Manager, Guest Experience

The Manager of Guest Experience, working under the direction of the Director of Guest Experience, leads the Arena's Guest Experience team comprised of Guest Service Supervisors and Guest Service Representatives. Through exceptional service and effective crowd management, the Guest Experience Manager is generally responsible for ensuring that event staff provide guests with a world-class entertainment experience in keeping with Fiserv Forum's mission statement.

Responsibilities

• Oversees and leads Guest Experience operations during assigned large-scale publicly ticketed and private events, ensuring consistent, high-quality guest experience.
• Effectively communicate with guest service staff to establish standards and expectations, goals and objectives, and policies and procedures.
• Motivate event staff by creating a positive working environment and culture where employees are stimulated and inspired to do exceptional work.
• Facilitate a coaching and counseling program that maintains consistency of effort among event staff.
• Identify and develop event staff into specialized supporting roles.
• Work closely with Guest Service Supervisors to develop their leadership skills and scale up the effectiveness of building management.
• In conjunction with Human Resources, it is the responsibility of all Guest Experience Department managers to ensure that event staff adhere to grooming standards.
• Ensures that the department is in full compliance with collective bargaining agreement, and any state or federal labor laws.
• As directed, review staff-related incidents with event staff to ensure consistency and accuracy of Organization records.
• Meet with operations departments, as well as Arena clients, to resolve Guest Experience needs and requirements on a per-event basis.
• Assist with scheduling and positioning of Guest Experience staff to best accomplish the service, safety, and cost priorities for each event.
• To maintain emergency preparedness, the Guest Experience Manager must have a solid understanding of all applicable safety regulations and security procedures for the Arena.
• Ensure that event plans and layouts support the highest standards of accessibility and ADA regulations.
• Conduct pre-event briefings with event staff, especially supervisors and other key support staff.
• See that all credential access policies are followed consistently and thoroughly.
• Throughout each event, respond to guest-related incidents such as relocations, injuries, lost children, ejections, etc.
• Using both the rewards/recognition and coaching/counseling programs, evaluate and reinforce the work of the event staff in real time.
• Anticipate guest issues by consistently supervising crowd flow and service issues.
• Lead building tour program.
• Run the ongoing development and facilitation of event staff training. Training content includes service values, service operations, safety policies, and general building orientation.
• Develop position-specific training modules to facilitate staff rotation and the orientation of new hires.
• Work with the Event Operations Department to develop and/or implement staffing levels and budgets for each event.
• Coordinates with the Scheduling department on necessary staffing changes on assigned events.
• Develop and maintain event staff depth charts for all Guest Experience event staff.
• Reconciles event payroll and completes reports as required.
• Conducts ongoing performance coaching and evaluation, identifying growth opportunities.
• Assists with the Arena's Lost and Found program, including supporting event coverage by inputting and tracking items as needed.
• Other Duties as Assigned.

Qualifications

• Minimum 2-4 years of event leadership experience in public assembly venue with knowledge of supervising a large, frontline operations team
• Minimum four-year college degree or equivalent experience.
• Must possess a positive and enthusiastic personality with a passion for her/his/their craft, an openness to learning, and an outstanding work ethic.
• Must possess and/or embrace a strong commitment to the values of diversity and inclusion.
• Outstanding communication skills, written and oral.
• High level problem-solving skills with the ability to make quick, effective decisions in demanding situations.
• Ability to prioritize numerous projects and tasks concurrently.
• Must be detail oriented.
• Must be available for most major events, including pre- and post-event responsibilities.
• Experience using robust databases.
• Must be a confident public speaker, able to engage large groups of people.
• Solid understanding of Microsoft Office Suite (i.e. – Outlook, Excel, Word, and PowerPoint).
• Must be able to work weekends, evenings, and holidays in addition to regular business hours.
• Experience working and coaching union team members is preferred.
• Experience with Incident Management Systems such as Titan, and ISS 24/7 is preferred.
• Experience with ticketing and scheduling platforms including Ticketmaster One, and ABI Mastermind is a plus.