Guest Services Manager

 

This position is responsible for managing Guest Services functions within Orlando Venues Properties, including overseeing the head ushers, supervisors, and staff and leading them to exceed expectations of service and safety for every guest, promoter, sponsor, vendor, and event participant.

 

Essential functions of the job are highlighted below. Other duties may also be assigned. Please note that essential functions may vary depending on department size, organizational structure, and/or geographic location. Reasonable accommodation may be made to allow differently abled individuals to perform the essential functions of the job.

1.    Pre-Event:

·         Work with Business Services Manager to develop employee manuals, and the client to provide event-day information guides. 

·         Responsible for orientation and guides staff in strengthening competencies and meeting client needs.

·         Work with the Director of Operations to prepare materials for event day head ushers and supervisors for all events at Orlando Venues.

·         Works in conjunction with other management to ensure staffing is distributed equally among sites.

·         Work with Director of Operations and Business Services Manager to ensure all guest services staff have been through Customer Service and Kia Center University Training.

·         Build staffing requirements in Schedule Xpress prior to pre-established deadlines.

·         Oversee the maintenance and distribution of radios and Alvarado’s (ticketing machine). Oversee the storage, maintenance, and upkeep of all equipment.

2.    Event Day:

·         Coordination, distribution, and training of event day guest services staff.

·         Supervise event-day operations and ensure the safety and security of all patrons and employees.

·         During an event creating meaningful experiences and a safe environment.

·         At the direction of the Director of Operations, intervenes, when necessary, in resolving personnel problems and guides counseling of supervisors and staff involving the Orlando Venues and other Special Events.

·         Work with the Director of Operations to represent the management team and supervise event-day operations at all Orlando Venues. 

3.    Post Event:

·         Manage time processing including payroll and billing in coordination with the Business Services manager.

·         Complete after-action reports (AAR) and submit in a timely manner.

·         Evaluate employee data and EPIs (Employee Performance Index) on a monthly basis (Including report cards detailing call offs, late arrivals, counseling notes, etc). 

·         Work with head ushers and supervisors to dissect all the information following an event (i.e., Customer complaints, facility work orders/repairs, human resource paperwork).

4.    Reporting and Communication:

·         Submits equipment and supply written request to Director of Operations, 30 days prior to needed equipment.

·         Assist Director of Operations and Business Services Manager in the management and on-boarding of new staff members.

·         Responds in a timely manner to all emails and verbal communications.

·         Works closely with the Director of Operations and the Business Services Manager to ensure the efficient, effective, and complaint operations of all accounts within the operational area of the Orlando Venues.

·         Meets regularly with clients(s) and Director of Operations to proactively address patron related issues, at the discretion of Orlando Venues.

5.    Policies/ Risk Management:

·         Understand and enforce all Andy Frain Services policies, and procedures. Embrace and adopt Orlando Venues culture in all employee expectations.

·         Carries out all responsibilities in an honest, ethical, and professional manner.

·         Proactively identifies risk to employees and company assets (buildings, equipment, etc). Plays a vital role in ensuring a safe, healthy, and secure workplace.

·         Establish and review post orders. Ensure Supervisors are using post orders to train guest services in greetings, ticket taking, ushering, and customer service.

6.    Leadership/ Projects/ Other Roles:

·         Must be prepared to act as the Director of Operations as needed in their absence.

·         Will be an effective member of and