Guest Experience Manager

Job Summary: WHO ARE WE? Live Nation Entertainment is the world’s leading live entertainment company, comprised of global market leaders: Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship. Ticketmaster is the global leader in event ticketing with over 500 million tickets sold annually and more than 12,000 clients worldwide. Live Nation Concerts is the largest provider of live entertainment in the world promoting more than 40,000 shows and 100+ festivals annually for nearly 4,000 artists in over 40 countries. These businesses allow Live Nation Media & Sponsorship to create strategic music marketing programs that connect over 1,000 brands with the 98 million fans that attend Live Nation Entertainment events each year. For additional information, Live Nation’s Concerts Division is where tours are born, artists come to life, and fans get to experience the rush of live music. From our dozens of owned/operated Amphitheaters to our Global Touring team, from Ticketing and Venue Operations to Marketing and Sales… we foster a fun and upbeat work culture with no shortage of opportunities. With perks ranging from free concert tickets to dog-friendly offices, to progressive benefits like student loan reimbursement and adoption/fertility support… it’s no wonder we are certified as a Great Place to Work organization and one of People Magazine’s “50 Companies that Care”. We want everyone to feel like they belong and can thrive in our community, so we strive to help you achieve your career and personal goals. Live music is our passion and where we find our common ground. There has never been a better time to join Live Nation. WHO ARE YOU? Passionate and motivated. Driven, with an entrepreneurial spirit. Resourceful, innovative, forward thinking and committed. At Live Nation Entertainment, our people embrace these qualities, so if this sounds like you then please read on! THE JOB Venue Nation is seeking an Employee & Guest Experience Manager for the Midflorida Credit Union Amphitheatre. The Experience Manager will be responsible for administering various corporate and venue designed initiatives that support employee engagement and recognition programs, and guest service-related initiatives. WHAT THIS ROLE WILL DO EMPLOYEE ENGAGEMENT: Plan, coordinate, and implement processes and activities, including newsletters, day-of-show information sheets, and other communication tools associated with employee engagement and guest service. EMPLOYEE CARE/EXPERIENCE: Manage the upkeep and vibe of the employee break area, incorporating show-day elements of care that elevate the work experience and remove hassles. Plan and facilitate ongoing employee appreciation efforts and events. EMPLOYEE RECOGNITION: Administrator of the employee recognition program, facilitating creative approaches to individual and group recognition. Will be the venue’s culture leader by looking for ways to recognize small and big service wins by your staff and create a “ONE-CREW” mentality. TRAINING & COACHING: Venue leader for the service-focused, employee training system(s). Help facilitate, in collaboration with other venue leaders, large-scale on-site venue staff training. Work with Department Managers and Supervisors to ensure the venue’s service standards of Safety, Care, Encore, and Efficiency are being communicated at pre-event meetings, demonstrated throughout the show, and incorporated at the end of each night. FAN EXPERIENCE: Develop creative and fan-focused initiatives for service recovery, surprise and delights, and guest milestones. REPORTING: Responsible for completing/managing assigned day of show/post-show reports, helping manage the guest service experience platform, and analyzing other venue service reports to create action plans for service improvements and/or opportunities in partnership with the General Manager and your regional lead. PROCESS IMPROVEMENT: Work in coordination with venue leadership to discuss budget, needs, and ongoing support. Identify and seek opportunities to remove event day hassles for both fans and employees. SPECIAL PROJECTS: May be asked to manage implementation and maintenance of other guest-facing or employee based on-site programs. COLLOBARATION/SUPPORT: Frequent meetings with core venue team, attend bi-weekly calls with your Fan & Artist Services Regional leader and fellow venue experience managers, as well as have frequent one-on-ones with those regional leads. WHAT THIS PERSON WILL BRING A natural interest in helping others and a heart for service. As well as a passion for delivering engaging and memorable fan experiences. Must be able to maintain composure and organization in an often hectic and loud environment. Be flexible and approach the job with a one team mentality no matter the task. Proficient computer skills required including the ability to use Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and CANVA. A positive outlook, strong communication skills including public speaking or meeting facilitation skills and the ability to engage others. Strong problem-solving skills and demonstrated experience #J-18808-Ljbffr