Sr. Manager Guest Services

POSITION: Sr. Guest Services Manager

DEPARTMENT: Guest Services  

REPORTS TO: Director, Security & Guest Services

FUNCTIONAL REPORTS TO: General Manager

FLSA STATUS: Full Time / Salaried / Exempt

Pay Range: $60,000 - $80,000

ASM Global is the world’s leading venue management and services company, connecting people through the power of live experience. As the world’s most trusted venue manager, we have a global reach that is unmatched in our industry. Our expertise and experience tailor all the resources we have accumulated to deliver the localized solutions that create the places where communities come together, celebrate, and thrive

We are looking for someone to fill our Sr. Guest Services Manager position which is located at Target Center in Minneapolis, MN. Home of the MN Timberwolves and MN Lynx. 

Job Summary

This position will lead the daily activities of the Guest Services department.  We are seeking someone who will ensure we provide the highest level of guest service to all guests and clients visiting Target Center.  This also includes working collaboratively with security, box office, event production, and medical staff. 

Essential Duties
Other duties may be assigned.

• Lead the Guest Services department and event-day operations including 1 FT and 150 PT event team members
• Maintain and support the brand standards and generate positive public relations with Target Center guests.
• Work with the Director of Security & Guest Services to develop department goals and objectives, the annual budget, and service metrics that focus on the organization’s goals.
• Lead by example, delivering excellent guest service by creating an upbeat, exciting environment for FT and PT team members, building stakeholders, partners, and guests.
• Manage all Guest Service event functions
• Respond to team members and guests promptly, courteously, and professionally and serve as a senior escalation point for team members and guest inquiries, concerns, and/or complaints.
• Facilitate Guest Services pre-event staff meeting to inform staff of all pertinent event information. Assign guest relations/usher supervisors to designated posts.
• Handles all managerial aspects of staff personnel including hiring, training, scheduling, payroll, performance management, disciplinary actions, and succession planning to ensure best practices and consistency with daily guest relations and security operations.
• Highly responsive to emergencies in a fast-paced, time-sensitive environment.
• Communicate and collaborate with Event Managers and other departments for event requirements including staffing needs, security meetings, VIP programs, etc Work with the Events Department to determine access levels, and set them accordingly.
• Determine the proper amount of 3rd. Party staff needed for Each Event, and order accordingly.
• Compare Orders to Invoices to Sign-In sheets to ensure proper billing of 3rd. parties
• Work with 3rd. Party representative to select, retain, and remove proper staffers of 3rd. Party company
• Resolve any escalated employee complaints/concerns. Have a proactive approach to prevent any negative employee experience.
• Other duties assigned as needed.

Required Qualifications

1. A minimum education level f: BA/BS degree in a related field

2. 5 - 7 years of Guest Services experience with direct responsibility for supervising and directing staff

3. Strong organizational skills and the ability to prioritize work without sacrificing quality

4. Ability to adhere to the Guest Services/Event Department’s prime directives

5. Ability to multi-task proficiently on various departmental assignments in a timely fashion

6. Ability to work with a team as well as independently with minimum to moderate supervision

7. Must have a flexible schedule, with the ability to work nights, weekends, and holidays when necessary

8. Strong knowledge of ABI mastermind and MS Office, with all its applications

9. Ability to handle sensitive, heighted customer situations including on-site presence. 

10. Prior experience working at a major sports venue.

Note

The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.

ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.

Salary : $60,000 - $80,000