Mar 22, 2020
*In order to be considered for this role, after clicking "apply now" above and being redirected, you must fully complete the application process on the follow-up screen. * POSITION: Guest Experience Manager REPORTS TO: Director of Event Services FLSA STATUS: Exempt ASM Global ASM Global is the world’s leading venue management and services company. The company was formed by the combination of AEG Facilities and SMG, global leaders in venue, event strategy, and management. The company’s elite venue network spans five continents, with a portfolio of more than 300 of the world’s most prestigious arenas, stadiums, convention and exhibition centers, and performing arts venues. From Aberdeen to Anchorage, and Sydney to Stockholm, its venues connect people through the unique power of live experiences. State Farm Stadium Completed in August of 2006, State Farm Stadium has set the standard in multi-purpose NFL Facilities. The stadium is home to a variety of different events including Arizona Cardinals home games, the annual Fiesta Bowl, international soccer matches, motorsports, trade & consumer shows, and corporate & social functions. Designed with a roll-out natural grass field and retractable roof, the first of its kind in North America, the stadium is capable of converting from a sports facility to a multi-functional event space allowing it to host numerous event types in air-conditioned comfort. Summary ASM Global, the leader in privately managed public assembly facilities has an excellent and immediate opening for a Guest Experience Manager at ASM Global/State Farm Stadium. The Guest Experience Manager is responsible for coordinating and directing Guest Experience operations in the stadium for a variety of public and non-public events. Essential Duties and Responsibilities Include the following. Other duties may be assigned Oversee day to day and game day operations as it relates to guest experience, including ADA guidelines and compliance Hire, train, schedule and manage all part time guest experience representatives and tour guides Oversee staffing, management and coordination of the stadium’s public and private tour program Lead idea generation of methods to increase average of attendees per stadium tour Staff and manage the stadium’s guest survey program for public events Maintain employee disciplinary paperwork, including attendance, payroll and evaluations Inventory control, ensuring that all employees have the right equipment and supplies to perform the job Maintain Tour script & Tour & Guest Experience Training manual Inventory/Order uniforms (shirts/jackets/name tags) for Guest Services & Tour staff Assist the Marketing Dept. in various marketing campaigns for the tour program including distribution of materials to local hotels, restaurants and visitors bureaus efficiently as possible Manage onsite communication with fans with signage and personnel to improve their State Farm Stadium experience Assist with training and management of customer service & employee recognition programs in conjunction with primary tenants to ensure highest level of guest satisfaction Liaison with Arizona Cardinals in management of a branded Stadium customer service & employee recognition program Produce and distribute the employee newsletter Coordinate and communicate all relevant information to guest experience representatives Act as a tour guide when necessary On-site liaison with the box office manager for Stadium Tour Program Tour reporting for Finance Department Input purchase order request into Perfect Procure system. Maintain Tour Analysis spreadsheets Maintain Guest Experience/Tour guide scheduling system Create and maintain monthly tour calendar & monitor tour program hot line Create and send/receive tour contracts and process credit card payments Serve as Manager on Duty, serving as a facility representative Supervisory Responsibilities Managing stadium Guest Experience Representatives and Tour Guides 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. Education and/or Experience 2-3 years of experience in Guest Services or customer services relations preferred. Bachelor's Degree in related field preferred. Additional experience may be substituted for education Highly developed verbal, written and e-mail communication skills Excellent organizational skills, detail-oriented with ability to handle multiple assignments Knowledge of ABI or other timekeeping system strongly preferred Supervisory experience preferred Skills and Abilities Operate a personal computer using Windows and Microsoft Office software Operate portable radio and standard office equipment including copier and fax machine. Follow oral and written instructions and communicate effectively with other in both oral and written form Ability to train, oversee and direct staff in guest services and relations Capable of working nights, weekends, holidays, and extra hours as needed Ability to handle multiple tasks at one time, meet deadlines and function well under pressure Desire to deliver exceptional customer service to a varied group of users Work effectively under pressure Maintain an effective working relationship with clients, employees, patrons and others encountered in the course of employment Remain flexible and adjust to situations as they occur Ability to converse fluently in both English and Spanish preferred Computer Skills To perform this job successfully, the individual should have some computer skills. 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 required to walk extensively. This position requires work inside and outside of the building and some exposure to adverse conditions. 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. To Apply This position offers a competitive salary and benefit package. Please attach a copy of your most recent resume and cover letter which includes salary requirements. Applicants that need reasonable accommodations to complete the application process may contact- 623-433-7110. ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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