What are the responsibilities and job description for the Manager, Guest Services (Full-time) position at Arizona Diamondbacks?
Manager, Guest Services
Job Purpose
The primary focus of this position is to manage the day-to-day operations of the Guest Services and Guest Relations game day staff which consists of approximately 400 part-time employees. Additionally, this position is responsible for providing superior customer service while enhancing the guest experience through excellent communication skills and establishing a well-trained properly informed team. The Guest Services Manager will also assist with event logistics during games and major/minor events which require strong quick-thinking and problem-solving skills.
Primary (Essential) Duties
- Responsible for the day-to-day management of the Guest Services and Guest Relations game day staff with the help of additional Guest Services Managers and department Coordinator.
- Works closely with People & Culture (HR) with the interviewing, hiring, and onboarding process.
- Develop and manage the new hire, refresher, and ongoing training for Guest Services and Guest Relations staff. This includes online material and in-person training.
- Manage and staff all levels of the building during games or events. This includes the Suites Level and all Guest Relations locations.
- Prepare for upcoming events by monitoring attendance and adjusting game/event day staffing numbers as needed.
- Lead the execution of our employee recognition programs to boost employee morale while thinking of ways to enhance current programs and/or develop new programs.
- Partner with the Security department to make sure all staffing gaps are covered.
- Conduct annual employee evaluations for all Guest Services and Guest Relations staff by taking thorough employee notes and frequently communicating with staff.
- Responsible for providing superior guest service via written, phone, and face-to-face communication in response to guest-related issues and concerns within 24 hours.
- Acts as a liaison with other departments regarding ballpark policies, procedures, and staffing as it relates to upcoming games, activations, and events.
- Advises the Sr Director, Guest Services of any guest or employee issues, ongoing problems, etc.; offers suggestions for solutions; follows up to ensure issues are addressed and problems are resolved within the department and in a timely manner.
- Responsible for documenting all guest incidents into the CRM database.
- Prepare cost estimates for non-baseball events.
- Other duties as assigned.
Knowledge, Skills, and/or Abilities
- Have a strong work ethic and excellent follow-through.
- Be able to handle time-sensitive requests/changes, & fast-paced, high-pressure situations.
- Exhibit strong decision-making skills.
- A professional, friendly, and outgoing personality.
- Proven employee management experience with game day staff.
- A flexible schedule with the ability to work evenings, weekends, and holidays.
- Experience with developing and implementing training policies and procedures.
- Experience scheduling in large numbers. ABI scheduling software experience preferred.
Experience/Education Requirements
- 3 years of guest service or event management preferred
- A bachelor’s degree
- Proficient in computer skills (knowledge in Excel, Word, Access, PowerPoint, Teams, Forms).
Working Conditions and Physical Demands
While performing the duties of this job, the employee must be able to:
- Move tables and chairs.
- Be mobile for long periods of time.
- Lift 50 pounds.
The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This is not an all-inclusive document. Additional duties, expectations, demands, etc. may be added or changed to this document on an as-needed basis in order to meet organizational needs.
