Guest Services Manager

ASM Global; New Orleans (LA); Vor Ort; USD 52.000 - 76.000; Vollzeit

Zusammenfassung

Legends Global in New Orleans is seeking a Guest Services Manager to ensure outstanding guest experiences across Caesars Superdome, Smoothie King Center, and Champions Square. You will lead guest service initiatives, train staff, and uphold high standards of customer care during events.

Responsibilities include coaching teams, resolving service issues, and aligning operations with strategic goals. Strong leadership, communication, and problem-solving skills are essential in this fast-paced

Qualifikationen

• Criminal background check required.
• Strong problem-solving and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Clear written and verbal communication skills.
• Excellent interpersonal and customer service abilities.
• Self-motivated with leadership potential.
• Ability to handle multiple tasks and meet deadlines.
• Team player with a goal-oriented attitude.
• Adapts easily to change.
• Demonstrates leadership abilities and attention to detail.

Aufgaben

• Ensure guest satisfaction by meeting service standards and addressing issues promptly.
• Train and guide staff to model high-quality guest service.
• Evaluate staff performance and provide coaching as needed.
• Motivate and recognize team performance; establish goals and provide feedback.
• Participate in interviewing, hiring, and training of team members.
• Monitor quality issues and implement improvements; conduct audits and analyze trends.
• Attend daily/weekly/monthly meetings for planning and communication.
• Collaborate with operations to meet customer-service objectives.

Kenntnisse

Leadership

Communication

Guest services

Problem solving

Multitasking

Ausbildung

High School Diploma or Equivalent

College Degree preferred

Jobbeschreibung

Guest Services ManagerSkip to main contentWe may use cookies and similar technologies on our Digital Services. These technologies can be used to collect or create Identity Data, Device/Network Data, Contact Data, or Inference Data. Third parties may be allowed to view, edit, or set their own cookies or place web beacons on our websites. Cookies and web beacons allow us and third parties to distinguish you from other users of our websites, and some of these technologies can be used by us and/or our third-party partners to identify you across platforms, devices, sites, and services. Third parties may engage in targeted advertising using this data.We and authorized third parties may use cookies and similar technologies for the following purposes:* for “essential” or “functional” purposes, such as to enable certain features of our Digital Services (for example, to allow a customer to maintain a basket when they are shopping at an online store);* for “analytics” purposes, such as to analyze the traffic to and on our Digital Services (for example, we can count how many people have looked at a specific page, or see how visitors move around the website when they use it, what website they visited prior to visiting our website, and use this information to understand user behaviors and improve the design and functionality of the website); and* for “retargeting” or similar advertising or commercial purposes, such as:* for social media integration e.g. via third-party social media cookies, or when you share information using a social media sharing button or “like” button on our Services or you link your account or engage with our content on or through a social networking website such as Facebook or Twitter; and to collect information about your preferences and demographics to help target advertisements which are more likely to be of interest to you using behavioral advertising; to allow us to carry out retargeting (this includes, for example, when advertisements are presented to you for products or services which you have previously looked at on a website but have not purchased).The use of these technologies by third parties may be subject to their own privacy policies and is not covered by this Policy, except as required by law. We may also use your Identity Data, Device/Network Data, Inference Data and Contact Data collected in this context for Commercial Purposes.#Guest Services Manager page is loaded## Guest Services ManagerApplylocations: New Orleans, LAtime type: Full timeposted on: Posted Yesterdayjob requisition id: R100124636POSITION: 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: o 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: o 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: o 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 neededEducation and/or Experience • High School Diploma or Equivalent • College Degree preferredPhysical 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.