Guest Experience Manager - $23.50 - $25.00/ Hour 

The Manager of Guest Experience will serve as the manager on duty, primarily during events, and is responsible for providing excellent customer service to all guests of the Xcel Energy Center, Roy Wilkins Auditorium, and RiverCentre. This position will be a strong contributor to the motivation and oversight of guest service functions, ensuring staff satisfaction and retention while providing superior service and a safe environment for guests. The office duties include emphasis on managing the campus Lost and Found, Payroll, and Facility Tours.

Responsibilities/Essential Functions:

• On event days, the Guest Experience Manager oversees front-line staff, ensures seamless guest interactions, and swiftly resolves any service issues to maintain a high standard of hospitality.
  • Serve as Manager on Duty (MOD) and execute all MOD responsibilities within Xcel Energy Center, Roy Wilkins Auditorium, RiverCentre, and Tria Rink.
    • Attend event day security meetings.
    • Communicate pertinent event details to part-time staff during pre-event meetings.
    • Respond to guest inquiries and incidents to determine a course of action in accordance with service standards.
    • Lead and direct resources at the scene of an incident to minimize risk and ensure effective response. Ensuring proper decisions are being made, documentation is being completed, and witness statements are collected.
    • Review and create department bills for non-Wild events.
    • Ensure proper procedures are implemented during evacuations. Working with Emergency Management Group (EMG) to ensure all steps are taken to evacuate fans and employees as safely as possible to a designated location.
  • Execute building setup for events, including magnetometer placement, door signs for gates, ADA platforms, and other requests specified by management or the client.
  • Event Prep includes staff placement for assigned events, preparing and printing event-day materials for staff, ensuring information is ready at scheduled report times, and researching past events within the facility and at other venues.
  • Maintain an understanding of Ticketmaster scanners and printers, ensuring the ability to troubleshoot problems as they arise.
  • Maintain an understanding of magnetometers, setting of sensitivity levels, pass through counts, and basic troubleshooting of errors.
  • Provide direction and support to contracted security and First Aid personnel.
  • Accurately complete and verify necessary documentation for Incident Reports, Event Recap Report, and Ticket Counts.
  • Be observant of safety hazards and concerns for staff, and take action based on the findings.
  • Remain fully informed about the department's and facility's policies and procedures. Ensuring staff properly follow and adhere to these policies and procedures, while continuously using them as a reference point when redirecting staff.
  • Document part-time employee issues while on duty and provide timely updates to the Director of Guest Experience.
  • Ensure employee uniform standards are being met during shifts.
  • Maintain an active pulse on employee engagement, concerns, and questions by listening and exercising good judgment when interacting with staff and guests. Report concerns to the Director of Guest Experience.
  • Ability to manage and work in the Command Center.
• On non-event days, the Guest Experience Manager oversees lost and found coordination, manages staff training, reviews guest feedback for service improvements, and ensures operational readiness for upcoming events.
  • Manage Lost and Found campus-wide using the online component of the 24/7 incident management tool.
    • Responding to all inquiries for Lost and Found, both internal and external.
    • Responding to phone calls, voicemail, and emails promptly.
    • Manage Lost & Found inventory.
    • Coordinating the return of items.
  • Assist management in guest recovery efforts, including tracking and prevention, during events and in the post-event period.
  • Manage inventory of office supplies, documents, and break room needs.
  • Monitor safety and security measures while continually seeking to improve practice.
  • Able to use the 24/7 incident management tool to solve problems and assist with questions from the part-time staff.
  • Collaborate and assist with implementing staff recognitions and rewards (e.g., break room décor, special events, food).
  • Participate in the planning and executing annual and ongoing training.
  • Answer and respond to guest experience inquiries via the inbox and phone line.
  • Contribute to the growth of the Guest Experience Department and be committed to exceeding guest expectations while displaying teamwork.
  • Review payroll, manage changes, and approve part-time employee timecards.
  • Provide building tours to external clients as assigned.
  • Attend facility meetings as required.
• Perform other duties as assigned.

Position Requirements:

Formal Education & Certification:

• High School Diploma or equivalent.
• Associate's degree or equivalent experience in Facilities Management, Hospitality Management, or a similar field preferred.

Knowledge & Experience:

• One to three years of progressive customer service experience.
• Customer service supervisory experience preferred.
• Strong computer skills, including Microsoft Office, PowerPoint, Customer Relations Management (CRM), and Employee Data Systems.
• Crowd management practices as they pertain to safety, fire codes, procedures, etc.
• Able to follow instructions and respond to leadership.
• Able to always work with the guests and staff professionally.

Personal Attributes:

• Customer service-centric and portrays a fan and employee-friendly attitude and positive outlook.
• Strong organizational, planning, and implementation skills.
• Demonstrate a high level of professionalism.
• Exhibits sound and accurate judgment.
• Perform detailed event work.
• Able to work independently and within a team and a service-oriented environment.
• Able to deal with frequent changes.
• Able to work in a fast-paced environment.

Work Conditions:

• This position works long, irregular hours, including nights, weekends, and holidays, based on events or projects throughout the campus. Days off each week will vary based on business needs. 
• Work long hours with limited supervision.  
• Physical requirements include sitting, walking, standing, bending, squatting, climbing up and down stairs, kneeling, twisting, lifting, grasping, etc., spending most, if not all, of a work shift on your feet. 
• Lifting requirements include being able to lift 50 pounds. Ability to push and pull wheelchairs up to 300 lbs.
• Benefits offered including Medical, Dental, Vision, Life Insurance, Retirement, and a robust PTO policy.

ADA/EEO Statement:

Our company is committed to complying with the Americans with Disabilities Act (ADA) and providing reasonable accommodations to qualified individuals with disabilities. If you require an accommodation to participate in the application process or perform the essential functions of the job, please contact the People Team to request an accommodation. We will engage in an interactive process to assess your needs and provide appropriate accommodations to enable you to perform the essential functions of the position unless it would cause an undue hardship.

We are an equal-opportunity employer and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other legally protected status. It is our policy to provide equal employment opportunity for all employees and applicants for employment. We value diversity and inclusion in our workplace and promote a work environment that respects and supports individuals without bias.

Experience

• 4

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.