Guest Services Manager

Job Description

Guest Services Manager (Ascend Amphitheater)

Live Nation Entertainment is the world's leading live entertainment and eCommerce company, comprised of four market leaders: Ticketmaster, Live Nation Concerts, Front Line Management Group and Live Nation Network.

As the largest producer of live music concerts, Live Nation Concerts operates over 45 venues across the United States. For additional information, visit http://www.livenationentertainment.com/.

Who are you?

Employees have a leading role in the service experience our guests have. The extent to which we recognize our employees for service well done, is the extent to which they will care not only for the guests, but for each other.

That's why SAFETY for employees and guests is our first priority. We show CARE around every corner and look to create ENCORE moments of service excellence for everyone. And our commitment to EFFICIENCY, is our way of staying well-organized. So, join us! We need these kinds of skills and talents as we Create Once in a Lifetime Experiences for our Fans.

This role is responsible for, but not limited to the following:
• Oversee all aspects of Guest Services, Usher, Ticket Taker, Ambassador, and Lawn Chair operations
• Interviews, selects, trains, supervises, counsels, and disciplines guest services staff to ensure maximum guest satisfaction
• Ensure proper scheduling and staffing levels for all Ascend events
• Scheduling and conducting interviews for potential employees
• Ensure employees are scheduled in TMSS for all events
• Deploy your team to their specific roles on a show day
• Work to stay within budget for each department
• Organizes and communicates pertinent information to crew members prior to each event
• Lead pre and post show Guest Services meetings
• Ensure all gates are unlocked/locked in a timely manner
• Prepare and count pit access wristbands before gates
• Ensure all employees receive their breaks in a timely and efficient manner
• Take ownership over ParkHub devices ensuring they are ready for each event
• Investigates and resolves all guest complaints. Interacts positively with guest to maintain guest loyalty
• Moves throughout the venue and interacts with guests to provide information and respond to inquiries
• Direct guests in the general area of their seat. Have them talk with an Usher for more direct information.
• Answer questions about venue; location of bathrooms, concessions, lawn chair rental, smoking section, first aid, etc.
• Solicit sales of new or additional services, products, and upgrades.
• Adapt to customer needs ensuring that they are understood, and appropriate action is taken to meet and exceed their expectations.
• Refer unresolved customer grievances to Operations Manager for further investigation.
• Keep records of customer interactions or transaction, recording details of inquiries, complaints, or comments, as well as action taken.
• Aid guests with special needs, such as helping with seat accommodations.
• Receive and return all lost and found items turned in by guests
• Conduct make-up orientations throughout the season as new employees are hired
• Show CARE by participating in the venue's sustainability program which could sorting waste and collecting recycling and educating our fans about our efforts.
• Ensure team is partnering with fellow band members at the end of show to close the venue - this may include collecting recyclables from the lawn and/or reserved section, picking up and properly storing event equipment such as lawn chairs, barricade, etc.
• Oversee and inventory sign-out and sign-in of all assets, lights, wands, ticket scanners, etc. at end of night.
• Acting as head ambassador if needed.
• Other tasks as assigned by management such as filling in where needed, leading meetings, etc.
• Weekly meeting with the Operations Manager

Qualifications:
• High School Diploma or equivalent
• At least 2 years in Customer Service and communications
• Strong strategic thinking and creative problem-solving skills
• Excellent verbal, written and interpersonal communication skills
• Acute sense of judgment, tact and diplomacy
• A strong-sense of teamwork and ability to execute programs
• Excellent verbal and written communication skills
• Position requires constant walking, climbing stairs, lifting and carrying 50 lbs.+ and occasional sitting

If the above description sounds like you and fits your background, apply online to join the Live Nation Entertainment team today at: https://www.livenationentertainment.com/careers/.

Applicants for employment in the US must possess work authorization which does not require sponsorship by the employer for a visa.

Jobcode: Reference SBJ-r15wwx-18-119-132-35-42 in your application.