Guest Services Manager
| Company | ASM Global |
|---|---|
| Location | Fort Worth, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level |
Requirements
- Previous managerial experience in guest services, event operations, or a related field.
- Strong leadership and team-building skills with the ability to motivate and manage diverse staff.
- Excellent communication, interpersonal, and problem-solving abilities.
- In-depth understanding of customer service principles and front-line procedures.
- Ability to work flexible hours, including nights, weekends, and holidays, in alignment with event schedules.
Responsibilities
- Directly manage and supervise the Guest Services Lead, security staff, janitorial team, and all event-based temporary labor.
- Assist with the recruitment, interviewing, hiring, and onboarding of usher staff.
- Develop and enforce comprehensive front-of-house policies and procedures, including customer service and security protocols.
- Collaborate with the Director of Operations to ensure efficient and effective janitorial coverage during events.
- Manage scheduling and ensure adequate staffing for all events, including Ushers and contracted labor.
- Arrange and oversee external contracts for additional usher support when necessary.
- Maintain a leadership presence during events, ensuring a supervisor or lead is on-site during every shift.
- Develop and deliver training programs for front-of-house staff, focusing on customer service and conflict resolution.
- Plan for increased event volume and complexity by proactively addressing future operational and security needs.
- Continuously assess and improve front-of-house operations to elevate the guest experience.
Preferred Qualifications
- Experience in developing staff training and implementing operational improvements is ideal but not required.