Assistant Guest Services Manager

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Mission: To be a place where the everyday becomes extraordinary - and the potential is unlimited. Where every experience can change you

Vision: We are the gathering place of Orange County

Values: Be Safe | Do the Right Thing | Be Generous | Include Everyone | Make it Easy | Be Bold

Job Title:

Assistant Guest Services Manager

Pay Details:

The annual base salary range for this position in California is $73,000 to $80,000 per year. The starting pay for the successful candidate depends on various job-related factors, including but not limited to the candidate’s geographic location, job-related knowledge, skills, experience, education/training, internal value, peer equity, external market demands, and organizational considerations.

The Assistant Guest Services Manager supports the implementation of effective operations and customer service programs to help ensure a positive, first-class guest and fan experience at assigned venues. This role assists the Guest Services Manager with the day-to-day operations of the Guest Services Department, including supervision and scheduling of part-time Guest Services team members. The Assistant Manager works closely with the Guest Services Manager to support event readiness, team member performance, and overall front-of-house operations.

Responsibilities

• Collect team member availability and develop schedules to ensure appropriate staffing levels using ABI MasterMind scheduling and payroll software
• Utilize Workday HR and financial management applications as needed to support department operations
• Assist with interviewing, hiring, and supervising part-time Guest Services team members, including Ushers, Pass Gate, Ticket Takers, Door Guards, Usher Supervisors, Wardrobe, Event Receptionists, Elevator Operators, and Guest Services Desk Personnel
• Assist with new hire orientations and team member training
• Coordinate pre-event materials and information, including team member check-in lists, event information for supervisors, seating relocations, and team member information sheets
• Conduct pre-event briefings and monitor front-of-house team members during events
• Assist with team member coaching, counseling, disciplinary actions, and related recommendations
• Oversee Guest Services operations during events, including seating issues, guest concerns, injuries, and other event-related matters
• Assist with Guest Services operations before and after events
• Respond to guest inquiries and follow up on post-event guest comments as needed
• Assume Guest Services Manager responsibilities in the absence of the Guest Services Manager
• Order and maintain team member uniforms and other company-issued property
• Support additional projects and responsibilities as assigned

Qualifications

• Bachelor’s degree or equivalent combination of education and experience
• Minimum of 2-3 years of experience in a guest service role with progressively increasing responsibilities, preferably within a sports, entertainment, or similar environment
• Minimum of 1 year of supervisory or management experience working with a large team in a fast-paced environment
• Excellent organizational and time management skills, with the ability to manage multiple priorities and meet deadlines
• Strong written and verbal communication skills
• Self-motivated with the ability to motivate and support others
• Proficiency in Microsoft Office applications
• Experience with ABI scheduling or other time and attendance software preferred
• Comfortable speaking in front of large groups
• Ability to work collaboratively and build strong relationships with internal and external stakeholders
• Ability to work a flexible schedule, including nights, weekends, and some holidays

Knowledge, Skills and Experience

Education - Bachelor's Degree

Experience Required - 2+ Year's

This position is on-site.

Company:

Grove of Anaheim, LLC

Our Commitment:

We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and team members without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, medical condition or any protected category prohibited by local, state or federal laws. We are firm believers that diversity and inclusion among our team members are critical to our success, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.

Thanks for your interest in becoming part of OCVIBE!