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Director, Guest Services

3 months ago

Memphis, United States Workfaithbhm Full time

**Director, Guest Services**

Posted on 07/23/2021 Memphis Grizzlies - Memphis, Tennessee

Position Description

The Director of Guest Services is responsible for providing world class customer service for FedExForum (FEF). FEF is known to be one of the premier arenas in the NBA and in North America and is home to the Memphis Grizzlies and the University of Memphis Tigers mens basketball team.

This position will handle directing guest and staff services functions for all FedExForum events, which includes, but not limited to, NBA and NCAA basketball, athletic conferences and other events, concerts, graduations, and other community events, while maintaining a Fans First optimal guest satisfaction philosophy.

The Director of Guest Services will provide leadership amongst arena and administrative operations, demonstrating a deep commitment to valuing diversity and contributing to an inclusive working environment.

* Oversees the hiring, training, supervisory, disciplinary, and evaluation process for all Guest Services staff

* Directs the Guest Services team members to manage large crowds under constantly changing event environments by anticipating problems and appropriate solutions

* Determines and refines the processes, procedures, and systems for guest inquiries, feedback, and complaints, and works closely with all departments and lines of business to address guests both proactively and reactively

* Develops and delivers job specific training for Guest Service Department and assists in the overall training, recognition, and appreciation initiatives for event staff to ensure consistency in service and venue knowledge

* Monitors, controls, and manages all Guest Services team members uniforms, including inventory, distribution, and collection

* Creates and standardizes the processes and procedures for staff file maintenance, scheduling, uniforms, preparation of event materials, and other administrative duties associated with the oversight of event staff

* Work closely with the Booking and Events Department to ensure event staffing and deployment levels fall within event budget Pro forma.

* In conjunction with other Directors and Vendor Partner Groups, develop, implement, and consistently refine all front of the house policies, procedures, and training.

* Maintain ongoing communication with other departments to ensure effective and exceptional service delivery to both internal and external customers.

* Ensure the department always presents a professional image, keeping foremost the mission of delivering a world-class championship experience to our fans and guest.

* Work closely with Finance and payroll team for Celayix system administration, training & support.

* Perform ongoing evaluation of guest relations programs and revise as necessary to meet our guests expectations.

* Research, develop, and oversee the mystery shopper program, comment cards, and surveys.

* Develop and oversee the tour program and work with the marketing team and outside organization.

* Act as Executive in Charge/Manager on Duty for events as needed.

* Stays current with new information, techniques, and technology concerning the customer service industry.

* Promptly handle and follow up with guests on any major concerns or requests and ensure all correspondence is handled accurately and expeditiously.

* Facilitate and issue parking passes for all full-time staff, vendor partners, and ownership as required.

* Work games and special events as required to support the Guest Service team.

* Other duties as required.

Skills, Experience & Abilities

Essential:

* Bachelors degree from a four-year college or university in a field related to hospitality management.

* At least 5 years of experience in management experience in a service role.

* At least 2 years of experience in contract negotiation, development, and execution.

* Excellent people skills, with an ability to interact effectively and in a professional, diplomatic, and mature manner with VIPs as well as internal and external clients at all levels within an organization.

* Positive, friendly, outgoing, winning attitude, incorporating integrity, confidentiality, and discretion.

* Ability to make decisions, follow instructions and orders, and guide and direct Guest Services staff, to include time sensitive scheduling and duty position posting.

* Strong verbal and written communication skills.

* Highly organized with good coordinating and project management skills.

* Able to meet tight deadlines and work effectively in a high-pressure environment.

* Dynamic, hard-working, confident.

* Proficiency in MS Word, Excel, PowerPoint, Outlook, and the internet.

* Must be able to work evenings, weekends, and holidays, as required.

Physical/Cognitive Requirements

With or without reasonable accommodations:

* Ability to read, write, and interpret information.

* Ability to use hands to manipulate, handle, and feel.

* Must possess visual activity, i.e.: close, distance, and color vision, depth perception, and the ability to adjust focus.

* Ability to work in a variety of environments, including but not limited to heights, elevators, darkened arena, around crowds, loud noise, and flashing lights.

* Continuous stretching, standing, and walking, including up and downstairs.

* Ability to reach, lift, stoop, bend, push, pull, twist, sit, and climb for extended periods.

* Prolonged periods of walking, sitting, and standing.

* Must be able to lift to 50 pounds at times.

* Ability to travel throughout the facility, as required.

ID: 2021-1303

External Company URL: www.nba.com/grizzlies/

Street: 191 Beale Street

Please to apply for this job.

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