The Guest Services Manager is responsible for leading all front-of-house operations and ensuring a seamless and outstanding guest experience at every event. This role oversees a team of Ushers, security personnel, janitorial coordinators, and temporary labor staff. The manager will implement effective service standards, policies, and training programs to foster a safe, organized, and welcoming environment for all patrons and staff.
Key Responsibilities:
Directly manage and supervise the Guest Services Lead, security staff, janitorial team, and all event-based temporary labor.
Assist with the recruitment, interviewing, hiring, and onboarding of usher staff.
Develop and enforce comprehensive front-of-house policies and procedures, including customer service and security protocols.
Collaborate with the Director of Operations to ensure efficient and effective janitorial coverage during events.
Manage scheduling and ensure adequate staffing for all events, including Ushers and contracted labor.
Arrange and oversee external contracts for additional usher support when necessary.
Maintain a leadership presence during events, ensuring a supervisor or lead is on-site during every shift.
Develop and deliver training programs for front-of-house staff, focusing on customer service and conflict resolution.
Plan for increased event volume and complexity by proactively addressing future operational and security needs.
Continuously assess and improve front-of-house operations to elevate the guest experience.
Qualifications:
Previous managerial experience in guest services, event operations, or a related field.
Strong leadership and team-building skills with the ability to motivate and manage diverse staff.
Excellent communication, interpersonal, and problem-solving abilities.
In-depth understanding of customer service principles and front-line procedures.
Experience in developing staff training and implementing operational improvements is ideal but not required.
Ability to work flexible hours, including nights, weekends, and holidays, in alignment with event schedules.