Venue Guest Experience Manager

About the role

The Employee & Guest Experience Manager at Midflora Credit Union Amphitheatre is responsible for various initiatives that support employee engagement and recognition programs, and guest service-related initiatives.

Responsibilities

• 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.
• 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.
• Administrator of the employee recognition program, facilitating creative approaches to individual and group recognition.
• 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.
• Develop creative and fan-focused initiatives for service recovery, surprise and delights, and guest milestones.
• 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.
• 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.
• May be asked to manage implementation and maintenance of other guest-facing or employee based on-site programs.
• Collaborate/support with the 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.

Qualifications

• A natural interest in helping others and a heart for service.
• A passion for delivering engaging and memorable fan experiences.
• Maintain composure and organization in an often hectic and loud environment.
• Flexible and approach the job with a one team mentality no matter the task.
• Proficient computer skills 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 finding creative, yet viable solutions.
• 1-3 years’ plus of work experience in a comparable role.
• Position requires constant physical activity such as walking, climbing stairs, lifting, and carrying equipment. Must be able to lift 30 lbs. using proper lifting techniques.