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Manager, Guest Experience

2 months ago

Austin, United States CIRCUIT OF THE AMERICAS LLC Full time
Job DescriptionJob DescriptionDescription:

Circuit of The Americas (COTA) is a 365-entertainment destination for world-class events located in Austin, TX. The sports and entertainment portfolio at COTA is unmatched in the country with Formula 1 US Grand Prix, NASCAR and MotoGP attracting global fans during championship races on the famed Circuit and Live Nation producing over 30 headline concerts every year at the Germania Insurance Amphitheater.



Manager, Guest Experience:

Responsibilities & Duties:

  • Staffing Management:

-Guest Services Part-time Team

-Track Rental and Private Event Staffing

-Manage COTA staff on in-house produced events (Bike Night, C&C, PP)

-Management of third-party staffing agencies + contractors

  • Coordinate with event managers to fulfill staffing requests from internal teams and determine
  • scheduling decisions prior to events
  • Assist Sr. Manager, Guest Experience with the recruitment, training and development of COTA
  • employees, interns and part-time staff
  • Oversee tracking of timesheets for part-time team members and temp staffing using various
  • scheduling programs
  • Process part-time staffing timesheets through Paylocity payroll software
  • Assist with vendor contracting process and pricing entry for staffing agencies and Independent Contractor requests
  • Generate purchase orders for major races and day-to-day staffing needs by following vendor invoicing procedures
  • Prepare and execute pre-event communications, training information and post-event surveys for staff and vendors:

-Create and distribute information guides and event documents

-Communicate staffing logistics and position placement

-Manage part-time staff contact sheet for day-to-day events and major races

-Coordinate with COTA departments to create internal contact information

  • Assist Sr. Manager, Guest Experience with management of Tower Club and Section 104 hospitality during concert season
  • Oversee the development and implementation of current and future policies, operating
  • procedures, training programs, and directives for part-time & seasonal employees
  • Build upon the current Guest Services processes and protocols to ensure all guest issues are
  • resolved in a timely manner
  • Demonstrate the ability to handle difficult guests and/or situations with grace, professionalism
  • and rational thinking with the ability to present adequate solutions
  • Ensure that Guest Services staff are engaged, upbeat, and maintain guest satisfaction through
  • best practices of high service standards


Knowledge, Skills, & Abilities:

  • Excellent interpersonal, verbal and written communication skills; ability to communicate effectively at all levels both internally and externally
  • Proficient with Excel, Outlook, and Word
  • Able to simultaneously manage a high level of detail across multiple projects
  • Able to work independently and manage time effectively
  • Able to work well within a team environment
  • Able to maintain a flexible work schedule in order to deal effectively with special event

responsibilities

Requirements:

Job Requirements:

  • 1-2 years’ service experience (event/entertainment industry preferred)
  • Must be open to working nights and weekends, as needed
  • Ability to work in stressful situations and remain focused
  • Ability to take direction and follow through on requests

Physical Demands:

  • Ability to stand, sit, use of hands to handle, or feel, reach with hands and arms
  • Ability to lift and/ or move up to 15 pounds
  • Specific vision abilities required by this job include close vision and distance vision
  • Must be able to endure seasonal temperatures as working conditions require some outdoor work

Work Environment:

  • The noise level in the work environment is usually moderate but can be loud during events


EQUAL EMPLOYMENT OPPORTUNITY:

COTA strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law