Assistant Guest Services Manager

We're glad you're interested in working for Miller Sports + Entertainment (MSE)!

• It's fun! We operate the Salt Lake Bees (MiLB) and Megaplex Theatres. The sports and film industries are our passion.
• It's rewarding! Our guests love the entertainment experience, which makes our jobs even more enjoyable.
• It's exciting! We support 18 theatre locations and a new sports and entertainment district (America First Square) with the Salt Lake Bees and Megaplex Theatres as its anchor.
• Great perks! Free and discounted perks for the Salt Lake Bees and Megaplex Theatres.

You will work for one of Utah’s most recognizable sports + entertainment brands, with a great team, creating lasting memories for our guests and fans!

The Guest Services Assistant Manager is responsible for helping build guest loyalty by providing brand-aligned support experiences in connection with the Salt Lake Bees, Megaplex’s Mega Pass, My Mega Rewards , and digital ticketing strategy for both entities. In this role, you will lead a team of call center-like professionals (responding to guest concerns via chat and email rather than phone) in daily activities including, training, motivating, coaching, and problem-solving emerging issues.

Additionally, this position will assist the Guest Services Manager in establishing and documenting policies and procedures, team scheduling, reporting, trend analysis, hiring, development, analyses and implementation. You will also help integrate the guest service functions of the Salt Lake Bees under the Megaplex/MSE Guest service team.

The position will:

• Works with the Guest Services Manager daily to direct and communicate with team members so that service calls are answered in a timely, efficient and knowledgeable manner
• Responsible for assisting to build a positive work environment, including guiding workspace design efforts to foster optimal output from team members
• Evaluates and improves processes and procedures for systems and tools that support the guest experience for the Salt Lake Bees, Mega Pass, My Mega Rewards , and digital ticketing
• Will be responsible for becoming a subject matter expert on tools and platforms that help shape the guest experience and will develop and cultivate these same abilities with team members
  
  Maintain and assist or encourage team members on key performance indicators, with the Guest Services Manager input, and provide regular statistical reporting on performance for management and team members
• Perform regular audits on written communications that team members send out to help improve and insure language is in accordance with company values.
• Assists employees with appropriate training and other resources to perform their jobs
• Aid the Guest Services Manager in addressing disciplinary and/or performance problems according to company policy
• Assumes responsibility for special projects as assigned and works with the Technical Project Manager role to gather requirements, allocate resources, maintain budget and scope, and ultimately deliver on-time
• Works with Guest Services Manager to propose and refine scripts for a variety of guest interaction scenarios, ensuring calls and emails are handled efficiently and effectively
• Effectively communicates in both written and verbal forms, across all levels of the organization and in every guest interaction
• May be requested to use personal vehicle for company business, if you agree to using your vehicle, you must have a valid driver’s license, proof of insurance and a good driving record
• Perform all other tasks as assigned – candidate must be able to adapt quickly to change

We want to give our guests the best entertainment experience possible. To do this, our jobs demand reliability, positivity, and hard work.
We believe you have what it takes to make a great impact!

• 2 years higher education or equivalent experience in a related field
• Ability to maintain guest centered focus in all aspects of assigned work
• Demonstrated ability or potential for leading a team
• Highly organized and able to efficiently organize the work of others
• Manage team performance and make adjustments as necessary
• Ability…