The Senior Manager, Guest Services is responsible for providing excellent guest service in all public areas of Nassau Veterans Memorial Coliseum, and reports directly to the Assistant General Manager. This person is responsible for leading, planning, monitoring, directing, delegating, and managing all functions of the Guest Services department. This demanding position requires a flexible work schedule, which will include evenings, weekends, and holidays. This person must have experience working with large volumes of employees, guests, facility tenants and season ticket holders.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Maintain Nassau Coliseum's positive reputation for premium service and reduces liabilities by hiring, training, and supervising part-time staff of usher ticket takers, uniform specialists, and supervisors. • Maintain and support the brand standards and generate positive public relations with Nassau Coliseum guests. • Maintain employees in all areas of responsibility, including, but not limited to, all entrances, Event Level, Main and Upper Concourses and public Elevators. • Talks with, listens to, or signals others to effectively exchange information; receives or gives direction and effectively works as part of a team by responding to assistance requests throughout the facility. • Make immediate decisions and communicate with Guest Services staff in emergency situations. • Maintain open communications between the client, tenants, subcontractors, employees, and facility guests as it relates to the Guest Services staff. • Assistance with recruiting, interviewing, selecting, and training Guest Services staff according to guidelines established by the Nassau Coliseum, Human Resources Director, and AEG Facilities. • Review and recommend day-to-day operational policies and procedures for the department. • Conduct planning, staff, and operational meetings as required, ensuring smooth coordination of Guest Services activities throughout the Nassau Coliseum. • Oversee the Guest Services Information Center and its functions within the Nassau Coliseum. • Closely manage all VIP services and areas pertaining to the departments functions. • Coach and counsel Guest Services personnel as needed and in accordance with the collective bargaining agreement to ensure compliance with policies and procedures. • Ability to maintain uniform standards for all direct reports and non-direct employees of AEG at the Nassau Coliseum. • Research, review, and recommend equipment, materials, and supplies required for the Guest Services Department. • Maintain inventory of related equipment and prepare budgetary input regarding the use of equipment in the Guest Services area. • Complete and maintain employee payroll on a weekly basis, and in a timely fashion without discrepancies or errors. • Create event estimates and proficiently schedule staff members according to these needs. • Management of the Uniform Room including the ordering and maintenance of par stock levels. • Manage the direct reports of Guest Services, Assistant Managers. • Oversee the employee scheduling process for all events. • Adhere to strict budgetary guidelines and assist the department in being fiscally responsible. • Meet with Event Managers and clients to assist with planning events at Nassau Coliseum. • Build and maintain an effective working relationship with the food service provider for the Nassau Coliseum to ensure quality customer service and presentation quality during events and private functions. • Work with Guest Services staff in managing large crowds under constantly changing event environments. • Provide leadership and input as it relates to Guest Services at other AEG venues. • Ability to lead the Guest Services department in the absence of senior leadership. • Other duties as assigned by management.
SPECIFIC JOB KNOWLEDGE, SKILLS, AND EXPERIENCE:
• At least 5-7 years experience in events, preferably sporting events, concerts, and game management and production. • Must have experience working with large groups of people/guests. • Union or Collective Bargaining experience. • Ability to create and maintain an employee schedule based on business needs. • Highly organized, resourceful, quick learner and able to handle multiple projects simultaneously. • Able to operate within designated budget. • Have exceptional guest and client service capabilities. • Able to work well with different personalities in a fast-paced environment and constant deadlines. • Able to handle highly sensitive and confidential information. • Have exceptional interpersonal and telephone skills. • Able to work evenings and weekends. • Must be proficient with Microsoft Work, Excel, and Outlook. • Experience with a time management system, specifically ABI. • Able to read, listen and communicate effectively in English, both verbally and in writing. • 4-year college degree preferred.
• Must have a flexible schedule, with the ability to work nights, weekends, and holidays when necessary. • The ability to demonstrate dependability and reliability by being punctual, working assigned and varying shifts and completing responsibilities in a timely manner are required. • Must have the ability to stand, sit, crouch, and bend throughout the course of daily activities. • Ability to work in various climates based on the environment. • Must have a legal right to work in the US. • Working knowledge of Microsoft Office (Word, Excel, PowerPoint, and Outlook). • Must have the ability to read, write, and understand English in a working environment. • Must be willing to submit a post-offer criminal background check, employment check, and a drug test. • Ability to adapt and work effectively in various parts of the facility.
AEG is committed to developing a diverse workforce reflective of the marketplace and the communities in which we do business. We believe a diverse workforce is not merely an advantage; it is mandatory for any company to be successful in today's business climate.
Anschutz Entertainment Group, Inc. ("AEG") is a subsidiary of The Anschutz Company and one of the leading sports and entertainment presenters in the world. AEG owns a collection of companies including multi-use facilities such as STAPLES Center and Home Depot Center in Southern California, several sports franchises including the Los Angeles Kings (NHL) and Los Angeles Galaxy (MLS) and AEG LIVE, on...e of the world's leading concert promotions and touring companies. AEG is also currently overseeing the development of L.A. LIVE, 4 million sq. ft. downtown L.A. sports, residential and entertainment district.