Guest Services Manager

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.

• 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.
• 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:
• 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:
• 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.

POSITION:
Guest Services Manager

DEPARTMENT:
Guest Services

REPORTS TO:

Director of Event Services

FLSA STATUS:
Salaried/Exempt

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.

• 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.
• 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:
• 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:
• 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…