Guest Services Manager

Job Summary

• Has a positive attitude, strong work ethic and passion for flawless execution?


• Feels a sense of pride and accomplishment in successfully executing a well-organized, well-coordinated event?


• Is ready to directly supervise tasks while also actively contributing to help complete the necessary tasks in a timely fashion? 


• Promotes a culture of high performance and continuous improvement that values learning and quality?


• Is motivated by understanding a client’s needs and crafting creative solutions to meet those needs?


• Works well within in a collaborative, team-driven, and goal-based environment? 

• Hire, train, manage and motivate all Event Staff; and 


• Work closely with Director of Safety and Security to create staffing plans for each event; and


• Serve as a liaison with visiting team supporters to coordinate pre-match, in-match, and post-match logistics as it pertains to parking, entry, and egress; and


• Provide a high level of guest services during all events. This position will serve as the primary contact and interface with fans; and


• Create and distribute event preparation materials as it relates to checklists, timing, room assignments, maps, and any other items with fan relations; and

• Process payroll for Event staff. Closely monitor to ensure adhere to budget and bring attention to excessive hours; and 


• Prepare annual operating budget and provide department specific budget materials for event pro formas; and 


• Oversee the advancing and communicating of event information to the appropriate departments and staff; and


• Create, implement, and monitor an incentive program for Event Staff; and


• Develop, produce, and maintain various staff training documents, including Match Day and Premium Event Staff manuals and other event information documents; and


• Create an efficient process for staff check-in/out as it pertains to control, throughput, uniforms, radios, and other equipment; and


• Maintain and manage uniforms for all Event Staff.  This includes distribution, collection, laundering as necessary; and


• Coordinate training opportunities, tabletop exercises, discussion-based simulations, etc. to educate staff and enhance operations.