Assistant Guest Services Manager

The Assistant Guest Services Manager supports the implementation of effective operations and customer service programs to help ensure a positive, first-class guest and fan experience at assigned venues. This role assists the Guest Services Manager with the day-to-day operations of the Guest Services Department, including supervision and scheduling of part-time Guest Services team members. The Assistant Manager works closely with the Guest Services Manager to support event readiness, team member performance, and overall front-of-house operations.**Responsibilities*** Collect team member availability and develop schedules to ensure appropriate staffing levels using ABI MasterMind scheduling and payroll software* Utilize Workday HR and financial management applications as needed to support department operations* Assist with interviewing, hiring, and supervising part-time Guest Services team members, including Ushers, Pass Gate, Ticket Takers, Door Guards, Usher Supervisors, Wardrobe, Event Receptionists, Elevator Operators, and Guest Services Desk Personnel* Assist with new hire orientations and team member training* Coordinate pre-event materials and information, including team member check-in lists, event information for supervisors, seating relocations, and team member information sheets* Conduct pre-event briefings and monitor front-of-house team members during events* Assist with team member coaching, counseling, disciplinary actions, and related recommendations* Oversee Guest Services operations during events, including seating issues, guest concerns, injuries, and other event-related matters* Assist with Guest Services operations before and after events* Respond to guest inquiries and follow up on post-event guest comments as needed* Assume Guest Services Manager responsibilities in the absence of the Guest Services Manager* Order and maintain team member uniforms and other company-issued property* Support additional projects and responsibilities as assigned **Qualifications*** Bachelor’s degree or equivalent combination of education and experience* Minimum of 2–3 years of experience in a guest service role with progressively increasing responsibilities, preferably within a sports, entertainment, or similar environment* Minimum of 1 year of supervisory or management experience working with a large team in a fast-paced environment* Excellent organizational and time management skills, with the ability to manage multiple priorities and meet deadlines* Strong written and verbal communication skills* Self-motivated with the ability to motivate and support others* Proficiency in Microsoft Office applications* Experience with ABI scheduling or other time and attendance software preferred* Comfortable speaking in front of large groups* Ability to work collaboratively and build strong relationships with internal and external stakeholders* Ability to work a flexible schedule, including nights, weekends, and some holidays **Knowledge, Skills and Experience****Education -** Bachelor's Degree**Experience Required –** 2+ Year's This position is on-site. #J-18808-Ljbffr