Comcast Spectacor

  • Guest Services Manager

    Location US-IA-Des Moines
    Job ID
    2018-3914
    Group
    Spectra - Venue Management
    Location Name
    Spectra VM - Iowa Events Center & Wells Fargo Arena
    Category
    Venue Management
    Type
    Regular Full-Time
  • Overview

    This position is based at the Iowa Events Center. The Iowa Events Center features a variety of flexible spaces to host events of all types and sizes. The Iowa Events Center is a unique combination of three venues under one roof: Wells Fargo Arena, Hy-Vee Hall, and Community Choice Credit Union Convention Center. The complex is flexible to meet the needs of events of all types and sizes. It is well-suited for conventions, meetings, tradeshows, sporting, social and entertainment events from 10,000–17,100 people.

    You can learn more about our venue here: http://www.iowaeventscenter.com/

     

    Guest Services Manager is responsible for scheduling and all departmental activities pertaining to Guest Services, Police, move in/out, and First Aid event staffing.  Position is accountable for providing a safe and enjoyable arena environment for guests and staff and serves as on-site Manager for most events. Ensures that staff has appropriate knowledge and tools, through teaching and quality control, in order to attain service goals set by company and department.

     

    Spectra, an industry leader in sports, entertainment and venue management, is dedicated to recruiting and developing individuals with the skills, experience, desire, and values to contribute to the continued growth and success of our organization.  Together, with our 250+ sports & entertainment venue partners, we transform events into experiences! These experiences create excitement, turn heads, and make memories.  Come Join Us!  You can learn more about Spectra at www.spectraexperiences.com/

     

    Responsibilities

    • Manages all Guest Service activities for events at Iowa Events Center to ensure high level of guest satisfaction in all pertinent areas of event experience
    • Develops, maintains and implements all training activities for part time employees within the Guest Services staff; this includes public speaking, teaching large audiences as required
    • Responsible for interviewing, hiring, and training department employees
    • Plan, assign and direct workload for all Guest Services and phone operator staff
    • Act as facility contact for all event related complaints, including but not limited to, answering incoming emails, calls, and event concerns
    • Participate in formulating, administrating and developing policies and long- range goals/objectives for the Guest Services department
    • Prepare staffing estimates and complete settlement bills for accounting when necessary
    • Ensure employee schedules are entered timely into timekeeping system; making any updates to schedules and/or payroll sheets as needed
    • Track attendance of staff according to Attendance Policy. Partner with HR / Director for any disciplinary required
    • Responsible for scheduling and ensuring Events department is staffed appropriately based on estimates; coordinating with contacts from Security, Police and First Aid departments
    • Act as Event Manager for events as needed; perform all related functions as required
    • Be present for majority of Wells Fargo Arena events
    • Implement disciplinary procedures with staff as needed
    • Provide excellent customer service assistance to internal and external clients

    Qualifications

    • Bachelor’s degree from an accredited college or university with major course work in facility management, management, business administration or related field preferred.
    • Two or more years’ supervisory experience in similar field or in customer service industry
    • Exemplary customer service skills with the ability to handle multiple tasks and priorities simultaneously
    • Must have demonstrated ability to perform effectively under stressful situations
    • Training or knowledge in crisis management strongly preferred
    • Knowledge of supervisory skills including how to motivate, support and involve employees in accomplishing goals and objectives
    • Must have a demonstrated ability to function in a fast paced, high-pressure environment
    • Must be available to work a flexible schedule including long hours, nights, weekends and holidays as event needs require
    • Ability to communicate clearly and concisely in the English language, both orally and in writing
    • Must be detail oriented, have strong organizational skills, and demonstrated interpersonal skills
    • Proficient computer skills in a Windows format including experience with Outlook, Word, Power Point, Excel and Publisher. E-Time Timekeeping knowledge preferred but not required.

    INTELLECTUAL/SOCIAL, PHYSICAL DEMANDS AND WORK ENVIRONMENT:

    The intellectual/social, physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    Intellectual/Social demands:

    While performing duties of this job, the employee is continuously asked to multi-task under time constraints and with moderate to high pressure situations. Position requires constant attention to precise details and accuracy of specified standards including: following simple to complex (more than 3 steps) instructions, and concentration which frequently extends beyond 30 minutes at a time. Employees in this role will constantly be in leadership role; this requires directing others either verbally or in writing to complete tasks in prescribed time frame.  This position also requires frequent use of interpersonal skills including: ability to direct, motivate, inform staff, foster collaboration; in addition to greeting and directing clients verbally and with visual cues towards building locations.  Requires maintaining a well-groomed professional appearance.  Employee must be able to recognize and resolve conflicts. Ability to openly communicate in writing and verbally with clients and determine an optimal solution to their concern.   Employee will frequently communicate via radio and in-person with others and exchange accurate information. This position requires employee to frequently work both independently or as part of a team.

     

    Physical demands:

    While performing the duties of this job, the employee will frequently operate a computer and other office devices such as

    calculators, telephones, copy machines, fax and printer; and be required to grasp, fingering manipulation of product,

    feeling and typing.  Employee will frequently be required to stand, walk, and/or be mobile to move about a large facility,

    during and after events supervising staff and directing clients to desired locations.  Employee must constantly communicate

    via radio, telephone, email and in-person with others and exchange accurate information.  Vision requires ability to

     constantly adjust focus to view staff and guests across a large facility; close vision is required to read and respond to email

    messages and read documents. Ability to hear communication of others in a loud event environment.

    Employee may occasionally be required to lift and/or move up to 25 pounds due to business demands.

     

    Work environment:

    The duties of this position are performed primarily indoors in an office environment using a computer and cell phone.  The noise level in the work environment is usually minimal to moderate during non-event days and moderate to loud on event days.  Frequent exposure to a loud, crowded event environment with 1,000 to over 10,000 or more guests in attendance.  The employee must be available by company provided cell phone and email.  While performing duties of this job, the employee is occasionally exposed to weather conditions prevalent at the time.

     

     

     

     

    SPECTRA IS AN EQUAL OPPORTUNITY EMPLOYMENT EMPLOYER.

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