Guest Services Manager

• POSITION:             Guest Services Manager
• DEPARTMENT:        Guest Services
• REPORTS TO:            Director of Event Services
• FLSA STATUS:             Salaried/Exempt

Summary

Legends Global, the leader in privately managed public assembly facilities, has an excellent and immediate opening for a Guest Services Manager for Legends Global/Caesars Superdome | Smoothie King Center | Champions Square. Responsible for ensuring the delivery of outstanding Guest Services and the effective execution of operational procedures and standards.  Uses leadership skills, effective management, and positive team member relations to ensure the high quality of guest satisfaction and achievement of overall departmental goals.

Essential Duties and Responsibilities

• Guest Services:

o    Accountable for guest satisfaction by ensuring service standards are met, and guest needs and concerns are responded to in a timely manner, focusing on service recovery.

• Works side by side with staff to train and model appropriate guest service standards.  Responsible for holding staff members accountable for anticipating needs and exceeding guest expectations.  Implementing creative service programs designed to increase guest satisfaction.
• People Management and Training:

o    Assists in evaluating staff performance and takes appropriate corrective action as needed to hold team members accountable.

• Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing team members.
• Assists with interviewing, hiring, coaching, and development of all team members.  Assists with required training for department team members and ensuring training records are maintained.
• Analyzes quality issues, identifies training needs, and ensures implementation to improve results.
• Self/Workload Management:

o    Attends all daily, weekly, and/or monthly department meetings to ensure proper communication/planning occurs.

• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
• Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
• All other duties as assigned.

Qualifications

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Must successfully pass a criminal background check
• Ability to communicate and be able to problem-solve with team members and guests
• Must be able to manage multiple priorities in a fast-paced environment
• Demonstrates clear written and verbal communication skills
• Excellent interpersonal and customer service skills
• Self-motivated and able to motivate others
• Ability to perform multiple tasks and meet deadlines
• Goal orientated, team player
• Easily adapts to change
• Must have high attention to detail and leadership ability.
• Must have excellent organization skills, a high degree of creativity to facilitate efficient problem-solving.
• Must be able to manage multiple priorities and work in an environment with frequent interruptions and tight deadlines.
• Able to work nights, weekends, and holidays as needed
• Education and/or Experience
• High School Diploma or Equivalent
• College Degree preferred
• Physical Demands
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to move around the facility; to stand for long hours during events; talk and hear. This position may require work inside or outside of the building, as needed by events.
• Note
• The essential responsibilities of this position are described under the headings above.  They may be subject to change at any time due to reasonable accommodation or other reasons.  Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.
• Legends Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.
• Applicants that need reasonable accommodations to complete the application process may contact 504-587-3995.