What are the responsibilities and job description for the Manager, Premium Hospitality & Suite Service position at Las Vegas Raiders?
Position Overview:
Built upon our storied legacy, we win on and off the field by intentionally uniting our players, alumni, teammates, and guests. We strive to create meaningful relationships and deliver a world class experience in all interactions. It is our shared responsibility to ensure that the greatness of the Raiders is in its future.
The Manager of Premium Hospitality & Suite Service is responsible for the fulfillment, execution and overall service management for premium clients at Allegiant Stadium. This includes annual and single event rentals for Suite and Loge during all events at Allegiant Stadium. This position will build strong relationships with a large portfolio of clients and aid in their retention and satisfaction. Reporting to the Sr. Manager, Premium Hospitality and Suite Service, this role will also play a vital part in the management of guest amenities, programs and experiences that deliver best in class service to each guest through the management of a 120-person Hospitality Team.
Built upon our storied legacy, we win on and off the field by intentionally uniting our players, alumni, teammates, and guests. We strive to create meaningful relationships and deliver a world class experience in all interactions. It is our shared responsibility to ensure that the greatness of the Raiders is in its future.
The Manager of Premium Hospitality & Suite Service is responsible for the fulfillment, execution and overall service management for premium clients at Allegiant Stadium. This includes annual and single event rentals for Suite and Loge during all events at Allegiant Stadium. This position will build strong relationships with a large portfolio of clients and aid in their retention and satisfaction. Reporting to the Sr. Manager, Premium Hospitality and Suite Service, this role will also play a vital part in the management of guest amenities, programs and experiences that deliver best in class service to each guest through the management of a 120-person Hospitality Team.
Essential Job Functions:
- Elevate the client experience through extraordinary service and personalized experiences that continuously highlight the value of their premium investment.
- Serve as day-to-day contact for assigned Annual and Single Event Suite and Loge guests.
- Responsible for renewing, servicing and cross selling their book of business.
- Oversee execution of all client benefits, content distribution, suite service initiatives, and gift distribution.
- Maintain accurate and thorough records of all client activity in the CRM system. Ensuring information is accurate, deliverables are tracked and fulfilled, and account information is always up to date.
- Collaborate with internal departments such as the Revenue Planning Analytics, Stadium Operations and Ticket Operations Departments to ensure that client expectations are met and exceeded.
- Assist in managing the Hospitality Team, including hiring, scheduling, training, supervising, and evaluating the staff.
- Work closely and collaborate with all stadium partners (OVG, SAFE, ABM, ASM, PATG) as regards to their impact on Premium Seating clients.
- Execute event-week & event-day duties as assigned by Management.
- Be present and available throughout the entirety of all calendared events at Allegiant Stadium, including all 3rd party events and all Raider home games/events.
- All other duties as assigned.
Qualifications:
- Bachelor’s degree required
- 3 years of industry-related (hospitality/sports/venue) experience required
- 2 years of VIP client service experience in sports or entertainment required
- 2 years of management experience in leading a team preffered
- Self-directed, extremely meticulous and organized with an ability to manage a high level of detail across multiple projects and prioritize tasks when given clearly defined goals and objectives
- Excellent customer service and interpersonal communication skills with a strong orientation towards relationship building and serving others
- Good decision-making skills, proven discernment and is comfortable negotiating disputes
- Strong oral and written communications skills, including the ability to speak clearly and willingness to actively participate in meetings
- Develop outstanding internal and external relationships including top management, employees, vendors and partner relationships
- Ability to thrive in a high pressure and dynamic environment and deliver successful results
- Proficient computer skills and understanding of Microsoft Outlook, Power Point, Excel, and Word
- Salesforce/Archtics experience preferred
- Must have reliable transportation and valid driver’s license
- Ability to work all Gamedays, Events, and Non ticketed events required
- Ability to work extended hours and flexible schedule including nights and weekends as needed
Physical Aspects of Position (includes but are not limited to):
- Sitting for long periods of time throughout shift
- Standing for long periods of time throughout event-day shift
- Occasional lifting and carrying up to 25lbs
- Occasional walking, standing, bending, kneeling, pushing, and pulling
The Las Vegas Raiders provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
