Employee and Guest Experience Manager

Bachelor degree in Communications, Marketing, Business, Human Resources, or equivalent experience required.
Proficient computer skills required including Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
Detailed oriented, highly organized, energetic, a self-starter and a good communicator.
Taps into their creativity to create band member and guest materials and to problem solve.
Serves as a good listener.
Comfortable drawing out or collecting feedback from all band members.
Has a natural interest in helping others and a heart for service.

In partnership with the venue General Manager, this position is responsible for administering employee engagement, venue staffing and guest service division-wide goals.
Plan and coordinate processes and activities associated with employee engagement and guest service.
Partner with the venue’s Guest Ambassadors to create Miracle Moments at every show.
Will be lead in maintaining metrics and sharing information with the corporate office.
Work with Department Managers and Supervisors to ensure service standards are being communicated pre-event and demonstrated during and post the event.
Will be the venue’s brand ambassador and the face of the service culture program.
Administrator for the guest service, recognition and employee training system(s).
Administer anniversary service awards and other employee recognition and guest service programs.
Responsible for completing the Post Event Service Recap and analyze other venue service reports to create action plans for service improvements in partnership with the General Manager.
Lead the end of season employee opinion survey for the venue.
Research best practices and collaborate with the General Manager to develop venue opportunities to increase employee engagement, increase guest satisfaction.
Help facilitate new employee orientation.
Manage applicable venue service program budget and process vendor invoices.