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Manager Guest Services & Tours-Chicago
Summary
Manager Guest Services & Tours-Chicago
| Salary | To be discussed |
| Schedule | Part Time |
| Experience | Minimum 2 years of experience |
| Location | Chicago, IL, USA |
| Category | Event/Catering |
Manager Guest Services & Tours-Chicago
Description
The Manager Guest Services & Tours is responsible for leading the customer service component of the Chicago Operation. This role will have direct oversight of Tour Guides/Operations, Ushers, Ticket Takers & Box Office Sales. This role reports into the AGM Chicago.
MAIN DUTIES/FUNCTIONS:
•Oversees the Tour Guides, Ushers, Ticket Takers, and Supervisory Team in the Chicago Operation while addressing performance, development, and execution of service standards
•Manage the hiring, training, scheduling, and deployment of the Guest Relations and Tour Guide staff
•Required to maintain a heightened presence at all events to ensure the consistency of service.
•Position will interact with and solicit ongoing feedback from guests and team members through surveys and other communication channels.
•He/She will attend and actively participate in Facilities pre-shift and roll-calls meetings.
•Work with Sponsorship Dept, Special Events Dept, Tour Management, and Clients in arranging special events, sound checks, and Artist’s Meet and Greets and monitoring and staffing these events for efficient and successful outcomes
•Ensure accurate event and staffing reports are written and submitted in a timely manner
•Compute, reconcile, and submit monthly Tour Profit reports to Accounting Dept
•Participates in and supports special initiatives and projects within the Chicago Theater.
•Communicates effectively with guests during events, with the ability to diffuse escalated problems.
•Plan, analyze, and execute Capital projects and Dept budget effectively and efficiently
•Consistently seek and research Theatre historic information to enhance Marquee tours
•Maintain and develop relationships with local community organization to ensure we are up to date and accurate on local information and events
•Maintains timely communication with stakeholders, business units, team members, peers and others to convey any relevant customer service issues.
•Lead the development and implementation of customer experience strategies that ensure a seamless entertainment experience and enhance the overall satisfaction for customers.
•Establish criteria to enhance the customer service and VIP experience throughout the venue.
•Lead the implementation of strategies to improve how customers are communicated with during service recovery situations.
•Work closely and collaboratively with Information Technology to utilize innovative technology and mobile solutions to enable improved customer experiences.
•Addresses customer concerns in conjunction with the Security & Guest Relations team to ensure recovery methods are utilized when necessary.
•Works as the liaison with current and future talent prior to a show, concert or sporting event to ensure necessary details, security processes and ingress/egress are followed.
•Facilitate accurate payroll processing for staff, and timely resolution of related issues
•Assume administrative duties for the Theater, i.e., supply, equipment, and uniform ordering
DECISION MAKING:
• Staffing, training, operational decisions
SUPERVISION:
List the title of direct reports: Manager Arena Operations, Supervisors Chase Square, Supervisors Guest Service
REQUIREMENTS/QUALIFICATIONS:
•Minimum 2-4 years of prior Security, Guest Relations or Customer Service Management experience with direct responsibility for supervising and directing staff across a wide range of operating functions within a large Arena or entertainment complex.
•Candidates who have completed a minimum of 60 credit hours of college-level coursework (representing 2 years), or have shown similar self-development through certifications, trade school coursework, etc. are preferred. Educational requirements may differ from job to job based on the role.
•Demonstrated knowledge of Collective Bargaining Agreements (CBA) and the ability to manage a non-union and unionized workforce preferred.
•Strong project management skills are necessary
•Knowledge of local fire and building codes required
•In depth knowledge of facility management.
•Excellent verbal & written communication, organizational and time management skills required
•Must be able to multi-task and prioritize in a deadline-oriented environment
•PC skills including MS Word, Excel, Outlook and PowerPoint
•Possess exceptional attention to detail and strong follow-up skills necessary
•Experience in managing cross functional teams and building relationships
•Successful track record of measuring improvements in customer satisfaction and loyalty
•Demonstrates integrity, tact, diplomacy and a commitment to company values, and principles while ensuring the upmost consistency
•Skilled at working collaboratively and in a team environment
•Adept at maintaining a positive, open, approachable, and professional relationship with a diverse group
•Problem solving, reasoning, motivational and organizational abilities are used often
•Strong interpersonal/customer service skills
•Able to work under pressure and meet deadlines, while managing multiple tasks.
•Must be able to work a flexible schedule inclusive of days, weekends, nights and holidays required
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
Extensive walking, sitting, standing for long periods, desk functions inclusive of typing
MAIN DUTIES/FUNCTIONS:
•Oversees the Tour Guides, Ushers, Ticket Takers, and Supervisory Team in the Chicago Operation while addressing performance, development, and execution of service standards
•Manage the hiring, training, scheduling, and deployment of the Guest Relations and Tour Guide staff
•Required to maintain a heightened presence at all events to ensure the consistency of service.
•Position will interact with and solicit ongoing feedback from guests and team members through surveys and other communication channels.
•He/She will attend and actively participate in Facilities pre-shift and roll-calls meetings.
•Work with Sponsorship Dept, Special Events Dept, Tour Management, and Clients in arranging special events, sound checks, and Artist’s Meet and Greets and monitoring and staffing these events for efficient and successful outcomes
•Ensure accurate event and staffing reports are written and submitted in a timely manner
•Compute, reconcile, and submit monthly Tour Profit reports to Accounting Dept
•Participates in and supports special initiatives and projects within the Chicago Theater.
•Communicates effectively with guests during events, with the ability to diffuse escalated problems.
•Plan, analyze, and execute Capital projects and Dept budget effectively and efficiently
•Consistently seek and research Theatre historic information to enhance Marquee tours
•Maintain and develop relationships with local community organization to ensure we are up to date and accurate on local information and events
•Maintains timely communication with stakeholders, business units, team members, peers and others to convey any relevant customer service issues.
•Lead the development and implementation of customer experience strategies that ensure a seamless entertainment experience and enhance the overall satisfaction for customers.
•Establish criteria to enhance the customer service and VIP experience throughout the venue.
•Lead the implementation of strategies to improve how customers are communicated with during service recovery situations.
•Work closely and collaboratively with Information Technology to utilize innovative technology and mobile solutions to enable improved customer experiences.
•Addresses customer concerns in conjunction with the Security & Guest Relations team to ensure recovery methods are utilized when necessary.
•Works as the liaison with current and future talent prior to a show, concert or sporting event to ensure necessary details, security processes and ingress/egress are followed.
•Facilitate accurate payroll processing for staff, and timely resolution of related issues
•Assume administrative duties for the Theater, i.e., supply, equipment, and uniform ordering
DECISION MAKING:
• Staffing, training, operational decisions
SUPERVISION:
List the title of direct reports: Manager Arena Operations, Supervisors Chase Square, Supervisors Guest Service
REQUIREMENTS/QUALIFICATIONS:
•Minimum 2-4 years of prior Security, Guest Relations or Customer Service Management experience with direct responsibility for supervising and directing staff across a wide range of operating functions within a large Arena or entertainment complex.
•Candidates who have completed a minimum of 60 credit hours of college-level coursework (representing 2 years), or have shown similar self-development through certifications, trade school coursework, etc. are preferred. Educational requirements may differ from job to job based on the role.
•Demonstrated knowledge of Collective Bargaining Agreements (CBA) and the ability to manage a non-union and unionized workforce preferred.
•Strong project management skills are necessary
•Knowledge of local fire and building codes required
•In depth knowledge of facility management.
•Excellent verbal & written communication, organizational and time management skills required
•Must be able to multi-task and prioritize in a deadline-oriented environment
•PC skills including MS Word, Excel, Outlook and PowerPoint
•Possess exceptional attention to detail and strong follow-up skills necessary
•Experience in managing cross functional teams and building relationships
•Successful track record of measuring improvements in customer satisfaction and loyalty
•Demonstrates integrity, tact, diplomacy and a commitment to company values, and principles while ensuring the upmost consistency
•Skilled at working collaboratively and in a team environment
•Adept at maintaining a positive, open, approachable, and professional relationship with a diverse group
•Problem solving, reasoning, motivational and organizational abilities are used often
•Strong interpersonal/customer service skills
•Able to work under pressure and meet deadlines, while managing multiple tasks.
•Must be able to work a flexible schedule inclusive of days, weekends, nights and holidays required
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
Extensive walking, sitting, standing for long periods, desk functions inclusive of typing
The Manager Guest Services & Tours is responsible for leading the customer service component of the Chicago Operation. This role will have direct oversight of Tour Guides/Operations, Ushers, Ticket Takers & Box Office Sales. This role reports into the AGM Chicago.
MAIN DUTIES/FUNCTIONS:
•Oversees the Tour Guides, Ushers, Ticket Takers, and Supervisory Team in the Chicago Operation while addressing performance, development, and execution of service standards
•Manage the hiring, training, scheduling, and deployment of the Guest Relations and Tour Guide staff
•Required to maintain a heightened presence at all events to ensure the consistency of service.
•Position will interact with and solicit ongoing feedback from guests and team members through surveys and other communication channels.
•He/She will attend and actively participate in Facilities pre-shift and roll-calls meetings.
•Work with Sponsorship Dept, Special Events Dept, Tour Management, and Clients in arranging special events, sound checks, and Artist’s Meet and Greets and monitoring and staffing these events for efficient and successful outcomes
•Ensure accurate event and staffing reports are written and submitted in a timely manner
•Compute, reconcile, and submit monthly Tour Profit reports to Accounting Dept
•Participates in and supports special initiatives and projects within the Chicago Theater.
•Communicates effectively with guests during events, with the ability to diffuse escalated problems.
•Plan, analyze, and execute Capital projects and Dept budget effectively and efficiently
•Consistently seek and research Theatre historic information to enhance Marquee tours
•Maintain and develop relationships with local community organization to ensure we are up to date and accurate on local information and events
•Maintains timely communication with stakeholders, business units, team members, peers and others to convey any relevant customer service issues.
•Lead the development and implementation of customer experience strategies that ensure a seamless entertainment experience and enhance the overall satisfaction for customers.
•Establish criteria to enhance the customer service and VIP experience throughout the venue.
•Lead the implementation of strategies to improve how customers are communicated with during service recovery situations.
•Work closely and collaboratively with Information Technology to utilize innovative technology and mobile solutions to enable improved customer experiences.
•Addresses customer concerns in conjunction with the Security & Guest Relations team to ensure recovery methods are utilized when necessary.
•Works as the liaison with current and future talent prior to a show, concert or sporting event to ensure necessary details, security processes and ingress/egress are followed.
•Facilitate accurate payroll processing for staff, and timely resolution of related issues
•Assume administrative duties for the Theater, i.e., supply, equipment, and uniform ordering
DECISION MAKING:
• Staffing, training, operational decisions
SUPERVISION:
List the title of direct reports: Manager Arena Operations, Supervisors Chase Square, Supervisors Guest Service
REQUIREMENTS/QUALIFICATIONS:
•Minimum 2-4 years of prior Security, Guest Relations or Customer Service Management experience with direct responsibility for supervising and directing staff across a wide range of operating functions within a large Arena or entertainment complex.
•Candidates who have completed a minimum of 60 credit hours of college-level coursework (representing 2 years), or have shown similar self-development through certifications, trade school coursework, etc. are preferred. Educational requirements may differ from job to job based on the role.
•Demonstrated knowledge of Collective Bargaining Agreements (CBA) and the ability to manage a non-union and unionized workforce preferred.
•Strong project management skills are necessary
•Knowledge of local fire and building codes required
•In depth knowledge of facility management.
•Excellent verbal & written communication, organizational and time management skills required
•Must be able to multi-task and prioritize in a deadline-oriented environment
•PC skills including MS Word, Excel, Outlook and PowerPoint
•Possess exceptional attention to detail and strong follow-up skills necessary
•Experience in managing cross functional teams and building relationships
•Successful track record of measuring improvements in customer satisfaction and loyalty
•Demonstrates integrity, tact, diplomacy and a commitment to company values, and principles while ensuring the upmost consistency
•Skilled at working collaboratively and in a team environment
•Adept at maintaining a positive, open, approachable, and professional relationship with a diverse group
•Problem solving, reasoning, motivational and organizational abilities are used often
•Strong interpersonal/customer service skills
•Able to work under pressure and meet deadlines, while managing multiple tasks.
•Must be able to work a flexible schedule inclusive of days, weekends, nights and holidays required
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
Extensive walking, sitting, standing for long periods, desk functions inclusive of typing
MAIN DUTIES/FUNCTIONS:
•Oversees the Tour Guides, Ushers, Ticket Takers, and Supervisory Team in the Chicago Operation while addressing performance, development, and execution of service standards
•Manage the hiring, training, scheduling, and deployment of the Guest Relations and Tour Guide staff
•Required to maintain a heightened presence at all events to ensure the consistency of service.
•Position will interact with and solicit ongoing feedback from guests and team members through surveys and other communication channels.
•He/She will attend and actively participate in Facilities pre-shift and roll-calls meetings.
•Work with Sponsorship Dept, Special Events Dept, Tour Management, and Clients in arranging special events, sound checks, and Artist’s Meet and Greets and monitoring and staffing these events for efficient and successful outcomes
•Ensure accurate event and staffing reports are written and submitted in a timely manner
•Compute, reconcile, and submit monthly Tour Profit reports to Accounting Dept
•Participates in and supports special initiatives and projects within the Chicago Theater.
•Communicates effectively with guests during events, with the ability to diffuse escalated problems.
•Plan, analyze, and execute Capital projects and Dept budget effectively and efficiently
•Consistently seek and research Theatre historic information to enhance Marquee tours
•Maintain and develop relationships with local community organization to ensure we are up to date and accurate on local information and events
•Maintains timely communication with stakeholders, business units, team members, peers and others to convey any relevant customer service issues.
•Lead the development and implementation of customer experience strategies that ensure a seamless entertainment experience and enhance the overall satisfaction for customers.
•Establish criteria to enhance the customer service and VIP experience throughout the venue.
•Lead the implementation of strategies to improve how customers are communicated with during service recovery situations.
•Work closely and collaboratively with Information Technology to utilize innovative technology and mobile solutions to enable improved customer experiences.
•Addresses customer concerns in conjunction with the Security & Guest Relations team to ensure recovery methods are utilized when necessary.
•Works as the liaison with current and future talent prior to a show, concert or sporting event to ensure necessary details, security processes and ingress/egress are followed.
•Facilitate accurate payroll processing for staff, and timely resolution of related issues
•Assume administrative duties for the Theater, i.e., supply, equipment, and uniform ordering
DECISION MAKING:
• Staffing, training, operational decisions
SUPERVISION:
List the title of direct reports: Manager Arena Operations, Supervisors Chase Square, Supervisors Guest Service
REQUIREMENTS/QUALIFICATIONS:
•Minimum 2-4 years of prior Security, Guest Relations or Customer Service Management experience with direct responsibility for supervising and directing staff across a wide range of operating functions within a large Arena or entertainment complex.
•Candidates who have completed a minimum of 60 credit hours of college-level coursework (representing 2 years), or have shown similar self-development through certifications, trade school coursework, etc. are preferred. Educational requirements may differ from job to job based on the role.
•Demonstrated knowledge of Collective Bargaining Agreements (CBA) and the ability to manage a non-union and unionized workforce preferred.
•Strong project management skills are necessary
•Knowledge of local fire and building codes required
•In depth knowledge of facility management.
•Excellent verbal & written communication, organizational and time management skills required
•Must be able to multi-task and prioritize in a deadline-oriented environment
•PC skills including MS Word, Excel, Outlook and PowerPoint
•Possess exceptional attention to detail and strong follow-up skills necessary
•Experience in managing cross functional teams and building relationships
•Successful track record of measuring improvements in customer satisfaction and loyalty
•Demonstrates integrity, tact, diplomacy and a commitment to company values, and principles while ensuring the upmost consistency
•Skilled at working collaboratively and in a team environment
•Adept at maintaining a positive, open, approachable, and professional relationship with a diverse group
•Problem solving, reasoning, motivational and organizational abilities are used often
•Strong interpersonal/customer service skills
•Able to work under pressure and meet deadlines, while managing multiple tasks.
•Must be able to work a flexible schedule inclusive of days, weekends, nights and holidays required
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
Extensive walking, sitting, standing for long periods, desk functions inclusive of typing
Details
| Salary | To be discussed |
| Schedule | Part Time |
| Experience | Minimum 2 years of experience |
| Location | Chicago, IL, USA |
| Category | Event/Catering |
Skills
Inventory Management
Staff Scheduling
Microsoft Office
Customer Service
Guest relations
Staff management
Decision Making
Team Leader
By applying you confirm you have these skills.
The Chicago Theatre
| Salary | To be discussed |
| Schedule | Part Time |
| Experience | Minimum 2 years of experience |
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Chicago, IL, USA