Manager, Guest Services

Sphere Entertainment Co. (NYSE: SPHR) is a premier live entertainment and media company. The Company includes Sphere, a next-generation entertainment medium powered by cutting-edge technologies to redefine the future of entertainment. The first Sphere venue in Las Vegas opened in September 2023. In addition, the Company includes MSG Networks, which operates two regional sports and entertainment networks, MSG Network and MSG Sportsnet, as well as a direct-to-consumer and authenticated streaming product, MSG+, delivering a wide range of live sports content and other programming. More information is available at sphereentertainmentco.com.

Who are we hiring?

The Manager, Guest Services is accountable for the overall event-related operational management of the Guest Services department. He/she ensures an exceptional guest experience by driving performance of supervisors and front-line team. The manager collaborates across functions to achieve business results and reacts as needed within a fast paced and dynamic environment. Success in this role is demonstrated by an exceptional customer experience, a commitment to the engagement and development of team, and achievement of business results.

What will you do?

• Sets direction for supervisory team and front-line staff to ensure the consistency of guest experience; oversees complete event-related operations of designated areas and processes. Serves as Manager on Duty for events.
• Uses guest inquiry and problem resolution data to track trends and recommend adjustments to processes that impact the guest experience; proactively identifies and implements solutions to departmental challenges.
• Coordinates daily labor activities and ensures proper staffing levels are in place for current and future schedules. Ensures that payroll is completed accurately, on time and according to Company-specified guidelines and deadlines.
• Responsible for physical inventory of all team member devices and equipment available for guest use.
• Collaborates with other departments to execute departmental and organizational initiatives and compliance with local/state regulations.
• Partners on the full-cycle recruitment, hiring and development of supervisors and front-line staff by conducting interviews, onboarding, providing feedback and identifying on-going training and development opportunities to leverage talent.
• Conducts periodic meetings with supervisors and front-line team to discuss company wide communications and process changes.
• Maintains a high level of integrity and models a positive attitude and adherence to all Company objectives and goals; ensures that all team members are engaged, upbeat, and delivering an exceptional guest experience.

What do you need to succeed?

• Minimum 5-7 years of prior Guest Services experience with direct responsibility for supervising and directing staff across a wide range of operating and customer service functions.
• Previous experience within Sports & Entertainment or theater operations is preferred.
• Successful track record measuring customer satisfaction and loyalty and recommending/ tracking improvements.
• Ability to manage cross-functional teams and build collaborative relationships that encourage performance even without direct reporting relationship; demonstrated experience coaching and mentoring staff while holding team accountable for outcomes.
• Comfortable employing sound business judgement to manage conflict and resolve guest concerns with a sense of urgency.
• Must take and pass TAM (Techniques of Alcohol Management) Nevada training class; Adheres to TEAM training guidelines.

Supervision:

• Supervisor, Guest Services, Guest Experience Representative, Event Office Administrator

Special Requirements:

• General physical requirement such as lifting 25lbs., standing for long periods, walking long distances, working in inclement conditions, lead and assist in evacuation of guests and staff, ability to walk up and traverse down stairs, bending and constant motion is often required.
• Ability to work a flexible schedule including nights, have split days off, work weekends and holidays in a 24 X 7 environment

#LI- Onsite