Guest Services Manager

This is a Full Time Job

Manager, Guest Services

PHX Arena

Phoenix, AZ

Job Summary:

Player 15 Group includes several companies and many collaborative departments that support the Phoenix Suns, Phoenix Mercury, and Footprint Center.

Would you like to win championships and create sustained success? Player 15 Group is looking for individuals who are committed to pursuing excellence, win championships, create sustained success and desire to play a role in creating memorable experiences.

We are seeking an experienced and highly motivated Manager, Guest Services, to assist team members with providing the highest level of guest service at all arena events, with a focus on concerts and shows.

What You Will Do:
• Serve as a leader on the Guest Services team and support over 200 PT event team members with delivering on our service standards through hiring, training, staffing, and performance feedback.
• Lead by example, delivering exemplary service by creating a positive, exciting atmosphere for all team members, building stakeholders, partners, and guests.
• Oversee preparation and execution of all event day operations: prepare event day information, lead pre-shift briefings, and serve as primary point of contact for team members during assigned events.
• Maintain a visible presence and constant communication with team members throughout the event ensuring.
• Proactively and appropriately respond to team members and guests in a prompt, courteous and professional manner, and serve as an escalation point for team member and guest inquiries, concerns, and/or complaints.

What We Need From Our Manager, Guest Services:
• A demonstrated passion for guest service and the ability to project a friendly, approachable, and professional attitude at all times.
• Ability to effectively communicate with and listen to diverse populations, including strong verbal communication, written and presentation skills.
• Effective time management skills and ability to manage several complex projects simultaneously while working under pressure to meet deadlines.
• Proven ability to work effectively independently and in a team environment and frequently deal with difficult issues related to people or situations.

Experience/ Education Requirements:
• High school diploma or GED
• 4-year degree in Business, Hospitality, Communication, Sports Management or related field of study or equivalent experience preferred.
• At least two years of supervisory or management experience overseeing part-time staff in a similar environment; concert or large-scale event experience is highly preferred.
• Computer proficiency and technical aptitude with the ability to utilize MS Office suite, ABI, 24/7 Incident Management System, Ticketmaster, Suns/Mercury App, etc.

What You Can Expect:

The work environment characteristics described here are representative of those that must be met by Manager, Guest Services to optimally perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Ability to transit throughout the arena for long periods of time.
• This position works mainly indoors, removed from extreme weather; exposure to weather is <5%
• S-Sedentary Work – Exerting up to 10 pounds of force occasionally.
• Must be able to carry on a conversation both on the phone and in-person.
• Ability to Read, Write & Speak in English
• Wide range of full-time benefit options including
• Medical, Dental and Vision coverages
• Life and Disability options
• Vacation, sick and holiday leave programs
• In-arena work requirements with the potential of hybrid schedules based on each role and department.
• Perks:
• Discounts at Fanatics Team Shop
• Tickets available for Phoenix Suns and Phoenix Mercury games
• Visit our Culture page to learn more about our culture and work environment

Player 15 Group is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Please note this job description is not crafted to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

For questions about this career opportunity, please contact the People & Culture Recruiting team at recruiting@suns.com

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.