Job Description
Manager - Employee & Guest Experience
THE ROLE:
The Employee & Guest Experience Manager is a seasonal position with an events-based schedule. Hours vary depending on business needs; 40 hours per week or more during peak season.
JOB FUNCTIONS:
• This position administers, manages and supports employee engagement programs, training, processes and activities and guest service division-wide goals, in partnership with venue management
• Respond to and resolve guests' concerns and issues in a positive manner
• Partner with the venue's Guest Ambassadors to create ''miracle moments'' for guests
• Act as lead in maintaining metrics and sharing information
• Work with department managers and supervisors to ensure service standards are being communicated pre-event and demonstrated during and after the event
• Act as the venue's brand ambassador and the face of the Service Culture program
• Help facilitate new employee orientation
• Support employee completion of required online training programs
• Manage Rockstar Rewards program, employee anniversary service awards and other recognition programs
• Responsible for completing the Post Event Service Recap and analyze other venue service reports to create action plans for service improvements
• Research best practices and collaborate with others to develop opportunities to increase employee engagement and guest satisfaction
• Lead the end of season employee opinion survey for the venue
• Manage applicable venue service program budget and process vendor invoices
QUALIFICATIONS:
• Must present unexpired original document(s) establishing identity and authorization to work in the United States.
• A clear pre-employment criminal background check is required.
• Must be able to maintain composure and organization in an often hectic and loud environment
• Has a natural interest in helping others and a heart for service
• Possess a positive attitude, strong problem-solving and communication skills and the ability to engage others to create solutions
• 1 years' plus of administrative experience
• Bachelor's degree in Communications, Marketing, Business, Human Resources, or related field; 2-3 years' plus of work experience in a comparable role preferred
• 1-2 years' plus of leadership experience
• Proficient computer skills required including the ability to use the Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
• Position requires extended periods of walking, climbing stairs and standing outdoors in all weather conditions
• Public speaking or meeting facilitation skills is a plus.
• Must attend employee orientation and complete required online training modules
Jobcode: Reference SBJ-rvyy7j-44-201-64-238-42 in your application.