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    Guest Experience Manager - Dallas, United States - American Airlines Center

    American Airlines Center
    American Airlines Center Dallas, United States

    2 weeks ago

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    Description

    Position Overview:


    The Guest Experience Manager will guide and support staff to deliver excellent customer service standards that ensure a welcoming and safe guest experience and work environment.

    Manages part-time staff and is responsible for overseeing the day-to-day administrative operations of the department. Continually works toward improving all levels of service to increase the guest experience and improve overall performance.


    Supervisory Responsibilities:
    Manages part-time Guest Services & Event Security staff.

    Responsibilities include interviewing, hiring, training, and planning, assigning and directing work; rewarding and disciplining employees; addressing complaints and resolving problems.

    Responsible for overseeing and supervising employee relations of a large, diverse staff to ensure operational success. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.


    Essential Functions:
    include the following,


    Monitors employee relations in the department, provides coaching/counseling to staff on work issues, disciplinary actions, problems, policies and procedures and is a liaison between staff and management.

    Monitors guest feedback platforms to ensure all building and event inquiries, questions, and concerns are addressed. Supervises dispatch, building reception, and other information channels. Provides responsive customer service and service transformation to our guests and employees. Follows up when necessary.

    Works with third party vendors to produce fan surveys and other data collection services necessary for department growth.


    Creates, plans, executes and facilitates Guest Services and Security training programs for upcoming season including orientation for new employees and veterans, policies and procedures, supervisor/lead training, customer service training, job-specific training and building wide/ department-specific training.

    Builds staff knowledge and virtual training opportunities via online Learning Management Systems.

    Maintains staffing levels for successful operation of department and keeps staffing numbers at the appropriate level throughout the season.

    Manages the hiring process for interviews, orientations, on-boarding and temporary help as needed.

    Assists with the creation, implementation, monitoring and enforcing of department policies and procedures.

    Develops incentive programs to build enthusiasm and reward employees for work accomplishments.

    Works closely with Supervisors and Leads to meet event and departmental needs.

    Maintains and documents departmental employee records to ensure compliance state, league and building policy

    Functions in a team environment.

    Other duties as assigned.

    The qualified individual personifies our core values of

    INTEGRITY, TEAMWORK, PASSION , and


    EXCELLENCE
    at all times.


    Education / Qualifications:


    Bachelor's Degree (B.A.) in Business Administration, Communications, Public Relations or related field required; or equivalent combination of education and experience.

    Must have a minimum of 5 years management experience in Customer Service at a public facility; such as an arena, hospital, hospitality, or entertainment venue

    Requirement of TCPS Level 2 Security license and/or must be obtained within 90 days of employment.

    Familiarity with all aspects of dispatch;

    Proficiency in Microsoft Word, Excel, Outlook, Access, and PowerPoint is preferred

    Must be able to manage a large staff and maintain a professional environment

    Must have the ability to work in a team environment and handle several projects at once and under pressure

    Must possess excellent customer service skills

    Must have excellent written & verbal communication, organizational and negotiating skills

    Must be able to interact with difficult guests in a professional manner at all times


    Work Environment/Physical Demands:
    Requires extensive mobility to walk and to stand for up to 6 hours without a set break

    Requires extensive mobility to walk up and down aisles and stairs for up to 6 hours per event and move quickly between floors

    Requires the ability to lift and/or move up to 25 lbs


    Ability to respond on an immediate basis during normal business hours, after hours and on weekends via mobile phone is required.

    Company phone allowance is provided

    The noise level in the work environment is moderate, however, during events; the noise level may be loud

    Required to work nights, weekends, and holidays. Non-traditional work hours.

    #J-18808-Ljbffr
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