What are the responsibilities and job description for the Director, Premium Guest Experience position at CANDIDATEPORTAL1?
JOB SUMMARY:
The 'Director, Premium Guest Experience' is responsible for overseeing and enhancing the premium guest experience at Rocket Arena, focusing on suites, theater boxes, and exclusive season ticket member clubs. This position will report directly to the Vice President of Guest Experience and collaborate with various departments to develop and implement strategies that ensure the highest level of service for our most exclusive clientele and align the team of full-time and event-day staff in support of all events at Rocket Arena, as well as events promoted by Rock Entertainment Group. This individual will ensure that these premium areas deliver unparalleled service, creating memorable experiences for guests. The ideal candidate will be a dynamic, service-focused leader with a deep understanding of high-end hospitality and event operations.
This position requires a flexible schedule including working long hours, evenings, weekends, and occasional holidays.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Manage the premium guest experience strategy, focusing on client satisfaction, personalized service, and operational efficiency.
Lead, train, motivate and mentor a dedicated team of guest service professionals to deliver best-in-class service in all premium spaces.
Oversee the hiring, training, supervisory, disciplinary, and evaluation process for Premium Guest Experience team members.
Develop and implement tailored training programs for staff serving premium areas, emphasizing luxury service standards and personalized attention.
Collaborate with department heads, catering teams, and external vendors to ensure seamless service delivery.
Set and uphold standards of excellence for the guest experience within premium areas.
Ensure that all-inclusive food and beverage services meet and exceed guest expectations in terms of quality, timeliness, and presentation.
Act as the primary point of contact for the Premium Sales Team on event days, ensuring the needs of our Premium Guests are met and expectations exceeded.
Work closely with event and ticket operations teams to coordinate premium guest services for all events, including basketball games, hockey matches, concerts, and special events.
Oversee premium area staffing and scheduling, ensuring all areas are properly staffed to maintain service excellence.
Continuously evaluate and improve operational workflows to enhance the premium guest experience.
Track and analyze guest feedback, operational data, and financial performance to inform strategic decisions and improve service offerings.
Report on key performance indicators related to client satisfaction and service quality within premium spaces.
Stay informed about industry trends and best practices to continuously enhance the guest experience.
Oversee the ADA services and feedback follow up after events.
Special projects and tasks as assigned.
REQUIRED QUALIFICATIONS:
Bachelor's degree (B. A.) from four-year college or university.
5 years of experience in premium hospitality, event management, or a related field, with a focus on high-end clientele is required.
Preferred: 5 years of experience on a Guest Experience team for a sports arena, or comparable large-scale venue, such as a theme park.
Minimum 3 years in a leadership role. Strong leadership and team management skills, with the ability to inspire and develop a customer-focused team.
Proficient to advanced in the operation of various PC applications, including Microsoft Office, Teams, Zoom etc.
Experience in creation and execution of training programs.
Ability to speak in front of audiences ranging from 10 to 400 .
A highly developed attention to detail in producing accurate materials and reports.
Experience in a high-volume, service driven environment.
Demonstrated ability to handle sensitive and confidential information and situations.
Strong written and verbal communication skills.
Demonstrated ability to be creative and seek proactive solutions to problems and situations before and/or after they arise with little or no supervision.
