Guest Services Manager

ASM Global; Los Angeles (CA); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading venue management company seeks a Guest Services Manager to enhance guest experiences at the Los Angeles Convention Center. The role involves overseeing service programs, managing staff, and ensuring top-tier service standards. Ideal candidates will have experience in hospitality and demonstrate strong leadership and communication skills.

Qualifications

• 3-5 years related work experience in hospitality or convention facility.
• 1 year experience in staffing/planning in a hospitality setting.

Responsibilities

• Develop and execute guest service programs at LACC.
• Manage hiring, training, and performance of guest service team members.
• Prepare reports reflecting attendee feedback.

Skills

Leadership

Crisis Management

Communication

Education

High School Diploma

Bachelor of Arts/Sciences Degree

Job description

The Guest Services Manager is responsible for developing and executing the guest service program at LACC. They will be responsible for hiring, training, and monitoring team members and ensuring guests, clients and employees of the Los Angeles Convention Center (LACC) receive World Class Service upon every visit. Additionally, this manager is responsible for the performance and conduct of all guest service employees who are assigned to various shifts, assignments, and events.

• Responsible for developing, implementing, and executing guest service-related programs, including but not limited to, day-of-event communication, wayfinding plan, daily check-in with event security contractor and ASM’s Insight guest survey program.
• Manage the hiring, training, and monitoring of the performance & conduct of all guest service team members while ensuring team members meet the high brand standards of the LACC at each event/program. Responsible for developing and updating the departmental policies and procedures manual and focuses on creating & conducting on-going in-service training for all employees.
• Must work in a professional, cooperative, and service focused manner with both external and internal clients of LACC. Nurture a relationship with AEG Guest Services to create a culture of service excellence throughout the LA Live campus.
• Will manage the found property and maintain a system to ensure all property is accounted for. Will also manage equipment and uniform inventories for both the Security and Guest Services departments. Will assist in management of wheelchair inventory and distribution for our guest.
• Tracks venue performance and action as it relates to guest service experiences. Prepares accurate and relevant reports reflecting attendee/visitor impressions and feedback. Other duties and projects assigned.

Required Qualifications:

• A minimum education level of: High School Diploma or its equivalency (Bachelor of Arts/Sciences Degree Preferred)
• Area of Study: Business, Venue, Hospitality or Entertainment Management
• Years of related work experience: 3-5
• Minimum of 3 years’ experience in the hospitality and/or convention facility.
• Minimum of 1 year experience staffing/planning in a hospitality or convention setting.
• Must accept responsibility for the performance & conduct of their direct reports.
• Must represent ASM and LACC in an exemplary manner.
• Must exhibit leadership qualities, motivate staff & lead by example.
• Apply the skills to maintain good business relations with employees, guests, clients, and service providers.
• Apply the skills to effectively manage crisis and work under pressure without loss of composure.
• Must interact effectively and calmly with angry or emotional guests, clients, and employees.
• Have a good understanding of the guest services roles in a facility environment.
• Apply the skills to create, implement and present training materials and programs to all LACC employees.
• Must have reliable transportation.
• Required variable work schedule such as late hours, early mornings, extended hours, holidays, and weekends.

Preferred Qualifications (if applicable):

PHYSICAL ACTIVITIES:

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 regularly required to sit, stand; walk; reach with hands and arms; talk or hear. The employee must frequently use a keyboard/computer screen for extended periods of time. The employee is occasionally required to lift, push, pull, and move up to 20 pounds or more. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and depth perception.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing 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 exposed to large public/private gatherings indoors/outdoors. Employee may be exposed to outside weather conditions. Employee use of Personal Protective Equipment (PPE) will be required in certain situations. Employee must comply with all Federal, State and Local regulations and published Company work rules as well as written instructions. The noise level in the work environment is usually low to moderate in office setting and moderate to high during events.

Additional Comments:

This is an onsite position that requires in-person collaboration with multiple departments and coverage of events from start to finish.

The above statements are intended to describe the general nature and level of work being performed by this position. This is not an exhaustive list of all responsibilities, duties, and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

ASM Global reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship. ASM Global may require an employee to perform duties outside his/her normal description.

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ASM is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor. Applicants that need reasonable accommodations to complete the application process may contact [phone].

About the company

ASM Global is a venue & event management company based in LA, specializing in managing stadiums, convention centers, theaters, and unique venues.

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