Guest Services Manager

asmglobal; Salt Lake City (UT); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401(k) Company Match 100% up to 3%

Unlimited PTO

11 Paid Holidays

Annual 80 Hours Sick Time

Job summary

Legends Global is seeking a Guest Services Manager for the Salt Palace Convention Center in Salt Lake City. You will oversee the Guest Services staff, information booths, wayfinding, safety, and interactions with law enforcement to ensure a safe, welcoming guest experience.

You will manage staffing, payroll, incident response, and safety programs, while developing supervisors and maintaining professional customer service standards.

Qualifications

• Supervisory experience required.
• Current knowledge and training in first aid/CPR.
• Willing to complete ICS-100 and ICS-200 with FEMA/Homeland Security within 6 months.
• Flexible schedule including nights, weekends and holidays.
• Strong customer service and problem-solving skills.
• Proficient in Word and Excel.
• Bachelor’s degree preferred; HS diploma required.
• 3 years security or law enforcement experience required.
• Experience working with law enforcement preferred.
• Hospitality industry experience strongly desired.

Responsibilities

• Oversee staffing, payroll approvals, and shift coverage.
• Coordinate incident follow-ups with police as needed.
• Lead safety program and monthly safety meetings.
• Coordinate employee safety training and compliance with corporate training.
• Collaborate with law enforcement, fire, EMS, and event teams for safety and staffing.
• Develop and mentor supervisors and frontline staff.
• Perform all other duties as assigned.

Skills

Customer service

Problem solving

Leadership

Staffing management

Communication skills

Confidential information handling

Microsoft Word

Microsoft Excel

Education

Bachelor's degree in criminal justice or related field

High school diploma or equivalent

ICS-100/ICS-200 training

Tools

Microsoft Word

Microsoft Excel

Job description

POSITION: Guest Services Manager

DEPARTMENT: Guest Services

REPORTS TO: Director of Guest Services

FLSA STATUS: Salary/Exempt

Summary

Legends Global, a leader in managing public assembly facilities, has an excellent and immediate opening for a Guest Services Manager. Under the Director of Guest Services, the Guest Services Manager is responsible for overseeing the staff and operations of the Salt Palace Convention Center’s Guest Services department, which includes information booths, wayfinding, safety, security, and interacting with law enforcement.

Essential Duties and Responsibilities.

• Operations & Staffing
  • Manage department staffing issues, including call-offs, lateness, shift coverage, and after-hours operational concerns.
  • Review and approve weekly payroll for all Guest Services employees.
  • Oversee office, booth, and dock staffing schedules to ensure appropriate coverage.
  • Conduct operational oversight across all shifts and venues.
• Incident & Event Management
  • Review daily reports and ensure appropriate follow-up through Momentus.
  • Coordinate incident follow-up with Salt Lake City Police Department as needed.
  • Verify completion of pre-show inspections and operational readiness procedures.
• Safety & Public Safety Coordination
  • Lead the department safety program and monthly safety meetings.
  • Coordinate employee safety training and ensure completion of corporate training requirements.
  • Work with law enforcement, fire, EMS, and event teams to support event safety and staffing needs.
  • Oversee EMT room supply inventories and replenishment.
• Leadership & Employee Development
  • Foster employee engagement, team morale, recognition, and workplace culture.
  • Develop and mentor supervisors and frontline staff.
  • Promote accountability, professionalism, and customer service excellence.
• All other duties as assigned

Experience & Knowledge

• Prior supervisory experience necessary.
• Current knowledge and training in first aid/CPR needed.
• Must have either completed or be willing to complete ICS 100 and ICS 200 courses with FEMA/Homeland Security within 6 months of hire.
• Must be willing and able to work a flexible schedule including nights, weekends and holidays
• Possess strong customer services skills and problem-solving techniques
• Excellent verbal/written skills and proficiency in Microsoft Word and Excel programs
• Proven ability to handle and maintain confidential information
• Bachelor’s degree in criminal justice or related field preferred.
• High school diploma or equivalent required
• Three years security or law enforcement experience required.
• Previous experience working with law enforcement required.
• 1-2 years of related experience in the hospitality industry is strongly desired

Job Type: Full-time, 40 hours per week, In-Office

Salary: $70,000-$80,000 per year, depending on experience.

Schedule: Monday-Friday, Flexible Start/End Times, Occasional Weekend Availability Required

Benefits

• Medical, Dental, Vision Insurance
• Optional Benefits: FSA, Critical Illness, Accidental, Hospital Indemnity, Legal, ID Theft, Short-Term & Long-Term Disability, Supplemental Life Insurance
• 401(k), Company Match 100% of up to 3%
• Unlimited PTO Structure
• 11 Paid Holidays
• Annual 80 Hours Sick Time

Note

The essential responsibilities of this position are described below the above headings. 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.

100 South West Temple Salt Lake City, Utah 84101

Applicants who need reasonable accommodation to complete the application process may contact 801-842-3401.

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