Director, Guest Services

WHO WE ARE :

Founded by Josh Harris and David Blitzer, Harris Blitzer Sports & Entertainment (HBSE) includes in its portfolio the Philadelphia 76ers, the New Jersey Devils, leading venue Prudential Center in Newark, N.J., the Delaware Blue Coats, and the Utica Comets. Led by some of the best and brightest minds across a diverse spectrum of industries, HBSE positions itself as one of the most pioneering, innovative global sports and entertainment businesses to date. HBSE also strives to positively impact the local communities in which it operates through the powerful platform of sports.

HBSE offers an energetic work environment built on collaboration, growth, and a quest to excel in everything we do. Prudential Center in downtown Newark, N.J. hosts more than 175 concerts, family shows and special events annually and is the fourth-ranked sports and entertainment venue in the U.S. by Pollstar and Billboard. It is home to the New Jersey Devils, a renowned NHL franchise with three Stanley Cup championships and a proud, passionate fan base.

The Philadelphia 76ers organization is one of the most storied franchises in American sports, led by some of the best and brightest minds across a diverse spectrum of industries, HBSE positions itself as one of the most pioneering, innovative global sports and entertainment businesses to date.  The 76ers have attracted the industry’s top leadership talent from the NBA, NFL, NHL, MLB, MLS, UFC and NCAA, resulting in one of the most exciting, rewarding, and dynamic work environments within the sports industry. The 76ers offer a best-in-class workplace culture built on collaboration, growth, and a quest to excel in everything we do.

OUR COMMITMENT TO DIVERSITY :

At HBSE, we engage, represent and reflect diverse voices of employees, players fans and communities. We are dedicated to hiring the best talent that is reflective of where we live, work and play – across all groups and levels; supporting and developing every employee to reach their potential; and creating an inclusive environment that allows team members to bring their true authentic selves to work.

POSITION OVERVIEW :

Reporting to the Vice President, Facility Operations / AGM of the Prudential Center, the Director of Guest Services is responsible for ensuring a welcoming and safe experience for all guests at the Prudential Center. The Director oversees the arena full-time and part-time guest experience team by ensuring a well-maintained, safe, and aesthetically pleasing environment.

RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO THE BELOW :

Team Member Management

• Lead the Manager and Coordinator of Guest Services in their learning, growth, and development within the organization.
• Lead all aspects of the planning of the department budget while forecasting future department initiatives
• Addresses and resolves guests' needs, concerns, and complaints, working with other directors and managers to assure they are settled in a positive, timely, and appropriate manner, including but not limited to full investigation, staff's management and guests follow up.
• Maintain and support the brand standards and generate positive relations with guests at the Prudential Center.
• Review and update guest facing logistics which include website updates, arena signage / wayfinding, ingress / egress patterns, ADA compliance and other updates as needed.
• Evaluate service metrics for Guest Services and implement the best practices to increase or maintain high scores
• Identify areas of improvement of the Guest Experience and maintain a high level of guest satisfaction
• Recruit, interview, select, promote, and onboard Guest Services staff according to guidelines established by Human Resources.
• Create, prepare, and execute training programs for Guest Services new hires in addition to many arena wide trainings.
• Create and lead employee recognition and incentive programs.
• Manage Manager for scheduling and schedule modifications for part-time team members
• Lead and monitor Guest Services employees in all areas of responsibility, including, but not limited to, all entrances, Event Level, Main and Upper Concourses, Premium Areas, and Elevators.
• Monitor, mentor, and empower supervisors and team members.
• Document employee incidents, counseling Guest Services team members, and pursuing corrective action progressively when necessary to ensure compliance with policies / procedures
• Create a fun, positive and inclusive team environment for all employees.
• Lead by example by living our company commitments, attributes, and values.
• Lead various projects to improve team member experience

Event Duties and Event Execution

QUALIFICATIONS :

JOB KNOWLEDGE, SKILLS AND QUALIFICATIONS :

WORKING CONDITIONS :

Travel Requirements :   May be required to travel on rare occasions (

Physical Demands :   This position requires the ability to lift up to 10 pounds. Must have the ability to stand, sit, crouch, and bend throughout the course of daily activities, and the ability to work in various climates based on the environment.

Work Environment :  This position requires that work be performed from the Prudential Center / New Jersey Devils offices, but attendance at events taking place in the arena or offsite, including on nights, weekends and / or holidays is required.

OUR BENEFITS :

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

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