The Manager of Guest Services is primarily responsible for developing and achieving all aspects of the Guest Services Business plan to support the overall business strategy of the Company, including leading and directing Guest Services Team Members; Specifically, Ticket Takers, Ushers, Elevator Operators, Ambassadors, First Aid and Mission Control.
Key Responsibility Areas:
•Determines staff hours and number of personnel required for each event.
•Ownership, promotion and training of all elements of the ELEVATE program.
•Assists with work schedules for the Guest Services Team and assigns specific areas for duty.
•Collaborates with the Director, Guest Experience to investigate complaints from customers and works to resolve the issues in person, over the phone, and by mail.
•Develops, reviews, and monitors the department budget for efficient operation within budget limitations.
•Ensures compliance to union contracts, as well as state and federal regulations.
•Experience with working in a union environment preferred.
•Enforces the policies and guidelines of the Safety Program within the department.
•Selects, evaluates and develops direct and indirect reports (through consistent use of selection processes and situational leadership practices) to develop skills and behaviors in alignment with our company values while managing the human resource assets available within the Guest Services Team.
•Effectively builds and maintains a high level of morale within the Guest Services Team and promotes an energetic, spirited environment.
•Works on key initiatives in partnership with other departments operationally relevant to the Guest Services mission.
•Leads the Guest Services Team by example and consistently demonstrates hands-on customer involvement while effectively promoting teamwork.
•Knowledge of Americans with Disabilities Act (ADA) regulations.
•Perform other duties as assigned.
•3 – 5 years of hands-on experience required or equivalent experience accepted; strong preference for experience in the sports industry and/or entertainment industry.
•Bachelor's degree (B. A.) from a four-year college or university is preferred.
•Ability to read and comprehend documents such as safety rules, operating and maintenance instructions, and procedure manuals.
•Ability to complete written reports and correspondence.
•Must have strong communication skill and the ability to speak effectively to large groups of customers or members of an organization.
•Must be proficient with Microsoft Office Suite programs (Excel, Access, and Outlook) and a working knowledge of payroll systems. Experience using TMSS scheduling software is preferred.
•Demonstrated ability to provide exceptional customer service for all our customers and guests.
•Must be able to work extended hours including nights, weekends, on-call status, and holidays as necessary.
Golden 1 Center is a multi-purpose indoor arena, currently under construction in downtown Sacramento, California. It sits partially on the site of the former Downtown Plaza shopping center. The Golden 1 Center is part of a business and entertainment district called Downtown Commons, otherwise known as DoCo, which will include a $250 million 16-story mixed-use tower.
The Golden 1 Center will hos...t concerts, conventions and other sporting and entertainment events. Upon completion, it will replace Sleep Train Arena as the home of the Sacramento Kings of the National Basketball Association.