Vice President - Guest Services
Atlanta Hawks
Atlanta, GAThis was removed by the employer on 3/2/2018 9:16:00 PM PST
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Full Time Job
Over the last three years, the leadership of the Hawks and Philips Arena have lead a dynamic turnaround of the franchise, on and off the court. Building on the 60-win season and Eastern Conference Finals appearance in 2015, the Hawks have relaunched the brand, increased sponsorship by 50%and doubled the season-ticket holder base. Ownership is committed to bringing a championship to Atlanta and recruited one of the architects of the Miami Heat's and Golden State's recent success as our new general manager.
At the same time, the ownership group led by Tony Ressler and Grant Hill set the focus on four key real estate development initiatives: build a new practice facility; acquire a G-League franchise; renovate Philips Arena; and redevelop downtown surrounding the Arena. The Atlanta Hawks have made real progress on each of these four initiatives – entitling, breaking ground or completing each one. The franchise now has the physical assets to grow over the next several years and pivot from being a developer to an operator of these expanded enterprises.
As an operator, the team and arena encompass a broad range of individual businesses that need to work together to create an unparalleled guest experience – property manager, restaurateur, event promoter, parking operator, traffic coordinator, security provider, marketing partner, ticket seller, etc. Every year, the Arena hosts 1.5 million visitors, serves enough food and drink to be one of the biggest restaurants in Atlanta, manages five separate parking lots across downtown, and produces a range of events from basketball, concerts, family shows to corporate conferences.
Guest Services will need to play a significant role in making sure we have the right talent in place to ensure our full-time and event day staff deliver a world-class guest experience through multiple touch points using southern hospitality to make every guest feel special. To lead our Guest Services effort, we are creating a Vice President, Guest Services (VPGS) role.
Key Responsibilities
Reporting to the Executive Vice President & General Manager of Philips Arena, the Vice President of Guest Services (VPGS) will be a key member of the Hawks organization responsible for creating the guest experience by first evaluating our current programs, identifying areas for improvement, bench-marking and determining proper measurements for success, and driving our organizational culture throughout the various arena touch-points via all full time, part time and event day staff. The VPGS will identify and shape the Guest Services culture and create a guest-first ideology that will contribute to the overall guest experience.
Specifically, the VPGS will be responsible for the following:
• Ensure that the Company has the right people, systems, training, supervision and reward programs in place to create a successful guest services program.
• In partnership with organizational executives, the VPGS will create relevant and meaningful key performance indicators to measure our success of hosting the best guest experience in the NBA and to rank among the top arenas for guest services in the country.
• Partner with staff, consultants, and the NBA to create guest experience surveys that will allow benchmarking and ongoing evaluation of individual performers and arena categories such as cleanliness, food quality and southern hospitality, to be measured and reported on YOY for purposes of continuous improvement.
• Create a high-performance culture of employee engagement, helpfulness, trust, collaboration and commitment and a ''one-team'' attitude across all event day staff whether they are full-time, part-time or work for our sub-contractors.
Strategic Leader for Guest Services
• Create a vision for and foster excitement around the guest experience that develops a pride and passion for its delivery, Philips Arena, and the Atlanta Hawks.
• Translate data into actions by ensuring that guest and industry metrics are centric to all business decisions.
• Capacity to manage multiple, complex projects across multicultural and multifunctional teams. Must have the ability to ensure that each team and employee is working towards the common goals of the best guest experience in the industry.
• Establish and execute all aspects of the Company's Guest Services talent strategy, including workforce forecasting, performance coaching and individual skills development that supports Company's focus on world-class guest service.
Managing and Developing Guest Service Capabilities
• Lead, direct and develop the Guest Services function and its budget, ensuring its effectiveness according to established metrics.
• Establish an effective Guest Services analytics and reporting process; provide input into system designs and enhancements; develop and monitor ''Secret Shopper,'' and other guest experience initiatives through data centric metrics and KPI's to ensure the effectiveness of guest service programs.
• Understand, integrate and provide counsel to the business on LiveSafe, Workday and AWARE Manager; ensure LiveSafe, Workday and AWARE Manager are effectively utilized with minimal business disruption; provide feedback and continuous improvement for its effectiveness.
• 60 days – evaluate current recruiting, training, and service analytics and make recommendations for improvements, 90 days – make recommendations for improved full-time staffing structure, 180 days – established service excellence expectations for all staff and proper preparations for opening the new transformed arena.
• Develop Guest Services employee relations practices and tools that foster effective communication, owning the message, method and frequency across the Company.
Professional Experience, Qualifications and Education
The VPGS will have a track record of success contributing to an organization's world-class guest service functions, possessing excellent leadership and communications skills. In addition to strong business acumen, the VPGS will have experience devising and more importantly deploying guest service strategy & tactics. The VPGS will be proactive and capable of suggesting and effectively introducing alternatives to current Guest Services practices, focusing on training, retention and recognitionprograms. The candidate will be dedicated to providing world-class service and creating memorable moments for all guests by constantly exceeding their expectations. Prior success providing Guest Services, talent and cultural support to organizations delivering world-class guest experiences through multiple touch points using full-time and part-time team members and sub-contractors in hospitality, entertainment or other service-oriented venues is required. A Bachelor's degree in Hospitality, Guest Relations, or related field from an accredited institution; a graduate degree is preferred; a minimum of 10 years of demonstrated expertise in guest service/customer service or a related field.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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