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Location
Indianapolis, IN, USA
Job Description
The Guest Experience Manager is responsible for implementing and managing an overall guest experience plan for Gainbridge Fieldhouse that adheres to the Elevate Service Standards and exemplifies high standards and quality service on behalf of Pacers Sports & Entertainment. The Guest Experience Manager is someone who has a passion for delivering a world-class guest experience, a true desire to interact with people from all backgrounds and is both a collaborative teammate as well as an inspirational leader.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Lead to inspire change and build a strong team and guest experience culture company-wide.
- Work with the Director of Guest Experience to develop a comprehensive Guest Services department plan that includes goals and objectives and assist in developing a quality service culture.
- Manage the Guest Experience Coordinator position, including scheduling and training.
- Recruit, hire, train, and maintain best-in-class part-time Guest Services employees.
- Manage the scheduling of Guest Services employees for all public and private events.
- Serve as a contact for the Guest Experience department during events.
- Manage and maintain inventory for Guest Enhancements and Recovery.
- Establish working relationships with vendors providing Guest Experience services, such as charging stations and cash-to-card kiosks.
- Create, schedule, and facilitate comprehensive annual and continual training for part-time Guest Services employees.
- Monitor and update Guest Services policies and expectations.
- Manage the Gainbridge Fieldhouse public tours program yielding proceeds for the Pacers Foundation. Coordinate tour schedules with Guest Experience Coordinator. Recruit tour guides as demand dictates and develop a script for tour highlights and points-of-interest.
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Qualifications Required
To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires an individual that must have a genuine passion about caring for staff and guests.
EDUCATION and/or EXPERIENCE:
This position must have experience developing, collaborating, communicating, managing, and leading transformative customer focused/culture changing initiatives within organizations. Cross functional and cross team experience driving positive outcomes and results is necessary. Excellent communication and interpersonal skills and experience required with both external and internal constituents at all levels (customers/subordinates/peers/superiors/executives). Ability to develop and maintain strong professional relationships with constituents at all levels. Excellent computer skills and working knowledge of Microsoft Office also required.
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