Premium Service Executive

This is a Full Time Job

The Premium Services Executive is responsible for managing the overall customer service of Comerica Park premium seating clients, including suite holders and Champions Club seat holder customers. Additional responsibilities include coordinating and managing all premium sales special events.

KEY RESPONSIBILITIES:
• Executes service plan for premium seating clients to provide the highest level of guest services, including: fulfillment of contracts, ancillary value-added programs, programs to maintain established levels of attendance and utilization of premium seats and regular/timely communication schedule for suites and club seats
• Builds and maintains relationships with clients through well executed and effective touch points as well as direct and indirect communication ensuring client return on investment is exceeded, etc
• Manages client expectations and service needs as the primary contact
• Manages relationship with Comerica Park's food and beverage provider to ensure the entire experience of the suite holder is first rate
• Develops a post season recap for all suite holders, highlighting shows and events as well as baseball highlights from the year
• Assists with walk-throughs of the premium seating areas to ensure a quality product for all clients
• Develops and executes promotions such as player/alumni visits, hospitality, in-game experiences and exclusive events related to premium seat client requests
• Oversees execution of ancillary benefits such as pre-sales of tickets to all events held at the park, special events, in-game requests and non-game day access
• Implements and promotes individual game ticket requests and additional suite ticket requests
• Acts as the primary premium seating contact during events and ensure client's questions, requests, logistics, complaints are resolved quickly and effectively
• Manages and coordinates all repair, maintenance schedules and monthly checks for suite accounts
• Assume planning and leadership role of premium sales special events such as client road trips, networking events, receptions, and other special events
• Assist in developing annual renewal strategy and execution for both suite and club seat contract renewal year over year.
• Assist clients in answering food and beverage related questions, handling special catering requests and planning of special occasions (birthdays, anniversaries, etc.)

SUPPLEMENTAL JOB FUNCTIONS:
• All other reasonable duties as assigned by supervisor

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
• Bachelor's degree in business administration, marketing, communications or related area
• Minimum of five (5) years' experience of direct, front line customer contact in a high-quality guest services, hospitality, concierge environment
• Any equivalent combination of experience and training which provides the knowledge and abilities necessary to perform the work
• Possess the highest integrity and ethical standards
• Highly organized with good coordinating and project management skills
• Ability to plan, organize, and implement a customer service plan
• Demonstrated capability to interface and maintain effective relationships with all departments and employees in a team-oriented environment
• Ability to keep accurate and detailed records
• Must be self-directed and goal oriented
• Ability to provide exceptional customer service
• Must possess knowledge of all Microsoft applications such as Word, Excel, and PowerPoint
• Must be able to work days, nights, weekends and holidays

PREFERRED KNOWLEDGE, SKILLS AND ABILITIES:
• Knowledge of sports and entertainment industry

WORKING CONDITIONS:
• Irregular and extended hours including nights, weekends, and holidays
• Exposure to high noise level
• Frequent visual/auditory attention