Guest Experience Training Manager

Summary

ASM Global, the leader in privately managed public assembly facilities, has an excellent and immediate opening for a Guest Experience Training Manager at NRG Park in Houston, Texas.  NRG Park is in the fast lane for opportunity and excitement.  We are a one-of-a-kind premier facility with four major venues within one giant park, NRG Center (one million+ sq. ft. Convention Center), NRG Stadium (home of the Houston Texans and The Houston Livestock Show & Rodeo), NRG Astrodome (“The” Astrodome), and NRG Arena.    We are seeking a unique Guest Experience Training Manager to join our Guest Experience team.  Under general supervision, the Guest Experience Training Manager oversees and guarantees that the facility provides quality customer service to clients, guests, vendors, and all others serviced by the staff and facility at NRG Park.  Under the direction of the Director of Event Services, the Guest Experience Training Manager develops and provides proficient and comprehensive service-oriented training to the staff of ASM Global and other entities at NRG Park where necessary.  Acts as liaison between the facility and clients, ensuring all clients’ guest service training requirements are met and facility rules, regulations, and policies are adhered to.

Essential Duties and Responsibilities

Include the following: 

• Maintain the unique and standardized Guest Experience Training Program ONE NRG Park. 
• Manage the aspects of the ONE NRG Park team member experience to include reward and recognition programs, incentives, inventory, rewards team members, etc., with the assistance of the Guest Experience Team Members. 
• Manage and maintain the ONE NRG Park Employee website, along with updating content related to the employee experience  
• Enforce a vibrant customer-focused culture by rallying together key stakeholders, ASM Global team members, as well as all the organization’s business partners and their personnel.

• Train team members on various aspects of providing exceptional customer service, presenting the highest professional image, and maintaining an effective working relationship with clients, team members, exhibitors, guests, and others encountered in the course of employment.
• Provide instructor-led training to all partners and contractors on NRG Park Guest Experience programs.
• Maintain and support the high standards of NRG Park and positively contribute to the culture of the organization.

• Work with tenants and all ASM Global personnel to increase the level of exceptional customer service.
• In conjunction with the Guest Experience Managers, develop a team which serves to audit NRG Park events on a year-round basis to provide metrics for review.
• Analyze guest experience audit data to develop customized training plans to address any training gaps identified.

• Be the champion for the monthly meeting with representatives of all partner companies to brief on all items related to Guest Experience and Venue Culture related to event activity
• Conduct monthly or bi-monthly briefs with Executive Management to review metrics related to ONE NRG Park training  
• Conduct Event related audits in real time to identify positive actions and rewarding them, while also identifying deficiencies that need to be corrected in real time. 
• Develop situational training modules for each ASM Global department which proactively enhance the overall Guest Experience  
• Keep up to date on the latest training trends, developments, and best practices. To include but not limited to conference attendance, collaboration with other ASM Global properties, etc.

• Manage team member enrollment for training, schedule training sessions, and organize the resources to facilitate training programs.
• Support the event day activities of the Guest Experience Team, to include supporting scheduling, staffing, discipline and event day logistics. 

• May perform other duties as assigned.

Supervisory Responsibilities    

• Carries out supervisory responsibilities in accordance with all policies and applicable laws.
• Supervise Guest Services Staff (both in-house and subcontracted personnel) and Guest Experience Coordinator to help manage the expectations of the Guest Services department.
• Responsibilities include interviewing, hiring, and training team members; planning, assigning, and directing work; scheduling approvals; appraising performance; rewarding and disciplining team members.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommo