Sr Manager, Guest Experience (Training & Development)

Job Title:  Senior Manager, Guest Experience (Training & Development)

Department: Guest Experience

Business Unit: KSE

Location: Denver, Colorado

Reports To: Director, Guest Experience 

Employment Type: Full Time– Salaried–Exempt

Supervisor Position: Yes

_____________________________________________________________________________________

Kroenke Sports & Entertainment (KSE) is an American Sports and Entertainment holding company based in Denver, Colorado. KSE is committed to providing world class sports and entertainment for both live and broadcast audiences. We are the employer of choice as the owner and operator of Ball Arena, DICK’S Sporting Goods Park, the Paramount Theatre, Denver Nuggets (NBA), the Colorado Avalanche (NHL), Colorado Mammoth (NLL), Colorado Rapids (MLS), KIMN,KXKL, KKSE (FM/AM), Altitude Sports & Entertainment, Major League Fishing/Fishing League Worldwide (MLFLW), Winnercomm, Outdoor Sportsman Group and SkyCam. 

Nature of Work:

The Guest Experience Department exists to provide enhanced customer service and create memorable experiences for our guests at Ball Arena and DICK’S Sporting Goods Park. The Senior Manager of Guest Experience (Training & Development) will create content and develop training initiatives for our Memorable Moments program and act as the main representative for the program to KSE event staff & vendor partner groups. This program seeks to train on our company core values, recognize staff for providing “memorable moments” for our guests and provide engagement opportunities for staff. 

Examples of work performed:

• Develops a yearlong training plan for all event staff groups based on their area of service 
• Creates trainings for event staff based on company core values
• Delivers trainings to groups and management teams
• Provides creative ideas on new and different ways of delivering content to event staff
• Leads Memorable Moments Committee which includes representatives from each vendor partner group to develop trainings, coordinate staff appreciation events and foster new ideas
• Coordinates trainings with Human Resources for both KSE and vendor partners and ensures KSE core values are being trained on by all partner groups
• Facilitates the secret shopper program
• Monitors the post event surveys and collaborates information to add to trainings and provide feedback to various departments

• Manages event staff communication initiatives (emails, newsletter, etc.) to improve vendor partner awareness of KSE standards, processes & procedures, the Memorable Moments Program, and upcoming events
• Builds strong relationships across the organization with all lines of business
• Represents Ball Arena in conjunction with Director as NBA & NHL league contact with regards to arena experience guidelines and initiatives and communicates league recommendations regularly to internal and external partners

• Oversees one full time Manager of Guest Experience 
• Assists the Manager of Guest Experience with the management of the Memorable Moments program and Memory Maker staff
• Assists in the planning of employee appreciation events and recognition efforts
• Attends events as needed to monitor staff interaction and ensure a high-quality guest experience at both Ball Arena and DICK’S Sporting Goods Park (2-3 per month)
• Assists with responding to the Guest Experience phone lines and email accounts
• Advises the Director of Guest Experience on potential training opportunities and areas of improvement and provides suggestions
• Other duties as assigned.

This description is a summary only and is describing the general level of work being performed, it is not intended to be all-inclusive. The duties of this position may change from time to time and/or based on business needs. We reserve the right to add or delete duties and responsibilities at the discretion of the supervisor and/or hiring authority. 

Working Conditions & Physical Demands:

• Typical Office Conditions
• Ability to stand and move for long periods of time during events both indoors and outdoors in varied weather conditions
• Occasional need to lift boxes/materials up to 30 pounds

• Ability to work non-traditional hours including nights, weekends and holidays
• Public speaking in large group settings

Qualifications

• Minimum
  1. Bachelor’s degre