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    Guest Experience - Dallas, United States - teamworkonline

    teamworkonline
    teamworkonline Dallas, United States

    3 weeks ago

    Teamworkonline background
    Description

    Who We Are:

    Endeavor is a global sports and entertainment company, home to many of the world's most dynamic and engaging storytellers, brands, live events, and experiences. The Endeavor network specializes in talent representation through entertainment agency WME; sports operations and advisory, event management, media production and distribution, and brand licensing through IMG; live event experiences and hospitality through On Location; full-service marketing through global cultural marketing agency 160over90; and sports data and technology through IMG ARENA and OpenBet. Endeavor is also the majority owner of TKO Group Holdings (NYSE: TKO), a premium sports and entertainment company comprising UFC and WWE.

    The Role and What You'll Do:

    The Guest Experience & Communications Manager is responsible for creating and maintaining a positive guest experience. This role will develop and execute communication strategies, manage guest inquiries, and feedback, and manage the relationship with inside sales and guest services. This role also involves managing relationships with external vendors for Event Works, including software utilization, itinerary creation, and staff training. Additionally, the manager oversees gifting programs, ensuring high-quality gifts and efficient fulfillment processes.

    Guest Communications:

    • Develop and implement communication strategies for engaging event guests.
    • Oversee all guest communications, promptly addressing inquiries, concerns, and requests.
    • Craft clear messages across various channels, including email, newsletters, social media, and event apps tailoring them for different guest segments.
    • Manage event updates and reminders for accurate and relevant guest communication.
    • Collaborate with teams for synchronized communication efforts.
    • Develop crisis communication plans and protocols.
    • Collect and analyze guest feedback to improve communication strategies.
    • Stay updated on communication tools and technologies for optimal engagement.

    Event Works (Within the scope of Aer Lingus Classic):

    • Manage day-to-day contact with Event Works.
    • Utilize Event Works software for itinerary creation and guest communications.
    • Monitor vendor performance and address issues promptly.
    • Identify staffing support needed for the itinerary on time creation & delivery.
    • Optimize Event Works for efficiency and effectiveness.
    • Stay updated on software upgrades and implementing new features.
    • Provide training on Event Works utilization.
    • Collaborate with internal teams for seamless Event Works deployment.

    Guest Services & Experiences:

    • Serve as the primary contact for guest service, ensuring a positive experience.
    • Act as a liaison between guests and internal teams.
    • Develop and implement a comprehensive guest experience strategy.
    • Define and uphold hospitality and service standards.
    • Act as the primary point of contact for guest services as it relates to on-site guest issues.
    • Provide training for staff involved in guest services.
    • In conjunction with WFO, oversee staff apparel design, procurement, and distribution.

    Gifting & Fulfillment:

    • Develop and manage comprehensive gifting programs for events.
    • Coordinate with vendors to source high-quality gifts.
    • Manage gifting budgets and fulfillment processes.
    • Collect and analyze data on gifting program performance.
    • Stay updated on industry trends for innovative gifting ideas.

    You Have These

    • Education in marketing, communications, hospitality, or a related field
    • 3+ years of experience in hospitality, guest communications, lifecycle marketing, or a related role
    • Strong understanding of customer lifecycle principles and best practices including design, build, and legal compliance.
    • Proven track record of developing and executing successful guest communication campaigns that are intentional in their objectives and outputs and drive retention and loyalty.
    • Exceptional communication and collaboration skills, with a demonstrated ability to work across departments.
    • Strong copywriting, grammar, and editing skills that follow AP style guidelines.
    • Experience with multiple technologies and proprietary system development related to guest communications and data analytics is preferred.
    • Ability to lead by example, and drive for solutions.
    • Excellent organizational and multitasking skills, demonstrating an ability to manage time effectively across multiple projects and assignments.
    • Good communication and interpersonal abilities, with a willingness to learn and contribute to a team-oriented environment.

    Travel

    Must be adaptable to work and travel schedules and be available to travel for work which may include extended work hours during nights, weekends, and holidays.

    Other Duties & Responsibilities

    This job description is not designed to cover or contain a comprehensive listing of the employee's activities, duties, or responsibilities for this job. Duties, obligations, and activities may change at any time with or without notice. and all team members will be expected to contribute to any other aspects of the business, as necessary.

    Endeavor unites and brings people together in our love of sport, culture, and entertainment. We understand this can only be accomplished when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture, we strive to reflect the world's diverse voices. Endeavor is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, or religion or belief.
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