Manager, Guest Experience

Job Title: Manager:Guest Experience – Amerant Bank Arena
Department: Guest Experience
Reports To: Vice President, Event Services
FLSA: Exempt
Employment Type: Full-Time
Location: Amerant Bank Arena, Sunrise, FL

Job Summary:

The Florida Panthers and Amerant Bank Arena are seeking a dynamic, high energy and dedicated individual to be the Manager, Guest Experience. The Manager, Guest Experience, is responsible for ensuring that all guests and team members receive world-class service when visiting Amerant Bank Arena. This position will manage all front-of-house event staff including supervisors, concierges, ushers, and ticket takers. The candidate will also be a hands-on professional who enjoys rolling up their sleeves and working as part of a team. The successful candidate will lead efforts to manage initiatives including event staff training, supervision and communication, guest communication and resolution, and guest feedback and data analytics for process improvements

Essential Functions:

• Provides world class service to all guests visiting Amerant Bank Arena.
• Coordinates Guest Services operations in conjunction with the current Manager, Guest Experience.
• Oversee Amerant Bank Arena Part-Time Event Staff to include recruiting, interviewing, hiring, training, and event day responsibilities.
• Coordinate with Event Services team to understand staffing requirements and needs for each event.
• Create, implement, and grow recognition program with the Human Resources department.
• Manage and implement game day staff engagement programs along with standard operating procedures and trainings to promote enhanced guest experience.
• Monitor and respond to guest feedback email account as the primary contact for inquiries.
• Oversee 24/7 software as it relates to game day usage and reporting including but not limited to staffing, training, maintenance, and technical support of the program.
• Develop, distribute, and maintain work schedules for the Guest Experience Coordinator, Supervisors and Event Staff; process payroll following each game and event.
• Set up events in payroll system and approve gameday employee hours.
• Develop and enforce gameday staff policies and procedures.
• Maintain, distribute, and track arena equipment such as ticket scanners, radios, etc.
• Define and manage the departmental budget and procurement of supplies, uniforms and other items; review and process payments for department.
• Collaborate cross-departmentally to assist game day events, ticket promotions and marketing initiatives.
• Curate and facilitate pre-season and mid-season trainings, as well as actively monitor and identify onthe-job training opportunities.
• Address and resolve all guest inquiries, concerns, and feedback.
• Work closely with the John’s Eastern to respond to medical calls, assess potential claims and deploy remedial actions
• Administrator for 24/7 Incident Management platform, including but not limited to staffing, training, maintenance, and technical support of the program.
• Maintain Lost and Found program within 24/7, inclusive of intake, indexing, inventory management and addressing of guest inquires.
• Propose and implement strategies and programs to consistently improve guest satisfaction.
• Serve as organization’s American with Disabilities Act (ADA) Coordinator, providing constant review and advancement of the program; ensure compliance during all games and events.
• Hire, train, develop and manage the Coordinator, Guest Experience
• Act as “Manager on Duty” for all events as assigned.

Qualifications:

• Bachelor’s degree in hospitality, sports management, or related field is required.
• A minimum of 2-3 years of guest services experience is required.
• A minimum of 2-3 years of managerial experience is preferred.
• Strong leadership and organizational skills and ability to function in a fast-paced environment.
• Strong written and oral communication skills
• Exceptional customer service and leadership skills, including but not limited to de-escalation, service recovery, coaching, people management, recruitment, training, and the ability to motivate a diverse workforce.
• Must possess strong problem solving, analysis and communication skills, both in written and oral.
• Self-starter able to take projects and assignments from concept to completion.
• Ability to read, interpret, update, and create training programs utilizing documents such as strategy documents, safety rules, operating and maintenance guides, application instructions, and procedure manuals.
• Working knowledge of guest service and event best practices and near misses.
• Ability to speak effectively before groups of customers or employees of the organization.
• Working knowledge of Microsoft Office and ABI Scheduling System
• Availability to work outside traditional business hours, including nights, weekends, and holidays is required.
• Ability to speak Spanish will be considered a plus.

Position Type/Expected Hours of Work:

This is an exempt (salary). Must be able to work flexible hours, nights, weekends, and holidays as needed.