Guest Services Manager

Guest Services Manager at Legends Global

Legends Global, a leader in privately managed public assembly facilities, is looking for an immediate opening for a Guest Services Manager for Legends Global/Caesars Superdome, Smoothie King Center, and Champions Square. The Guest Services Manager will ensure the delivery of outstanding Guest Services and the effective execution of operational procedures and standards. Leadership, effective management, and positive team member relations will be essential to achieve high quality guest satisfaction and overall departmental goals.

• Guest Services
  • 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.
  • Work side by side with staff to train and model appropriate guest service standards and hold staff members accountable for anticipating needs and exceeding guest expectations. Implement creative service programs designed to increase guest satisfaction.
• People Management and Training
  • Assist in evaluating staff performance and take appropriate corrective action as needed to hold team members accountable.
  • Motivate staff by setting goals, providing ongoing feedback, and rewarding/recognizing team members.
  • Assist with interviewing, hiring, coaching, and development of all team members. Assist with required training for department team members and ensuring training records are maintained.
  • Analyze quality issues, identify training needs, and ensure implementation to improve results.
• Self/Workload Management
  • Attend all daily, weekly, and/or monthly department meetings to ensure proper communication and planning occurs.
• Achieve 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.
• Determine 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.

• Must successfully pass a criminal background check.
• Ability to communicate and problem‑solve with team members and guests.
• Ability 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.
• Goal oriented, team player.
• Adapts easily to change.
• High attention to detail and leadership ability.
• Excellent organization skills and high degree of creativity to facilitate efficient problem‑solving.
• Works nights, weekends, and holidays as needed.

• High School Diploma or Equivalent.
• College Degree preferred.

The position requires regular movement around the facility, standing for long hours during events, and the ability to talk and hear. Work inside or outside the building may be required during events.

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.