Guest Services Manager| Iowa Events Center & Wells Fargo Arena

Oak View Group

Oak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry. Offering an unmatched, 360-degree solution set for a collection of world-class owned venues and a client roster that includes the most influential, highest attended arenas, convention centers, music festivals, performing arts centers, and cultural institutions on the planet.

Position Summary

Guest Services Manager is responsible for scheduling and all departmental activities pertaining to Guest Services, Police, move in/out, and First Aid event staffing. Position is accountable for providing a safe and enjoyable arena environment for guests and staff and serves as on-site Manager for most events. Ensures that staff has appropriate knowledge and tools, through teaching and quality control, in order to attain service goals set by company and department.

This role pays a yearly salary of $50,000 to $55,000.

Benefits for FT roles: Benefits: Health, Dental and Vision insurance, 401(k) savings plan, 401(k) matching, and paid time off (vacation days, sick days, and 12 holidays).

This position will remain open until September 20, 2024

Responsibilities

• Manages all Guest Service activities for events at Iowa Events Center to ensure high level of guest satisfaction in all pertinent areas of event experience
• Develops, maintains and implements all training activities for part time employees within the Guest Services staff; this includes public speaking, teaching large audiences as required
• Responsible for interviewing, hiring, and training department employees
• Plan, assign and direct workload for all Guest Services and phone operator staff
• Act as facility contact for all event related complaints, including but not limited to, answering incoming emails, calls, and event concerns
• Participate in formulating, administrating and developing policies and long- range goals/objectives for the Guest Services department
• Prepare staffing estimates and complete settlement bills for accounting when necessary
• Ensure employee schedules are entered timely into timekeeping system; making any updates to schedules and/or payroll sheets as needed
• Track attendance of staff according to Attendance Policy. Partner with HR / Director for any disciplinary required
• Responsible for scheduling and ensuring Events department is staffed appropriately based on estimates; coordinating with contacts from Security, Police and First Aid departments
• Act as Event Manager for events as needed; perform all related functions as required
• Be present for majority of Wells Fargo Arena events
• Implement disciplinary procedures with staff as needed
• Provide excellent customer service assistance to internal and external clients

Qualifications

• Bachelor’s degree from an accredited college or university with major course work in facility management, management, business administration or related field preferred.
• 3-5 years’ supervisory experience in similar field or in customer service industry
• Exemplary customer service skills with the ability to handle multiple tasks and priorities simultaneously
• Must have demonstrated ability to perform effectively under stressful situations
• Training or knowledge in crisis management strongly preferred
• Knowledge of supervisory skills including how to motivate, support and involve employees in accomplishing goals and objectives
• Must have a demonstrated ability to function in a fast paced, high-pressure environment
• Must be available to work a flexible schedule including long hours, nights, weekends and holidays as event needs require
• Ability to communicate clearly and concisely in the English language, both orally and in writing
• Must be detail oriented, have strong organizational skills, and demonstrated interpersonal skills
• Proficient computer skills in a Windows format including experience with Outlook, Word, Power Point, Excel and Publisher. E-Time Timekeeping knowledge preferred but not required.