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Event Services Manager

2 months ago

Inglewood, California, United States Hollywood Park Full time
Job Description

About Hollywood Park

Hollywood Park is a premier sports and entertainment destination, boasting a 300-acre complex that includes the 70,000-seat SoFi Stadium, a hotel, retail district, office space, and public parks. As a hub for world-renowned events, including the Super Bowl, College Football Playoff National Championship, and Olympics, Hollywood Park offers an unparalleled experience for guests and employees alike.

Culture

Hollywood Park is driven by a team of creative forward-thinkers who are passionate about delivering exceptional experiences. Our mission is to create a workplace that celebrates diversity, inclusivity, and authenticity, where team members can bring their unique perspectives and talents to the table.

Our Commitments

We are committed to building a workplace that is guided by our S.T.A.R.S. principles:

  • Start with Care - We prioritize genuine care and empathy in all our interactions.
  • Thrive as a Team - We foster a collaborative environment that encourages growth, learning, and mutual support.
  • Anticipate Unspoken Needs - We strive to anticipate and meet the needs of our guests, employees, and stakeholders.
  • Resolve with Respect - We treat others with kindness, patience, and respect, even in challenging situations.
  • Safety Always - We prioritize the safety and security of our guests, employees, and stakeholders.

Job Summary

We are seeking a highly motivated and experienced Guest Experience Manager to join our team. As a key member of our Guest Experience department, you will be responsible for creating a standard of excellence in guest service, managing event staff, and developing initiatives to enhance the overall experience for our guests.

Key Responsibilities

  • Manage assigned tasks to strategically enhance the guest experience for all events at SoFi Stadium.
  • Collaborate with the recruiting and training team to develop and implement effective hiring, onboarding, and training processes.
  • Develop, coach, recognize, and participate in the performance management of team members to ensure consistency in service.
  • Operate event day readiness activities, including staffing 500+ part-time team members.
  • Create post-event reports and recaps of event night service incidents to identify trends and offer guidance and solutions for guest experience and operational improvements.
  • Determine and refine processes, procedures, and systems for guest inquiries, feedback, complaints, and working closely with all departments and business lines to address guests both proactively and reactively.
  • Support the training of team members in the STARS program, as well as other training such as ADA, and other specialty position training.

Requirements

  • 2-4 years of experience in a management role leading large-scale guest services & experience programs.
  • 3-5 years of large event staffing and scheduling experience.
  • 2-4 years of experience managing entry gates.
  • Ability to work non-traditional hours, including nights, weekends, and holidays.
  • Passion for providing the highest quality service and prioritizing guest needs.
  • Solution-oriented problem solver who can resolve issues in real-time and implement long-term strategies.
  • Strong ability to communicate challenging information in verbal and written form.
  • Ability to manage multiple tasks and prioritize needs efficiently.
  • Knowledge of scheduling software (e.g., ABI and Paycor) and practices for large teams.
  • Proficient in all Google and Microsoft suite software.
  • Bachelor's Degree in Sports/Event Management, Hospitality, Training & Education, HR, Business Administration, or an equivalent combination of education and experience in the field.

Physical Requirements

The physical requirements described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Employees must be able to move objects and use abdominal and lower back muscles to provide support over time without fatigue. Constant movement and use of limbs; this position requires good manual dexterity, coordination, and stamina. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.