Senior Manager, Guest Services

SENIOR GUEST SERVICE MANAGER
Event Services
Footprint Center
Phoenix, Arizona
Job Summary
Our organization consists of many different departments that support the Phoenix Suns, Phoenix Mercury, and Footprint Center.
Would you like to win championships and create sustained success? We are looking for individuals that are committed to pursuing excellence and be part of creating memorable experiences.
We are seeking an experienced and highly motivated individual to join our team as a Senior Manager of Guest Services with the Event Services Department. This position will be responsible for leading Footprint Center’s Guest Services’ teams ensuring that each guest receives the highest level of customer service for all arena events. In addition, this position may also serve as an event day operations manager for the Event Services Department.
We strive for a work culture that affords employees flexibility, autonomy, and trust. All work, including workplace flexibility, should be performed within Arizona.
What Will You Do

• Cultivate and implement training and engagement programs to elevate the team member experience and assist in the facilitation of the seasonal team member Summits.
• Operate and troubleshoot ticket scanners, radio equipment & handheld ticketing devices.
• Ensure that FT team members are mentored and “Coached for Success” including establishing personal and professional goals and development, performance improvement plans and efficient workflows to produce a high quality of service.
• Deliver upon the organization’s Mission, Core Values and Service Promise by creating strong personal interactions.
• Manage the Guest Services department and event-day operations including FT and PT event team members, scheduling, evaluation, discipline, and disability services.
• May serve as the Manager on Duty in the absence of the Senior Director
• Lead by example in delivering exemplary customer service by creating an upbeat, exciting atmosphere for FT and PT team members, building stakeholders, partners, and guests.
• Communicate and collaborate with Event Managers and other departments for event requirements including staffing, Security meetings, VIP programs, etc.
• Work with Senior Director to develop department goals, objectives, annual budget, and service metrics that focus on the organization’s goals.
• Proactively and appropriately respond to team members and guests in a prompt, courteous and professional manner and serves as a senior escalation point for team member and guest inquiries, concerns, and/or complaints.
• Additional duties may be assigned based on the event.
• Oversee preparation and execution of all event-day operations including event-day information materials, pre-shift briefings prior to, and serve as primary point of contact for team members during assigned events.

What We Need From Our Senior Manager

• Ability to react appropriately in emergency and high stress situations and maintain order and ensure adherence to all safety and security policies.
• Proven ability to work effectively independently and in a team environment and/or frequently deal with difficult issues related to people or situations.
• Ability to project a friendly, approachable, and professional attitude at all times, interact well with fellow team members and the general public and influence, negotiate and gain commitment at all organizational levels.
• Must have a basic knowledge of technology, including operating and troubleshooting radios, tablets, and handheld ticketing devices.
• Ability to read and scan tickets and ensure authenticity.
• Understands how to manage information, balancing team member confidentiality with business needs; knows when to communicate information upward.
• Effective time management skills and ability to manage several complex projects simultaneously while working under pressure to meet deadlines.
• Retain an extensive knowledge of the organization and Arena (or other facilities as needed), seating sections, food & beverage offerings, key venue personnel, policies and emergency activity procedures.
• Understands the need for data integrity and pays attention to maintaining accurate and timely data.
• Computer proficiency and technical aptitude with the ability to utilize MS Office suite, ABI, 24/7 Incident Management System, Ticketmaster, and Suns app, etc.
• Ability to effectively communicate with and listen to diverse populations, including strong verbal communication, written and presentation skills.
• Must present a neat, well-groomed appearance.

Experience/ Education Requirements

• Minimum of 4 years of experience in a guest service manager role and/or managing many team members at a similar facility preferred.
• 4-year degree in Business, Hospitality, Communication, Sports Management or related field of study or equivalent experience preferred

What You Can Expect
The work environment characteristics described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to transit throughout the arena for various periods of time
• S-Sedentary Work – Exerting up to 10 pounds of force occasionally
• Medical, Dental and Vision coverages
• Ability to Read, Write & Speak in English
• Flexible schedule to include weekends, evenings, and some holidays to meet business needs
• Wide range of fulltime benefit options including
• In-arena work requirements with the potential of hybrid schedules based on each role and department.
• This position works mainly indoors, removed from extreme weather; exposure to weather is <5%
• Must be able to carry on a conversation both on the phone and in-person
• Tickets available for Phoenix Suns, Phoenix Mercury and Rattlers games
• Perks:
• Occasional travel from time to time for professional development
• Vacation, sick and holiday leave programs
• Visit our Culture page learn more about our culture and work environment!
• Position is predominately computer-based, requiring the use of a computer monitor
• Life and Disability options
• Discounts at Fanatics Team Shop

Phoenix Suns, Phoenix Mercury, and Footprint Center is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
For questions about this career opportunity, please contact our People & Culture Recruiting team at [email protected]