Guest Services Manager |Full-Time| Tanger Center | Greensboro Coliseum Complex
1 month ago
Overview
This position provides leadership, training and direction to the Tanger Center Performing Arts Center, Event Staffing. The goal of this position is to increase employee and guest retention by affording all guests, including those with special ADA needs, premium suite holder and club members, a direct front of house contact who is trained to handle special needs and requests as well as conflict resolution.
This role will pay $55,000 to $65,000
For FT roles: Benefits: Health, Dental and Vision insurance, 401(k) savings plan, 401(k) matching, and paid time off (vacation days, sick days, and 12 holidays).
job expires 6/30/2024Responsibilities
- Serves as Management Front of House facility representative for all publicly ticketed events.
- Manager of roster event staff, including supervisors who directly report to the Guest Services Manager.
- Works with emergency personnel, federal, city and state authorities and Coliseum staff to assure safty of patrons and guests in all situations.
- Assumes full financial responsibility for decisions related to staffing and resource management.
Implements and oversees customer friendly based programs.
Coordinates accommodations for guests with disabilities, including but not limited to sign language interpreters, service animals, wheelchair assists, and life support adaptations.
Coordinates special services such as ADA telephone helpline, parents room and wheelchair assistance program.
Consults with other division heads with respect to policies, procedures and overall operating guidelines of the facility. Manages uniform program for Guest Services and Box Office.
Prepares uniform specifications for bid sampling, order and distribution.
- Design and implementation of orientation training for all new Coliseum roster employees, emphasizing the Complex's 'specialists in hosting simultaneous event' philosophy. Conducts refresher training sessions for current roster employees minimally twice annually.
- Coordinates training for life skills issues such as CPR/Adult AED Training, blood bourne pathogen training as well as incident/injury reporting.
Qualifications
- Knowledge of Entertainment/Facility Management industry standard procedures and resolutions.
- Thorough knowledge of facility, departmental and event related policies and procedures.
- Excellent verbal and written communication skills. Ability to facilitate efficient guest resolutions that promote guest retention.
- Ability to establish and maintain working relationships with divisions within the facility, contracted vendors/services and clientele.
- Ability to maintain an excellent public image for the facility. Knowledge of ADA policies, procedures and updates relative to public assembly facilities as well as the cultural arts industry.
- Education: Bachelor's Degree preferred
- Experience: 4 to 6 years of related experience
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