AEG

Guest Experience and Tours Manager

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POSITION: Guest Experience and Tours Manager

FLSA STATUS: Exempt

Location: Glendale, AZ

ASM Global
ASM Global is the world’s leading venue management and services company. The company was formed by the combination of AEG Facilities and SMG, global leaders in venue, event strategy, and management. The company’s elite venue network spans five continents, with a portfolio of more than 300 of the world’s most prestigious arenas, stadiums, convention, and exhibition centers, and performing arts venues. From Aberdeen to Anchorage, and Sydney to Stockholm, its venues connect people through the unique power of live experiences.

State Farm Stadium

Completed in August of 2006, State Farm Stadium has set the standard in multi-purpose NFL Facilities. The stadium is home to a variety of different events including Arizona Cardinals home games, the annual Fiesta Bowl, international soccer matches, motorsports, trade & consumer shows, and corporate & social functions.

Designed with a roll-out natural grass field and retractable roof, the first of its kind in North America, the stadium is capable of converting from a sports facility to a multi-functional event space allowing it to host numerous event types in air-conditioned comfort.

About the Position

ASM Global is seeking to hire a Guest Experience and Tours Manager at State Farm Stadium. The Guest Experience and Tours Manager is responsible for overseeing the operations of the Guest Services department in the stadium for a variety of public and non-public events as well as the State Farm Stadium Tour Program. This position will contribute to the elevation of the overall Guest Experience of the facility.

The right candidate for the job naturally cares about people, possesses excellent communication skills, and has a teamwork/servant leader mindset to build positive rapport with our fellow partners, employees, and guests.

Essential Duties and Responsibilities
Oversee the Guest Services Department of State Farm Stadium

  • Hire, train, schedule, and manage all part time guest services representatives
    • Maintain desired staffing levels for stadium events and tours
    • Maintain employee disciplinary paperwork, including attendance, payroll, and evaluations
  • Oversee day to day and game day operations as it relates to guest services, including ADA guidelines and compliance
  • Assess and implement enhancements to the Guest Services team including the potential for other event day positions
  • Manage inventory of all GS department equipment and supplies, ensuring that all employees have what they need to perform their duties at a high level
  • Participate in the development and administration of the Guest Experience and Tours budget; forecast of additional funds needed for staffing, equipment, materials, and supplies
  • Manage onsite communication with fans with signage and personnel to improve the State Farm Stadium experience
  • Coordinate and communicate all relevant information to guest service representatives
  • Oversee Tour Coordinator and assist them with the day-to-day operation of the tour program
  • Hire Tour Guides and develop their training alongside the Tour Coordinator
  • Assist in growing/strengthening the Stadium-Wide Guest Experience
  • Responsible for Guest Experience Measurement collection and reporting
  • Handle Guest comment/complaint follow up and resolution
  • Oversee the relocation program during ASM Global events
  • Collaborate with coworkers and stadium partners to develop new programs and enhancements to improve the stadium employee and guest experience.
  • Assist with other duties related to guest experience as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential 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.

Education and/or Experience

  • 1-3 years of full-time Guest Service Management/Supervisory experience

(preferably in sports & entertainment field)

  • Some experience working full time in professional sports and entertainment preferred
  • Demonstrated success with leading meetings/projects
  • Demonstrated success with employee performance management
  • Highly developed verbal, written and e-mail communication skills
  • Substantial experience effectively delivering employee training
  • Excellent organizational skills, detail-oriented with ability to handle multiple assignments
  • Knowledge of employee scheduling and payroll strongly preferred

Desired Traits and Characteristics

  • Treats all people with respect at all times
  • A resilient, consistently positive attitude
  • A friendly, warm personality that promotes outstanding employee and guest experience
  • A collaborator who naturally enjoys working with teammates
  • Employs a servant-leadership approach to management
  • Remains calm and performs well in stressful situations

Skills and Abilities

  • Ability to train, oversee and direct staff in guest services positions
  • Operate a personal computer using Windows and Microsoft Office software
  • Operate a portable radio as well as standard office equipment such as copier/printer, etc.
  • Follow oral and written instructions and communicate effectively with other in both oral and written form
  • Capable of working nights, weekends, holidays, and extra hours as needed
  • Ability to handle multiple tasks at one time, meet deadlines and function well under pressure
  • Desire to deliver exceptional customer service to a varied group of users
  • Work effectively under pressure
  • Maintain an effective working relationship with clients, employees, patrons and others encountered in the course of employment
  • Remain flexible and adjust to situations as they occur
  • Comfortable working in fast-paced, sometimes intense environment involving large crowds
  • Must be able/willing to work some evenings, weekends and holidays
  • Ability to converse fluently in both English and Spanish preferred

Physical Demands

The physical demands 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.

While performing the duties of this job, the employee is required to walk, stand or sit for long periods of time. This position requires work inside and outside of the facility for all events with exposure to noise, heat, and cold.

Note

The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.

ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.

Tagged as: Staff, training, REC, PRO, Intern, Supervisor, tour guides, Strategy, tour, management, guest service, events, excel, Office, organization, full time, service, entertainment, CTA, Professional, organizational skills, tours, CRO, All, Design, Veterans, customer, guide, Coordinator, Facilities, Scheduling, Environment ., Game, software, Ski, Customer Service, Payroll, administration, spanish, manager, Venue Management, Other, and Other, experiences, manage, operations, Services, Education ., Development, communication, tour guide, Individuals with disabilities, Guest Services, inventory, Physical, leadership, admin, Guest Experience, leader

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