Guest Services Manager

Guest Services Manager

This position is responsible for managing Guest Services functions within Orlando Venues Properties, including overseeing the head ushers, supervisors, and staff and leading them to exceed expectations of service and safety for every guest, promoter, sponsor, vendor, and event participant.

Responsibilities/Duties

Essential functions of the job are highlighted below. Other duties may also be assigned. Please note that essential functions may vary depending on department size, organizational structure, and/or geographic location. Reasonable accommodation may be made to allow differently abled individuals to perform the essential functions of the job.

1. Pre-Event:
   • Work with Business Services Manager to develop employee manuals, and the client to provide event-day information guides.
   • Responsible for orientation and guides staff in strengthening competencies and meeting client needs.
   • Work with the Director of Operations to prepare materials for event day head ushers and supervisors for all events at Orlando Venues.
   • Works in conjunction with other management to ensure staffing is distributed equally among sites.
   • Work with Director of Operations and Business Services Manager to ensure all guest services staff have been through Customer Service and Kia Center University Training.
   • Build staffing requirements in Schedule Xpress prior to pre-established deadlines.
   • Oversee the maintenance and distribution of radios and Alvarado's (ticketing machine). Oversee the storage, maintenance, and upkeep of all equipment.
2. Event Day:
   • Coordination, distribution, and training of event day guest services staff.
   • Supervise event-day operations and ensure the safety and security of all patrons and employees.
   • During an event creating meaningful experiences and a safe environment.
   • At the direction of the Director of Operations, intervenes, when necessary, in resolving personnel problems and guides counseling of supervisors and staff involving the Orlando Venues and other Special Events.
   • Work with the Director of Operations to represent the management team and supervise event-day operations at all Orlando Venues.
3. Post Event:
   • Manage time processing including payroll and billing in coordination with the Business Services manager.
   • Complete after-action reports (AAR) and submit in a timely manner.
   • Evaluate employee data and EPIs (Employee Performance Index) on a monthly basis (Including report cards detailing call offs, late arrivals, counseling notes, etc).
   • Work with head ushers and supervisors to dissect all the information following an event (i.e., Customer complaints, facility work orders/repairs, human resource paperwork).
4. Reporting and Communication:
   • Submits equipment and supply written request to Director of Operations, 30 days prior to needed equipment.
   • Assist Director of Operations and Business Services Manager in the management and on-boarding of new staff members.
   • Responds in a timely manner to all emails and verbal communications.
   • Works closely with the Director of Operations and the Business Services Manager to ensure the efficient, effective, and complaint operations of all accounts within the operational area of the Orlando Venues.
   • Meets regularly with clients(s) and Director of Operations to proactively address patron related issues, at the discretion of Orlando Venues.
5. Policies/ Risk Management:
   • Understand and enforce all Andy Frain Services policies, and procedures. Embrace and adopt Orlando Venues culture in all employee expectations.
   • Carries out all responsibilities in an honest, ethical, and professional manner.
   • Proactively identifies risk to employees and company assets (buildings, equipment, etc). Plays a vital role in ensuring a safe, healthy, and secure workplace.
   • Establish and review post orders. Ensure Supervisors are using post orders to train guest services in greetings, ticket taking, ushering, and customer service.
6. Leadership/ Projects/ Other Roles:
   • Must be prepared to act as the Director of Operations as needed in their absence.
   • Will be an effective member of and lead project teams.
   • Acts as readily available resource to client(s) staff and supervisors in the area of operations.
   • Support other departments or offsite locations as assigned by the Director of Operation and Branch Manager.

Qualifications

The following are the minimum qualifications that an individual needs to successfully perform the duties and responsibilities of this position. Please note that the minimum qualifications may vary based on the department size and/or geographic location.

• Associate degree or equivalent experience
• 2 years or more of Event Services experience in a stadium or arena management, sports and entertainment facility, or other hospitality-oriented business such as theme parks, hotels, or airlines required
• Ability to obtain FEMA Certification in 100b, 200b, 700a, 800b, 901 and IAVM Training Crowd Manager.
• Knowledge of industry best practices
• Knowledge of NBA requirements preferred

Location Specifics

This role requires oversight of Kia Center, Camping World Stadium, and other assigned locations for Andy Frain Services (Guest Services).

Skills/Abilities

Ability and willingness to work an event-driven schedule including weekends, evenings, and some holiday hours

Experience in a high-volume, service driven environment

Ability to speak in front of audiences ranging from less than 10 to 600+ people

Demonstrated ability to handle sensitive and confidential information and situations

Strong leadership and personnel management experience with the ability to coach, mentor and motivate a diverse workforce

Demonstrated ability to be creative and seek proactive solutions to problems and situations before and/ or after they arise with little or no supervision

Proficient in the operation various PC applications including Word, Excel, and Outlook

Problem Solving/ Planning/ Organizing

Technical Skills/ Quality/ Adaptability

Customer Service/ Interpersonal Skills/Dependability

Oral Communication/ Teamwork

Cost Consciousness/ Diversity/ Ethics

Judgement/ Motivation/ Professionalism

Attendance/ Punctuality/ Initative

Physical Demands

In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to allow differently abled individuals to perform the essential functions of the job. Must be able to see, hear, speak, and write clearly in order to communicate with employees and/ or other customers. Manual dexterity is required for occasional reaching and lifting of small objects, and operating office equipment. Travel throughout the Orlando area as required to meet operational needs.

Work Environment

In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to allow differently abled individuals to perform the essential functions of the job within the environment. The office is clean, orderly, properly lighted, and ventilated. Noise levels are considered low to moderate.

Application Process

Interested candidates should submit their resume highlighting relevant experience. We value diversity and encourage all qualified individuals to apply. Andy Frain Services is an equal opportunity employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.