Comcast Spectacor

  • Manager, Guest Experience

    Location US-PA-Philadelphia
    Job ID
    2018-4137
    Group
    Wells Fargo Center
    Location Name
    Wells Fargo Center
    Category
    Events
    Type
    Regular Full-Time
  • Overview

    Manager, Guest Experience is responsible for developing and achieving all aspects of the Guest Experience strategy. This includes leading and directing the Guest Experience Department. This position requires an in depth knowledge of Customer Service, Employee Training, and maintaining a service centric culture.

    Responsibilities

    • Responsible for leading the coordination and execution of the Wells Fargo Center Guest Experience Program, Philly PASSION.
    • Design, create and implement a Guest Experience training program for all game day employees.
    • Manage all game-day staff reward and recognition programs.
    • Manage and grow the Happy or Not program, by continuing to connect real time data to appropriate staff across all lines of business to make informed decisions.
    • Measure, analyze and report Guest Experience performance metrics from Secret Shopper Program, Happy or Not, Guest Experience Feedback, Post Event Surveys, and Observations.
    • Define policies, procedures and best practices to advance the quality of the Guest Experience
    • Creates and environment that promotes employee satisfaction, teamwork, performance feedback, recognition, and mutual respect.
    • Be the voice of the guest and evaluate experience during events.
    • Provide insights on key service and guest experience trends.
    • Work closely with all tenants, departments and business partners to ensure consistency in Guest Experience efforts and results.
    • Oversee that all service inquiries are responded to timely and appropriately
    • Work event nights when necessary to ensure a best in class Guest Experience.

    Qualifications

    • Bachelor’s Degree in Hospitality, Marketing, Sports Management, Business   Management/Administration or other related field
    • 5 Years of Guest and or Customer Service training working in a faced pace environment.
    • Ability to effectively present information to management, large crowds and respond to complaints from Guests.
    • Must be strong leader with creative and innovative solutions to problems.
    • Highly effective interpersonal skills and people management skills
    • Ability to work event nights and weekends, in addition to traditional business hours.
    • Proficiency in Microsoft Word, Excel and Outlook.

     

    INTELLECTUAL/SOCIAL/PHYSICAL DEMANDS & WORK ENVIRONMENT:
    The 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 the essential functions of this job, the employee is continuously asked to multi-task under time limits. 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 constant use of interpersonal skills including: ability to direct/motivate/inform staff and foster collaboration, being able to recognize and resolve conflicts, being able to openly communicate in writing and verbally with clients.

    Physical Demands:
    • While performing duties of job, the employee constantly operates a computer and other office devices such telephones, copy machines, fax machines, etc; occasionally move about inside the office to access storage areas, cabinets and office machinery; constantly communicate via telephone, email and in-person with others and exchange accurate information.

    Work Environment:
    • The duties of this position are performed primarily in doors in an office environment. The noise level in the work environment is usually minimal-to-moderate during non-event days and moderate-to-loud during event days.

     

     

     

    COMCAST SPECTACOR IS AN EQUAL OPPORTUNITY EMPLOYMENT EMPLOYER

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