Guest Experience Manager
Los Angeles Angels
Anaheim, CAThis was removed by the employer on 2/23/2017 9:17:00 PM PST
Not to worry we have many other jobs on the site;
Browse all jobs
Browse the Assistant and Entry Level Category
Browse the Sports Category
Search for Guest Experience Manager jobs in Anaheim-CA
Search all Guest Experience Manager postings
Full Time Job
The Guest Experience Manager reports to the Senior Director, Ballpark Operations and is responsible for developing, managing, vision and execution of all touch points related to the guest experience with Angels Baseball. This person must be a passionate champion of guest service and lead through a flawless “service” oriented communication, both with staff and guests alike and be able to lead, influence, and communicate the Angels’ brand image, and stadium experiences through training, strategy and vision.
Through flawless Guest Service:
• Provide flawless guest service through written, verbal and face-to-face interaction.
• Ability to handle a wide variety of customers from various modes of communication in ways that will: diffuse the situation, increase loyalty, document incident, prevent reoccurrence, and guest feedback.
• Receive, document, respond, forward and track all trends of guest compliments and complaints received from numerous different outlets.
• Determine, implement and evaluate successful approaches to maximizing fan experience and transforming it into a competitive advantage for Angels Baseball.
• Support the Ballpark Operations Team through the following:
• Managing and upholding the Angels’ brand through a variety of different communication outlets, including email inboxes, phone communication, in-person meetings.
• Assist in all game-day responsibilities, includes being scheduled to work events on days, nights and weekends.
• Facilitating guest service requests, return visits for guests invited back, and management of game-day lost and found.
• Managing all event day communication with employees, including newsletters and informational sheets.
• Managing all aspects of Angel Stadium Tours and the Tour Guide Team, including tour group booking and scheduling.
• Managing scheduling and execution of Angel Stadium Photo Sessions.
• Ticketing administration including requests for additional and lost tickets, special orders, scoreboard messages and restaurant reservations.
• Assists Event Sales and Service Manager with execution of offseason events as directed, including, but not limited to:
• Negotiating and booking small stadium events
• Maintaining and communicating advance calendar events to affected departments
• Keeping track of event finances including check requests, invoicing, and reporting
• Ensures all aspects of events are implemented and controlled according to plans
• Closes out all events and ensures completed charges and billing as required
• Assists with preparing the budget by providing financial reports.
• Supervises Event Day Staff such as third party catering staff, set up/clean up staff, security, etc.
Leadership, Training and Vision
• Manage day-to-day operations of the Guest Relations, Ambassador and Suite Concierge Department(s), including scheduling, guest service guidance, and discipline.
• Provide guest service leadership and guidance to all stadium employees, including Event Staff, Parking, Security, Guest Relations and Janitorial employees, related to guest inquiries, objections, complaints and special needs during events.
• Provides strategic vision for future guest experiential projects, including guest research, guest surveying, and secret shopping
• Assist in the strategy, vision and execution of the A Service Training program:
• Use trends across all communication platforms to identify service “training” specifics goals for the upcoming year with relation to game-day, food service, security and merchandise staff members.
• Creatively work with Ballpark Operations to strategize on delivery of training ideas/plans.
• Participate in the execution of stadium-wide guest service training in preparation for the new baseball season.
• Proactively communicate with, instruct, and motivate staff through year round update training and dissemination of information.
• Assist in the strategy, vision and execution of the A Service Reward and Recognition Program
• Continue to build upon current A Reward and Recognition structure to create positive and timely reinforcement of excellent behavior
• Seek out new ways to continually recognize Angels Event Day Staff through use of a variety of different recognition tools.
• Participate in administrative duties related to A Service Execution, including partnering with supervisors across all lines of business to ensure timely recognition.
• Work closely with the Ticket Operations staff, Sales staffs, Marketing and Sponsorship departments to implement and execute annual customer benefits, services & sales programs and events throughout the calendar year.
Requirements / Qualifications:
• Bachelor’s degree in Hospitality, Organizational Leadership, Communications or Business Administration preferred.
• Five years of customer relations and sales experience in hospitality, gaming, entertainment or sports industry preferred.
• Training Implementation/Design/Execution and Public Speaking experience is preferred.
• Demonstrated leadership skills including the ability to motivate, train and develop staff.
• Track record of working in collaborative, multi-disciplinary teams.
• Must have a passion for customer, leadership and guest service.
• Must possess a passion for using the Angels’ Brand and baseball as a platform to positively impact guest experience and enrich guest/employees lives.
• Desire to be a “game changer” for the guest experience at Angel Stadium
• Seasoned professional, polished and presents themselves well both in communications and face-to-face interactions.
• Must possess excellent and succinct written and verbal communication skills with a strong command of the English language and attention to detail.
• Ability to remain calm and positive in stressful situations and project a professional image at all times.
• Team oriented.
• Ability to communicate with all levels of management.
• Ability to work weekends, nights, and holidays as required by schedule of events.
• Ability to stand/walk for extended periods of time and work outdoors, in direct sunlight and occasionally in inclement weather.
• Ability to occasionally lift up to 20 lbs with or without reasonable accommodation.
Angels Baseball is an equal opportunity employer.
Note:
When you apply for this job online, you will be required to answer the following questions:
1. What is your desired yearly pay rate?