What are the responsibilities and job description for the Manager, Premium Hospitality 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.
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 will be responsible for providing a superior level of service to Allegiant Stadium Premium Seating guests through both operational planning and direct interactions. In collaboration with stadium partners, the Manager of Premium Hospitality will focus on delivering best-in-class service on event days for a large portfolio of clients, through the management of a 120-person Hospitality Team. Reporting to the Sr. Manager, Premium Hospitality and Suite Service, this role will play a vital part in the management of guest amenities, programs, and experiences that deliver best-in-class service to each guest. This position is ideal for an energetic and optimistic professional who thrives on creating positive, memorable experiences and building relationships with others.
Essential Job Functions:
- Provide unprecedented service and an extraordinary level of responsiveness to all guests, thoughtfully handling issues with a solutions-oriented approach during events.
- Manage the Hospitality Team including hiring, scheduling, training, supervising, and evaluating the staff.
- Lead and help implement a guest experience program that focuses on the practice of our service culture, vision, and values.
- Manage a robust incentive program for part-time staff that is competitive with the Las Vegas Hospitality industry.
- Conduct individual mid-season and end of season meetings with each member of the Hospitality team to ensure their feedback is received and their satisfaction is maintained.
- Create, facilitate, and execute multiple all-staff trainings and surveys throughout the year.
- Work with internal Raider departments on all items pertaining to staffing matters (HR, payroll, events, creative, ticketing, security, etc.)
- Perform and execute tasks related to staff attendance and performance violations, including coaching and counseling, verbal/written warnings, and/or any other disciplinary actions as required by HR.
- Work closely and collaborate with all stadium partners (OVG, SAFE, ABM, ASM, PATG) as regards to their impact on Premium Seating clients.
- Analyze facility operations and identification of needs for suite & premium operations.
- Manage Raider Alumni & Raiderette activations in Premium spaces.
- Work with Suite Service team to implement adjustments pertaining to client experiences and ensure expectations are exceeded from the previous event.
- Work with Suite Sales and Service teams to customize in-suite amenities for specific guests.
- Work with box office to resolve gameday ticketing issues and facilitate a seamless ingress for Premium clients.
- Assist with club & suite level programming to ensure the clients feel valued.
- Performing other functions and activities as directed by the Sr Manager of Premium Hospitality & Suite Service.
- All other duties as assigned.
Qualifications:
- Bachelor’s Degree required
- 3 years of industry-related (hospitality/sports/venue) experience required
- 2 years of management experience required
- Demonstrates excellent customer service and interpersonal communication skills with a strong orientation towards relationship building and serving others
- Experience managing time and attendance of a large team preferred
- Self-directed, extremely meticulous, and organized, with an ability to manage one’s own time and prioritize tasks when given clearly defined goals and objectives
- Ability to thrive in a high pressure and dynamic environment and deliver successful results
- Candidate should possess strong team-oriented work ethic and a positive, “Service-First” attitude while providing a high level of support to team members
- Must have reliable transportation and valid driver’s license
- Proficient computer skills and understanding of Microsoft Outlook, Power Point, Excel, and Word
- 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):
- Frequent walking, standing for long periods of time, sitting and stair climbing
- Occasional bending, kneeling, pushing, pulling
- Occasional lifting and carrying up to 25lbs
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.
