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Guest Services Manager

3 months ago

Charlotte, United States QuintEvents Full time
Job DescriptionJob DescriptionSalary:

Who We Are

Quint is the industry-leading provider of official tickets and hospitality packages to many of the world's most prominent sports and entertainment events. Based in Charlotte, North Carolina, with offices in six countries, Quint’s global footprint and proprietary technology platform continue to be the foundation of their exponential growth. Quint's innovative programs enable partnership properties to expand fan experiences and corporate client entertainment opportunities in a way that reflects the quality and prestige of those brands. Quint has a portfolio of 15+ official property partnerships servicing over 90 events including Formula 1, NBA, Kentucky Derby, MotoGP, Chicago Bears, Green Bay Packers, NASCAR Chicago Experiences, Breeders Cup, Belmont Stakes and the NHL.



The Role

As the Guest Services Manager, you will play a crucial role in ensuring exceptional guest experiences and maintaining high standards of service. This position involves leading the Guest Services team, overseeing day-to-day operations, managing guest escalations, and being an advocate for guests' needs and concerns across the company. Reporting to the Guest Experiences Director.



Responsibilities

  • Direct Management of the Guest Service team execution of all Guest Services standards, processes, procedures and KPI performance
  • Collaborate with leadership of other departments to ensure proper alignment, support and improvement of the guest experience
  • Work with guest services team and other departments, as needed, to resolve complex guest problems or disputes in a professional manner 
  • Supervise training for new hires and contractors, including training material creation and process documentation
  • Coach and support Guest Services Coordinators to help them meet departmental goals 
  • First escalation level for guest service complaints
  • Maintain and drive company and team culture initiatives including the creation of a comfortable work environment, and fostering employee job satisfaction and inclusion



Qualifications/Skills

  • Minimum 2 years of experience in customer service management and/or event management role
  • Strong leadership and employee management skills
  • Strong verbal and written communication skills
  • Strong employee management and development skills
  • Excellent problem solving and conflict resolution
  • Ability to multitask, prioritize, and work well under pressure
  • Flexibility to work on weekends and holidays
  • Flexibility in availability to travel both domestically and internationally
  • BA degree preferred