Guest Experience Manager

• Lead with a positive attitude and demonstrate commitment to all Team Members.
• Focus on the experience of all stakeholders, continuously evaluating the processes to identify improvements.
• Collaborate within department management and company to achieve goals.
• Provide strong people leadership; implement strategies to effectively manage Team Members and improve the efficiency and effectiveness of department's people resources.
• Identify best practices, products, and new services to enhance the guest experience, and department efficiencies.
• Resolves concerns quickly to a positive outcome.

• Establish goals and objectives for assigned team.
• Empower frontline team members to consistently practice desired performance that enhances the guest's entertainment experience.
• Train, evaluate, and foster growth and development of Team Members.
• Counsel team members on proper job performance and the need to create a positive, safe guest experience for all events. (Written and oral)
• Responsible for counseling, conducting appraisals and termination of department employees.
• Develop and implement on the job training for the Guest Experience team on a reoccurring basis with a focus on safety and guest service excellence.
• Oversee and coordinate the workload and tasks of part-time support staff in area of responsibility.
• Develop Guest Experience Coordinators to ensure position goals and requirements are met.
• Collaborate with Department Management on creation, implementation and maintenance of department onboarding and continuing education training.
• Support the Pioneering Principals Recognition plan for frontline team members.
• Communicate Guest Experience philosophy to all departments' employees and keeps peers advise of guest experience and safety issues and opportunities.
• Implement process and support systems that consistently measure and improve performance.
• Responsible for analyzing information regarding staffing levels, turnover rates, tenure averages and termination percentages for assigned positions.
• Contribute to the development of cross departmental training programs in support of Team Teal efforts to provide best-in-class trainings.
• Communicate and cultivate safety and emergency management culture within department and company framework.
• Identify and develop staff for department support responsibilities.
• Follow all organizational labor guidelines, human resources policies and regulations, monitors for compliance.
• Participate and liaison with union stewards.
• Active member of the PMP Management Team.

• Attend the weekly Operations Managers meeting.
• Meet with booking managers and touring event representatives to determine security and other guest service requirements for each event.
• Ensure that all ADA regulations, building and event credentials and building and event policies are communicated and implemented appropriately.
• Determine door openings, uniforms, priority status, report times and search for all events.
• Responsible for managing assigned areas performance during events, serves as department lead as applicable.
• Ensures that set up team is briefed and has needed information to set department areas pre-event.
• Coordinate door opening and line management with appropriate managers.
• Oversee the Ticket Scan process and event attendance information.
• Oversee Team Services program ensuring team members are appropriately staffed and trained for Sharks/Barracuda Team Security.
• Oversees the creation and distribution of supplemental event notes, fact sheets, etc.
• Collaborates with Booking Department on the creation of event estimates.
• Coordinates third party staffing assistance as applicable.
• Ensures that staffing numbers are distributed to police and auxiliary security as applicable.

• Responsible for recruiting, selecting, hiring, and developing full-time and part-time employees of the team.
• Implement and refine People Management Plan within area of responsibility.
• Respond to guest-related incidents requiring manager's involvement throughout events such as lost children, relocations, injuries, stolen tickets, evictions, etc.
• Maintain knowledge and understanding of all applicable regulations for emergency preparedness, security, and similar areas.
• Conduct pre-event and post-event briefing for supervisors and staff.
• Implement Guest Experience philosophy in area of responsibility and keep peers advised of guest services policies and issues.
• Identify best practices, budgetary items, and services to enhance the guest experience.
• Develop, document, and implement building policy and procedures.

• Consult with Sr. Director of Guest Experience & Security on personnel, event, and guest matters.
• Administer Aware Manager system, create and implement use and champion purpose throughout the organization.
• Collaborate and develop training programs in the Litmos dojo that incrementally improve the performance of department team members.
• Assist with handling sensitive situations including injuries, incidents involving alcohol, and unruly guests.
• Provide budgetary reporting and analytic assistance to Sr. Director, Guest Experience & Security.
• Document and maintains assigned area standard operating procedures.
• Respond to guest concerns via phone, e-mail, and letter or in person.
• Assists with the department budget and reporting.
• Creates after incident action reports as applicable.
• Will perform other duties as assigned.

• BS / BA or equivalent.
• 1- 3 years of proven experience in the guest services, event, security industry; with 1-2 years of supervisory experience preferred.
• Prior building or physical security experience and/or knowledge of security operations a plus.
• Prior event medical planning experience or knowledge a plus.
• Bi-lingual a plus.
• Strong project management skills and ability to multi-task.
• Strong presentation skills in addition to strong verbal and written communication skills.
• Excellent ability to establish rapport with others and ability to build strong interpersonal relationships.
• It is imperative that you can work independently without supervision, be self-directed and demonstrate initiative.
• Exhibit good judgment and decision-making skills, as well as ability to manage your own time and implement your own schedule.
• Ability to meet tight deadlines and work well under pressure.
• Strong organizational skills, time management skills and attention to detail required.
• Develop and maintain excellent guest/employee service via creative problem solving/communication skills (written and oral).
• Work cooperatively with staff in other departments and organizations.
• Demonstrate working knowledge in Microsoft Office Suite programs.
• Demonstrate working knowledge of incident management programs and concepts.
• Must be able to speak to large groups of people.
• Ability to be flexible, to coordinate and juggle numerous priorities and projects and meet deadlines without sacrificing creative effectiveness.
• Maintain acceptable attendance and punctuality.
• This job will require availability to work shifts outside of SSE's typical business hours. With advance notice, you may be scheduled to work evenings, weekends, and holidays. A successful Ushering and Emergency Medical Manager will demonstrate a clear understanding that most of the events take place between the hours of 5:00 p.m. and 12:00 a.m., including work on holidays and weekends

• Competitive base salary and performance-based variable pay (if applicable)
• A robust package of health/ dental/vision benefits.
• Central office location in downtown Oakland; extremely convenient access to BART, and major freeways.
• The opportunity to work with a variety of passionate individuals, committed to innovating
• exceptional sports and entertainment opportunities in our hometown.
• An inclusive culture which values diversity of background and a passion to improve our SSE's
• commitment to change with impact on our community and industry

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