Guest Services Manager

Job Summary: Job Summary: WHO ARE WE? Live Nation Entertainment is the world’s leading live entertainment and eCommerce company, comprised of four market leaders: Ticketmaster, Live Nation Concerts, Front Line Management Group and Live Nation Network. As the largest producer of live music concerts, Live Nation Concerts operates over 45 venues across the United States. For additional information, visit http://www.livenationentertainment.com/. WHO ARE YOU? Employees have a leading role in the service experience our guests have. The extent to which we recognize our employees for service well done, is the extent to which they will care not only for the guests, but for each other. That’s why SAFETY for employees and guests is our first priority. We show CARE around every corner and look to create ENCORE moments of service excellence for everyone. And our commitment to EFFICIENCY, is our way of staying well-organized. So join us! We need these kinds of skills and talents as we Create Once in a Lifetime Experiences for our Fans. THE ROLE The Guest Service Manager is responsible for the overall management of all guest service functions at the venue. WHAT THIS ROLE WILL DO: Interviews, selects, trains, supervises, counsels and disciplines guest services staff to ensure maximum guest satisfaction. Organizes and conducts meetings and communicates pertinent information to the staff. Schedules and directs staff in their work assignments. Regularly reviews and evaluates the department and recommends and implements new operational policies and procedures when necessary. Investigates and resolves all guest complaints. Interacts positively with guest to maintain guest loyalty. Moves throughout the venue and interacts with guests to provide information and respond to inquiries about products and services. Responsible for actively ensuring complete guest satisfaction by checking to see if appropriate changes were made to resolve guest's problems. Keep record of guest service interactions, recording details of inquiries, complaints, or comments, as well as actions taken for resolution. Show CARE by participating in the venue’s sustainability program which could include implementing programs that conserve resources/prevent waste such as sorting waste and collecting recycling and educating our fans about our efforts. Partner with fellow crew members at the end of show to close the venue- this may include collecting recyclables from the lawn and/or reserved section, picking up and properly storing event equipment such as lawn chairs, barricade, Etc. Other tasks as assigned by the Operations Manager. Work with scheduling payroll administrator to ensure that all staffing needs are met. Budget appropriately for each show's needs while working to reach the overall operating per/head goal. Works with Experience Manager to resolve elevated guest concerns. Work in conjunction with all departments to ensure the venue is SHOW READY. WHAT THIS PERSON WILL BRING Combination of 3-5 years’ experience in a role similar to this position. Strong computer skills in Outlook, Excel, Word, PowerPoint and other related computer programs. Strong organizational skills. At least 2 years in Guest Service and communications. Strong strategic thinking and creative problem-solving skills. Excellent verbal, written and interpersonal communication skills. Acute sense of judgment, tact and diplomacy. A strong-sense of teamwork and ability to execute programs. Able to work long hours including nights, weekends, and holidays. Position requires constant walking, climbing stairs, lifting and carrying 50 lbs and occasional sitting. If the above description sounds like you and fits your background, apply online to join the Live Nation Entertainment team today at: https://www.livenationentertainment.com/careers/. Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa. Equal Employment Opportunity Live Nation Entertainment strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law. Hiring Practices The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Live Nation Entertainment recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Live Nation Entertainment may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, Internet recruiting, job fairs, college recruiting and search firms. About Us Recognized three years in a row by Great Place to Work® and named one of People Magazine’s top 50 Companies that Care, Live Nation Entertainment is the global leader in live entertainment and ticketing. Our world-class portfolio reaches all aspects of the live event and ticketing industry, from ground-breaking software in Ticketmaster, mix of legendary venues and restaurants in House of Blues, production leaders in Concerts, exceptional brand partnerships in Media & Sponsorship, and unparalleled team of artist managers in Artist Nation supported by diverse professionals in all facets of Corporate operations. We recognize that our most important assets are our employees, the rock stars who keep the live experience going. Generous vacation, healthcare, and retirement benefits are just some of the great perks we offer to support our global workforce of more than 38,000. For any stage in your career, our many unique benefit programs are designed to help you live life to the fullest. We offer student loan repayment to support recent grads, six months of paid caregiver leave to support new parents, perks like Roadie Babies (bring your little ones & a caretaker along with you on work trips) and Music @ Home (stipend to cultivate your little ones’ music interest), and tuition reimbursement to fuel your ongoing professional development. Plus, working for the world's largest live event and ticketing company means you'll have access to free concerts, festivals, sports games, and more through our exclusive employee ticket concierge. There is no bigger stage for your career. See what your future looks like at Live Nation Entertainment.