Manager, Guest Services

The Wells Fargo Center is one of the world’s busiest arenas, home of the Philadelphia Flyers, Philadelphia 76ers, Villanova University basketball, Philadelphia Wings, family shows and concerts. Since opening in 1996, the arena is the centerpiece of sports and entertainment in the greater Philadelphia region as well as prominently featured in the national spotlight. The 21,000-seat arena is a showcase arena for the company’s industry-leading qualities as an operator and an innovator in the live event experience.

Job Summary

Our motto is to “Together We Transform Events Into Experiences” which is what this role’s priority will be. The Guest Experience Manager will be primarily focused on enhancing the game day experience for both guests and Team Members. They will work on department projects and assignments, as well as assist, coordinate and work with Security & Services management in order to reach departmental goals and objectives. With hundreds of events yearly we need this candidate to be a high energy, team-oriented individual who is excited to deliver first class customer service. You will develop authentic rapport with guests and team members while creating memorable experiences each event. The manager will help create and facilitate a company-wide guest experience program to execute across different departments. This role requires a strong aptitude for leadership, communication, delivering presentations, project management and the ability to create buy in

Job Description

Core Responsibilities

•  Coordinates and assists in the development and training of guest service and security guidelines and procedures for employees and third party partners. Provides employee training and awareness programs.
• Assists in the creation of guest service programs and training materials for all Wells Fargo Center employees. Implement training accountability and tracking.
• Facilitate rewards and recognitions programs to team members across different departments.
• Implements company policy, procedures, standards and goals.
• Conducts regular meetings with Customer Care Supervisors to maintain two-way communication and achievement of departmental objectives.
• Monitors customer service productivity in accordance with established policy to assure adherence as well as completeness in all customer transactions.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Skills

Customer Experience (CX), Guest Service, Leadership

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Please visit the benefits summary on our careers site for more details.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also ma