Guest Experience Manager

Do you want to work for a Championship organization? We have the job for you! The Miami HEAT Arena division is seeking a Guest Experience Manager! The Manager’s primary responsibility is to provide outstanding customer service and exemplify high standards and quality service that adhere to the Elevate Service Standards at Kaseya Center. This role will be responsible for assisting with the implementation and management of guest experience policies and plans, responding to guest inquiries on time, and nurturing customer happiness. They will run, direct, and lead the staff of the part-time Guest Experience team, while periodically leading all aspects of the Greeter Ushers, Ticket Takers, and Coaches, during events. The Guest Experience Manager is someone who has a passion for delivering world-class guest experiences, a true desire to get along with people from all backgrounds and collaborate well with both team members and others.

Essential Duties & Responsibilities

ESSENTIAL FUNCTIONS: The following are examples of the various functions required. The job requirements are not limited to the items on this list.

• Work with the Sr. Director of Guest Experience & Event Staffing to develop and maintain a strong Guest Experience department plan that includes goals and objectives to develop a quality service culture.
• Experienced recruitment and hiring of the best qualified part-time Guest Experience employees.
• Train, mentor, and run part-time Guest Experience Coaches and Guest Experience Representatives.
• Responsible for the scheduling of Guest Experience employees for all events (I.E. HEAT Games, Concerts, private events, etc.).
• Serves as a department Manager on Duty (MOD) during events and HEAT games, coordinating Guest Experience and/or Event Staffing, as scheduled by the Sr. Director.
• Resolve service problems by clarifying the customer’s complaint; resolving cause of the problem; expediting correction or adjustment; and following up to ensure resolution.
• Assists in solving problems that affect the service, efficiency, and productivity of part-time frontline employees.
• Coordinate and lead our guest feedback. Respond to guest correspondence (written and verbal) and provide solutions to problems and/or incidents that occur during events.
• Answers inquiries and comments from guests received by mail, phone, E-mail, or in person through written or verbal correspondence within (48) hours.
• Submits post-event reports, including, but not limited to, Event Notes, Base Logs, Labor Sheets, and Ticket Reports, if/as needed, following games and events, in which they serve as a department MOD.
• Ensures submission of the Guest Experience Bi-Weekly Payroll to the Payroll Manager by the 9:00 a.m. payroll processing date deadline. On rare occasions, when neither the Event Staff Manager nor the Director can complete payroll for Event Staffing, may be asked to assist the department with inputting hours for Ushers, Ticket Takers, and Usher/Ticket Taker Supervisors into UKG.
• Ensure Guest Experience employees are trained and in compliance with all ADA accommodations.
• Schedule qualified ASL and/or language interpreters as needed.
• Work with arena leadership to ensure we are in compliance with all ADA laws and regulations.
• Coordinate our KultureCity sensory accommodations, which include leading sensory room, and sensory bags.
• Monitor, track, and evaluate event exit surveys, and indicate trends that require solutions to improve service levels. Relay feedback cross-departmentally to internal staff members or partners as appropriate.
• Lead all aspects of all guest information that is available at each Guest Experience Booth/Podium including updating QR Codes and guest intake forms.
• Manage lost and found programs 24/7 in collaboration with Arena Security.
• Coordinate and update guest information on the Kaseya Center website (Guest Experiences, A-Z guide, FAQs, Accessibility, Closed Captioning).
• Keeps ahead of developments in customer service by reading relevant journals, going to meetings, and attending courses.
• Other duties and projects as assigned.
  
  

Desired Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education And/or Experience

Four-year Degree from College or University. A minimum of two years of Guest/Customer Service experience. Proficient in Microsoft Word and Excel. A hard-working Guest Experience Manager will be an extremely great communicator and possess a dedication to genuinely relate to all types of people. Their passion, for people, and ability to embrace an established service culture must be demonstrated during every internal and external interaction, in pursuit of helping to build a “preferred place to work.”

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender/gender identity, age, disability, marital status, sexual orientation, pregnancy, genetic information, national origin, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. EOE & DFWP