Manager - Employee & Guest Experience

THE ROLE

Venue Nation is seeking an Employee & Guest Experience Manager for the White River Amphitheater. The Experience Manager will be responsible for administering various corporate and venue designed initiatives that support employee engagement and recognition programs, and guest service-related initiatives. The EM will report to the General Manager and work alongside Fan Services Regional Leader and Director of Accessibility to ensure the needs of guests are met to create an enjoyable experience for all.

WHAT THIS ROLE WILL DO

• EMPLOYEE ENGAGEMENT: Plan, coordinate, and implement processes and activities, including newsletters, day-of-show information sheets, and other communication tools associated with employee engagement and guest service.
• EMPLOYEE CARE/EXPERIENCE: Manage the upkeep and vibe of the employee break area, incorporating show-day elements of care that elevate the work experience and remove hassles. Plan and facilitate ongoing employee appreciation efforts and events.
• EMPLOYEE RECOGNITION: Administrator of the employee recognition program, facilitating creative approaches to individual and group recognition. Will be the venue’s culture leader by looking for ways to recognize small and big service wins by your staff and create a “ONE-CREW” mentality.
• TRAINING & COACHING: Venue leader for the service-focused, employee training system(s). Help facilitate, in collaboration with other venue leaders, large-scale on-site venue staff training. Work with Department Managers and Supervisors to ensure the venue’s service standards of Safety, Care, Encore, and Efficiency are being communicated at pre-event meetings, demonstrated throughout the show, and incorporated at the end of each night.
• FAN EXPERIENCE: Develop creative and fan-focused initiatives for service recovery, surprise and delights, and guest milestones. Serve as the primary point of contact for guests with disabilities during events and performances. Regularly survey that all areas of the venue, including, circulation spaces, seating, restrooms, entrances, and exits, are accessible to individuals with disabilities and follow the standards set forth by the National Accessibility and Inclusivity team.
• REPORTING: Responsible for completing/managing assigned day of show/post-show reports, helping manage the guest service experience platform, and analyzing other venue service reports to create action plans for service improvements and/or opportunities in partnership with the General Manager and your regional lead.
• PROCESS IMPROVEMENT: Work in coordination with venue leadership to discuss budget, needs, and ongoing support. Identify and seek opportunities to remove event day hassles for both fans and employees and integrate accessibility considerations.
• SPECIAL PROJECTS: May be asked to manage implementation and maintenance of other guest-facing or employee based on-site programs. Help facilitate, in collaboration with other venue leaders, large-scale on-site venue staff training, leading sections for venue crew members designed by the National Accessibility and Inclusivity team
• COLLOBARATION/SUPPORT: Frequent meetings with core venue team, attend bi-weekly calls with your Fan & Artist Services Regional leader, Accessibility calls and fellow venue experience managers, as well as have frequent one-on-ones with those regional leads.

WHAT THIS PERSON WILL BRING

• A natural interest in helping others and a heart for service. As well as a passion for delivering engaging and memorable fan experiences.
• Must be able to maintain composure and organization in an often hectic and loud environment.
• Empathy, patience, and sensitivity to the needs of individuals with disabilities
• Be flexible and approach the job with a one team mentality no matter the task.
• Proficient computer skills required including the ability to use Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and CANVA.
• A positive outlook, strong communication skills including public speaking or meeting facilitation skills and the ability to engage others.
• Strong problem-solving skills and demonstrated experience finding creative, yet viable solutions.
• 1-3 years’ plus of work experience in a comparable role.
• Position requires constant physical activity such as walking, climbing stairs, lifting, and carrying equipment.
• Must be able to lift 30 lbs. using proper lifting techniques.

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The expected compensation for this position is:

$17.60 USD - $22.00 USD Hourly