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Tacoma

    Guest Experience Manager - Tacoma, United States - City of Tacoma (WA)

    City of Tacoma (WA)
    City of Tacoma (WA) Tacoma, United States

    3 weeks ago

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    Description

    Tacoma Venues & Events is responsible for sports and entertainment venues within the City of Tacoma (including the Tacoma Dome, Greater Tacoma Convention Center, historic theaters, and Cheney Stadium), and the Special Events program.


    TVE is seeking a Guest and Staff Experience Coordinator to focus on enhancement of the guest experience at the Tacoma Dome and Greater Tacoma Convention Center and the overall TVE staff engagement.

    The successful candidate for this position will be the organizational champion for the guest and staff perspectives; ensure that guests, clients, and employees of TVE receive legendary service; foster an environment that promotes innovation and implementation of best industry practices to improve service delivery and efficiency.


    Key responsibilities:

    • Identify, develop, and implement continuous improvements to the guest experience in the venues.
    • Recommend policies, procedures, and best practices to advance the quality of the guest experience.
    • Work closely with data analyst and third-party contractors (guest services, food & beverage, parking etc.), to develop and track Key Performance Indicators (KPIs). Review KPI results and make recommendations to contractors and TVE leadership for operational improvements to ensure outstanding guest experiences.
    • Liaise with external event related partners including transportation services (transit, ride share etc.).
    • Participate in event related service and security briefings with event production personnel, contract supervisors and staff.
    • Analyze, track, and report on guest experience performance metrics from secret shopper programs, guest feedback, post event surveys, and observations; provide post event follow up reports and make recommendations for improvement.
    • Create and distribute event and other pertinent details to ensure all staff have the necessary information to provide exceptional experiences.
    • Manage venue wayfinding and directional signage, with brand oversight from marketing.
    • Respond to guest concerns and inquiries in a timely and appropriate manner.
    • Serve as subject matter expert to facilitate special accommodations, including sensory sensitivity needs, and all applicable Americans with Disabilities Act (ADA) requirements.
    • Design and create new staff orientation for all TVE and contract staff to ensure cohesive understanding of TVE values and venue event policies and procedures.
    • Design, create, and facilitate venue-centric annual and recurring guest experience training modules for all employees in alignment with TVE's mission and values.
    • Design, create, and facilitate staff award and recognition programs for full-time, part-time, and contract staff.
    • Hire, train, schedule and supervise part-time Event Attendants.
    • Develop and implement programs to track and enhance TVE and contractor staff engagement including participating in the organization of staff events.
    • Serve as primary front of house venue manager on duty during Tacoma Dome events.


    Additional information about the Tacoma Venues & Events venues can be found at www.tacomavenues.orgMinimum Education*Bachelor's degree in hospitality, sports management/administration, business or directly related field.

    Minimum Experience*4 years of event and meeting planning experience.


    • Equivalency: 1 year of experience = 1 year of education
    Licensing, Certifications and Other Requirements

    Washington State Driver's License

    Desired Qualifications


    • Minimum two years' experience in face-to-face guest services, with a focus on the planning and coordination of event management activities at a stadium, arena, convention center, conference center, or other similar experience.
    • A minimum of one year's supervisory experience.
    • Familiarity with event ticketing software preferred.
    Work Schedule


    Must be willing to work extended, irregular and flexible hours as related to the event schedule, including working evenings, weekends and holidays as required.

    Physical Requirements & Working Conditions


    • Intermittent movement around the workplace including extended walking on flat surfaces, stairs, and inclines both interior and exterior.
    • Traversing, ascending or descending stairs, sloped terrain, or similar environments (climbing, balancing, walking).
    • Communication and the exchange of information with others (hearing, seeing, talking.
    • Regular operation of a computer, as well as use of a calculator, printer, and similar office tools (fingering, grasping, feeling, repetitive motions).
    • Occasionally exerting up to 20 pounds of force to move, transport or position objects.
    • Basic customer service principles, techniques, and methodologies.
    • Excellent communication skills with the ability to communicate information clearly to a wide range of stakeholders.
    • Relationship management skills with a strong customer focus, proactively meeting customers and clients' needs. Proven interpersonal skills using tact, patience, courtesy, and empathy.
    • Leadership skills and the ability to support a diverse front line team (including third party contractors).
    • Highly organized to ensure all aspects of the work are carried out in a timely manner with high quality results.
    • Solutions-focused with keen problem-solving skills and the ability to use creative solutions to solve problems unique to TVE venues, guests, and patrons; investigate situations and issues, gather, and analyze data, and prepare detailed reports and recommendations.
    Interested individuals should apply online and attach a detailed resume and cover letter describing your responsibilities as it relates to the responsibilities of this position


    NOTE:
    Applications received without attaching the required resume and cover letter will not progress in the selection process. This is a competitive selection process.

    Your responses on the application form and supplemental questionnaire will be reviewed and evaluated for the quality and quantity of education/experience in the areas listed.

    Applicants who have the strongest backgrounds related to the responsibilities of this position may be invited to participate in the interview process.

    Appointment is subject to passing a background check and may include a medical examination and drug screen.

    City of Tacoma Commitment to Diversity and Inclusion


    One of the primary goals of the Equity and Empowerment Initiative is for the City of Tacoma workforce to reflect the community it serves.

    We actively work to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences.

    Our goal is for Tacoma to be an inclusive and equitable place to live, work, and play.

    Communication from the City of Tacoma


    NOTE:
    For questions regarding this specific recruitment contact Kat Flores, HR Analyst.

    We primarily communicate via email during the application process.

    Emails from and/or must be placed on your safe domain list to ensure that you receive notifications in a timely manner.

    As a precaution, you may also want to check your junk email folders.

    The online application system requires you to enter a substantial amount of information.

    In order for your application materials to be considered, all information must be submitted before the closing date and time listed on this job announcement.


    For assistance with the NEOGOV application process, questions regarding this job announcement, or if you are experiencing complications while applying, please contact the Human Resources office at by 4:00 pm of the closing date of the job announcement.

    This will allow time to assist you before the job announcement closes. (For technical difficulties using the NeoGov system, call the applicant support line at between 6:00 AM and 5:00 PM Pacific Time.)
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