Job Information
ASM Global Guest Experience and Tours Manager in Glendale, Arizona
POSITION: Guest Experience and Tours Manager
FLSA STATUS: Exempt
Location: Glendale, AZ
ASM Global ASM Global is the world’s leading venue management and services company. The company was formed by the combination of AEG Facilities and SMG, global leaders in venue, event strategy, and management. The company’s elite venue network spans five continents, with a portfolio of more than 300 of the world’s most prestigious arenas, stadiums, convention, and exhibition centers, and performing arts venues. From Aberdeen to Anchorage, and Sydney to Stockholm, its venues connect people through the unique power of live experiences.
State Farm Stadium
Completed in August of 2006, State Farm Stadium has set the standard in multi-purpose NFL Facilities. The stadium is home to a variety of different events including Arizona Cardinals home games, the annual Fiesta Bowl, international soccer matches, motorsports, trade & consumer shows, and corporate & social functions.
Designed with a roll-out natural grass field and retractable roof, the first of its kind in North America, the stadium is capable of converting from a sports facility to a multi-functional event space allowing it to host numerous event types in air-conditioned comfort.
About the Position
ASM Global is seeking to hire a Guest Experience and Tours Manager at State Farm Stadium. The Guest Experience and Tours Manager is responsible for overseeing the operations of the Guest Services department in the stadium for a variety of public and non-public events as well as the State Farm Stadium Tour Program. This position will contribute to the elevation of the overall Guest Experience of the facility.
The right candidate for the job naturally cares about people, possesses excellent communication skills, and has a teamwork/servant leader mindset to build positive rapport with our fellow partners, employees, and guests.
Essential Duties and ResponsibilitiesOversee the Guest Services Department of State Farm Stadium
Hire, train, schedule, and manage all part time guest services representatives
Maintain desired staffing levels for stadium events and tours
Maintain employee disciplinary paperwork, including attendance, payroll, and evaluations
Oversee day to day and game day operations as it relates to guest services, including ADA guidelines and compliance
Assess and implement enhancements to the Guest Services team including the potential for other event day positions
Manage inventory of all GS department equipment and supplies, ensuring that all employees have what they need to perform their duties at a high level
Participate in the development and administration of the Guest Experience and Tours budget; forecast of additional funds needed for staffing, equipment, materials, and supplies
Manage onsite communication with fans with signage and personnel to improve the State Farm Stadium experience
Coordinate and communicate all relevant information to guest service representatives
Oversee Tour Coordinator and assist them with the day-to-day operation of the tour program
Hire Tour Guides and develop their training alongside the Tour Coordinator
Assist in growing/strengthening the Stadium-Wide Guest Experience
Responsible for Guest Experience Measurement collection and reporting
Handle Guest comment/complaint follow up and resolution
Oversee the relocation program during ASM Global events
Collaborate with coworkers and stadium partners to develop new programs and enhancements to improve the stadium employee and guest experience.
Assist with other duties related to guest experience as assigned.
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 the essential functions.
Education and/or Experience
- 1-3 years of full-time Guest Service Management/Supervisory experience
(preferably in sports & entertainment field)
Some experience working full time in professional sports and entertainment preferred
Demonstrated success with leading meetings/projects
Demonstrated success with employee performance management
Highly developed verbal, written and e-mail communication skills
Substantial experience effectively delivering employee training
Excellent organizational skills, detail-oriented with ability to handle multiple assignments
Knowledge of employee scheduling and payroll strongly preferred
Desired Traits and Characteristics
Treats all people with respect at all times
A resilient, consistently positive attitude
A friendly, warm personality that promotes outstanding employee and guest experience
A collaborator who naturally enjoys working with teammates
Employs a servant-leadership approach to management
Remains calm and performs well in stressful situations
Skills and Abilities
Ability to train, oversee and direct staff in guest services positions
Operate a personal computer using Windows and Microsoft Office software
Operate a portable radio as well as standard office equipment such as copier/printer, etc.
Follow oral and written instructions and communicate effectively with other in both oral and written form
Capable of working nights, weekends, holidays, and extra hours as needed
Ability to handle multiple tasks at one time, meet deadlines and function well under pressure
Desire to deliver exceptional customer service to a varied group of users
Work effectively under pressure
Maintain an effective working relationship with clients, employees, patrons and others encountered in the course of employment
Remain flexible and adjust to situations as they occur
Comfortable working in fast-paced, sometimes intense environment involving large crowds
Must be able/willing to work some evenings, weekends and holidays
Ability to converse fluently in both English and Spanish preferred
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is required to walk, stand or sit for long periods of time. This position requires work inside and outside of the facility for all events with exposure to noise, heat, and cold.
Note
The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.
ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.
Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people.
Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.