Event and Guest Experience Manager

Job Title: Event and Guest Experience Manager

Reports To: Director of Private Events, Operations Manager

Job Purpose

This position exercises responsibility for client satisfaction during all events contracted by the Sales Department as well as the VIP guest experience during live music events and partners with the senior leadership team in achieving venue goals as set forth by the General Manager. The Event and Guest Experience Manager works closely with both the Director of Sales and the Operations Manager. The Event and Guest Experience Manager will be committed to providing an accommodating, safe, and enjoyable experience for artists and guests and a safe and inclusive workplace for all employees.

Must be available and present during select regular working hours and select night and weekend shows and events to supervise, coordinate, execute, and oversee guest experience during events, including planning, preparation, organizing, supervising, executing, and concluding event and guest experience related functions in coordination with other senior leadership within the venue.

Duties & Responsibilities

• Coordinate all aspects of operational set-up, execution, and breakdown of private events and VIP experience.
• Coordinates with Operations and Production department on comprehensive needs and requirements for an event.
• Act as liaison between client and venue staff throughout event to ensure elevated client service and VIP service functions.
• Order, clean, and maintain all equipment, dishware, linen, and event supplies and materials inventory.
• Order all event specialty items and upsell to client as opportunity arises.
• Coordinate with external vendors for exclusive services such as catering, floral, and equipment rental.
• Ensure equipment rentals are ordered and returned to vendors.
• Oversee all aspects of the VIP experience during select live music shows, including sales, client satisfaction, and logistics.
• Develop and oversee VIP programs, including packages, seating arrangements, exclusive access, and amenities.
• Supervise event staff, VIP hosts, and support staff, providing training and guidance to maintain high service standards.
• Oversee client and guest check-in, seating, and overall experience to ensure a welcoming and efficient environment.
• Handle special guest requests, complaints, or issues, ensuring prompt and professional resolution.
• Analyze guest feedback to continually improve the client and guest experience.
• Cultivate relationships with clients and guests to encourage repeat business and brand loyalty.
• Assist in budgeting and forecasting for VIP programs and events.
• Maintain a neat, clean and well-groomed appearance and ability to smartly interact with clients.
• All other duties as assigned

Experience/Education

• Bachelor’s degree or equivalent event supervision experience.
• Previous experience as a leader in a customer-facing operations role at a live music venue or F&B venue is required.
• Education in and extensive knowledge of private event production.
• Comprehensive knowledge of guest experience, standards of service, inventory management, and VIP operations.
• General knowledge of venue operations preferred.
• Ability to prioritize and handle multiple tasks simultaneously in a fast-paced environment.

Requirements

• Requires constant standing and walking.
• Frequent stretching and/or bending to perform duties.
• Frequent lifting, carrying, pushing, and/or pulling of objects weighing up to 75lbs.
• Must be comfortable in extended moderate to loud levels of noise in the work environment.
• Availability to work long hours, late hours, and weekend hours required.

Qualifications

• Bachelor’s degree or equivalent hospitality, event, & entertainment experience
• Ability to work in fast paced environment
• Impeccable organizational, communication, collaboration skills
• Passion for live music and creating memorable guest experiences.
• Self-starter and entrepreneurial spirit
• Ability to manage tasks and projects with minimal supervision.
• Must be able to maintain confidentiality
• Aptitude for learning new software and systems.
• Must work well under pressure and be even tempered.

Statement of Notices

Equal Employment Opportunity

BPG Live LLC, provides equal employment opportunities to all qualified individuals without regard to race, creed, color, religion, national origin, age, sex, gender, marital status, sexual orientation, or non-disqualifying physical or mental handicap or disability in each aspect of the human resources function.

Americans with Disability Act

Applicants as well as associates who are or become disabled must be able to perform the essential job functions either unaided or with reasonable accommodation. Applicants as well as associates are encouraged to meet with Human Resources as the organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.

Job Requirements

The above statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as a detailed description of all the work requirements of the position. Other duties may be assigned. The Company may change the specific job duties with or without prior notice based on the needs of the company.

Job Types: Full-time, Internship

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Extended hours
• Monday to Friday
• Nights as needed
• Weekends as needed

Ability to Commute:

• Wilmington, DE 19801 (Required)

Ability to Relocate:

• Wilmington, DE 19801: Relocate before starting work (Preferred)

Work Location: In person