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Assistant Director, Guest Services

3 months ago

Brooklyn, United States teamworkonline Full time
Position Title: Assistant Director, Guest Services Department: Guest Services Reports to: Director, Guest Services FLSA Status: Exempt / Full-Time Salary Union Code: Non-Union Minimum Pay Rate: $110,000 Maximum Pay Rate:  $118,000  Join Our Team at Barclays Center Congratulations on taking the first step toward embarking on an exciting new adventure at Barclays Center  At Barclays Center, we're more than just a venue â we're a dynamic community driven by a shared passion for creating unforgettable live experiences. We're dedicated to nurturing our team members and empowering them to thrive in an environment where innovation, collaboration, and a love for sports entertainment intersect.   If you're someone who lives and breathes events, fueled by an unwavering passion for creating magic in every moment, then we want you to join us in shaping the future of live entertainment. Come be a part of our vibrant community, where every day offers the chance to inspire, innovate, and make memories that last a lifetime.  Our Company Values We understand that it is important for you to know what our values are to determine if they align with yours. Our four company values, Care, Integrity, Accountability and Growth Mindset, are reflected in everything that we do here at Barclays Center. From the interview process to employee recognition, we make certain to incorporate the four values below.   Key Attributes for Success To excel in this role, candidates must possess a genuine passion for service, strong teamwork abilities, adaptability, effective communication skills, a guest-centric approach, problem-solving capabilities, and keen attention to detail. These attributes are essential for creating unforgettable experiences and maintaining a positive atmosphere for our guests. Joining our team promises not only a fulfilling experience but also an opportunity to make a meaningful difference in the lives of our guests and contribute to the success of Barclays Center.  Genuine Passion for Service: 
  • Desires to exceed guest expectations and create unforgettable experiences. 
  • Enjoys demonstrating enthusiasm and dedication in providing exceptional service. 
  • Wants to make every interaction memorable and positive. 
Strong Teamwork Abilities: 
  • Enjoys collaborating effectively with colleagues and partners. 
  • Likes building and nurturing strong relationships within the team. 
  • Values the importance of teamwork in achieving shared goals. 
Adaptability: 
  • Enjoys handling unexpected challenges with flexibility and composure. 
  • Wants to quickly adjust to changes in the environment to ensure guest satisfaction. 
  • Thrives in dynamic and fast-paced work environments. 
Effective Communication Skills: 
  • Desires to listen attentively and respond empathetically to guests and colleagues. 
  • Enjoys conveying information clearly, confidently, and with warmth. 
  • Wants to communicate with clarity and precision to ensure understanding. 
Guest-Centric Approach: 
  • Values putting guests at the center of all actions and decisions. 
  • Likes anticipating guest needs and consistently exceeding expectations. 
  • Wants to create a welcoming and positive atmosphere for all guests. 
Proactive Problem-Solving: 
  • Desires to identify and resolve issues creatively and efficiently. 
  • Enjoys handling guest concerns with empathy and professionalism, turning challenges into opportunities. 
  • Likes taking initiative to address potential problems before they escalate. 
Meticulous Attention to Detail: 
  • Wants to pay close attention to details that contribute to guest satisfaction. 
  • Enjoys ensuring every aspect of service delivery is meticulously executed to maintain high standards. 
  • Desires to take pride in delivering flawless experiences through meticulous attention to detail. 
 ESSENTIAL DUTIES & RESPONSIBILITIES (What You Will Do) 
  • Enforce a vibrant customer-focused culture by rallying together key-stakeholders, ASM Global employees, as well as all the organizationâs business partners and their personnel.  
  • Train Guest Services management and model how to maintain safety of all guests, employees, clients, and performers at all Barclays Center events by enforcing and regulating venue security policy and procedures through the Guest Services team.  
  • Aid in directing Guest Services staff in managing large crowds under constantly changing event environments.  
  • Support the Director in managing the Guest Services Department via encouraging and tactful leadership, training, support, and guidance. 
  • Enforce all arena rules, regulations, policies, and procedures. 
  • Responsible for enforcing and following collective bargain agreement(s) for PT team members.  
  • Ensure compliance with American with Disabilities Act (ADA) during events.  
  • Manage all escalated employee related issues by working in conjunction with Human Resources. 
  • Oversees employee issues to ensure management team follows Barclays Center policies and procedures as well as union contract(s).  
  • Support the management & execution of the departmental budget and business plan. Aid department Director in having overview of expenses within annual budget including researching, reviewing, and recommending training, uniforms, equipment, materials, and supplies required for the Guest Services department.  
  • Plan and lead operational meetings as required.  
  • Primary liaison with Guest Experience counterpart at BSE Global.  
 CANDIDATE PROFILE (Who You Are) 
  • A Guest Services subject matter expert with a minimum of 5 years related work experience in customer/guest service experience in a sports/live entertainment facility (i.e., theatre, arena, sports venue, concert venue, stadium).  
  • Curious leader who has a BA/BS in Sports Management, Communication, or related area 
  • Experience in event planning and/or event execution experience in sports/live entertainment facility.  
  • Has a minimum of 6+ years leadership experience. 
  • Has a minimum of 4 years leading managers. 
  • 4+ years of practice creating and teaching/delivering effective employee training programs, preferably in customer service. 
  • An enthusiastic leader who has managed union and non-unionized employees. 
  • Interactive leadership, can stand/walk for extended periods of time and can lift 30 lbs.  
  • Able to teach others how to use all Microsoft Office Programs and employee scheduling systems. 
  • Possess a collaborative approach working closely with the arena Security and Box Office departments. 
  KEY COMPETENCIES (Skills You Possess) 
  • Extraordinary leadership skills. Ability to deal effectively with Human Resources and personnel problems; to deal constructively with conflict; to motivate, provide counsel and execute applicable solutions. 
  • Responsible for the policies, systems and processes that provide a solid foundation and support the company culture.  
  • Ability to apply conflict resolution and critical thinking skills in a collaborative environment. 
  • Exceptional experience in leading, motivating and developing employees. 
  • Dynamic communicator and cross-organizational collaborator. 
  • Inspire and influence teams across the company to work together towards common goals. 
 ASM Global reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. ASM Global may require an employee to perform duties outside his/her normal description.Â