Guest Services Manager

ASM Global; New Orleans (LA); On-site; USD 52,000 - 78,000; Full time

Job summary

Legends Global is seeking a Guest Services Manager to lead the Guest Services department for Legends Global/Caesars venues. You will ensure outstanding guest experiences, supervise staff, and enforce service standards across operations.

You will train, coach, and evaluate team members, drive service recovery, and collaborate with leadership to meet departmental goals while maintaining high guest satisfaction during events.

Qualifications

• Must pass a criminal background check.
• Strong communication and problem-solving with staff and guests.
• Ability to manage multiple priorities in a fast-paced environment.
• Demonstrates exceptional interpersonal and customer service skills.
• Leads teams, sets goals, and provides feedback.

Responsibilities

• Oversee Guest Services to ensure service standards and timely response to guest needs.
• Train staff, model service standards, and implement programs to raise guest satisfaction.
• Evaluate staff, provide coaching, and ensure training records are maintained.
• Motivate team, set goals, and recognize performance.
• Participate in interviewing, hiring, and development activities.
• Analyze quality issues and implement improvements; handle audits and trends.
• Attend department meetings and communicate plans effectively.
• Contribute to strategic plans and customer-service initiatives.

Skills

Customer service

Communication

Leadership

Problem-solving

Time management

Education

High School Diploma

College Degree preferred

Job description

POSITION: Guest Services Manager
DEPARTMENT: Guest Services
REPORTS TO: Director of Event Services
FLSA STATUS: Salaried/Exempt

Summary

Legends Global, the leader in privately managed public assembly facilities, has an excellent and immediate opening for a Guest Services Manager for Legends Global/Caesars Superdome | Smoothie King Center | Champions Square. Responsible for ensuring the delivery of outstanding Guest Services and the effective execution of operational procedures and standards. Uses leadership skills, effective management, and positive team member relations to ensure the high quality of guest satisfaction and achievement of overall departmental goals.

Essential Duties and Responsibilities

• Guest Services:
  • Accountable for guest satisfaction by ensuring service standards are met, and guest needs and concerns are responded to in a timely manner, focusing on service recovery.
• Works side by side with staff to train and model appropriate guest service standards. Responsible for holding staff members accountable for anticipating needs and exceeding guest expectations. Implementing creative service programs designed to increase guest satisfaction.
• People Management and Training:
  • Assists in evaluating staff performance and takes appropriate corrective action as needed to hold team members accountable.
• Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing team members.
• Assists with interviewing, hiring, coaching, and development of all team members. Assists with required training for department team members and ensuring training records are maintained.
• Analyzes quality issues, identifies training needs, and ensures implementation to improve results.
• Self/Workload Management:
  • Attends all daily, weekly, and/or monthly department meetings to ensure proper communication/planning occurs.
• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
• Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
• All other duties 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.

• Must successfully pass a criminal background check
• Ability to communicate and be able to problem-solve with team members and guests
• Must be able to manage multiple priorities in a fast-paced environment
• Demonstrates clear written and verbal communication skills
• Excellent interpersonal and customer service skills
• Self-motivated and able to motivate others
• Ability to perform multiple tasks and meet deadlines
• Goal orientated, team player
• Easily adapts to change
• Must have high attention to detail and leadership ability.
• Must have excellent organization skills, a high degree of creativity to facilitate efficient problem-solving.
• Must be able to manage multiple priorities and work in an environment with frequent interruptions and tight deadlines.
• Able to work nights, weekends, and holidays as needed

Education and/or Experience

• High School Diploma or Equivalent
• College Degree 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 regularly required to move around the facility; to stand for long hours during events; talk and hear. This position may require work inside or outside of the building, as needed by events.
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.

Legends Global 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 504-587-3995.