Manager, Premium Services

A great experience starts with you!
Honda Center welcomes fans, performers, and athletes from around the globe. Our team members are an integral part of the event experience through their interactions with guests. Whether you're looking to create a great guest experience at a concert, support business growth and development, work behind-the-scenes during an Anaheim Ducks game, or anything in-between, this is your opportunity to start the next chapter of your career story and help create a one-of-a-kind fan experience at Honda Center.
Once you've had a chance to explore our current open positions, apply to the ones you feel best suit you, as an applicant, you can always see your application status in your profile.
Job Title:
Manager, Premium Services
Pay Details:
The annual base salary range for this position in California is $69,000 to $77,000 per year. The starting pay for the successful candidate depends on various job-related factors, including but not limited to the candidate's geographic location, job-related knowledge, skills, experience, education/training, internal value, peer equity, external market demands, and organizational considerations.
The Premium Services Manager is responsible for providing an outstanding guest experience at all Honda Center events. Duties will include but are not limited to managing servicing coordinators, concierge team, supporting sales efforts, servicing existing clients, and ensuring a high renewal rate of Club Seat and Suite accounts.
Responsibilities

• Provide outstanding customer service to 84 Suites and 1,200 Club seat clients
• Attend to the needs of our Premium clientele via phone, email, chat, and in-person
• Manage all Honda Center events, Ducks games, and Premium related events by being a point of contact for clients and their guests in person; help with all client issues, and enforce building policies during events
• Build relationships with Suite and Club seat holders, handling complaints and requests of our Premium guests
• Manage Premium servicing team and their daily activities by setting weekly/monthly goals and tasks
• Manage the scheduling and activities of event day concierge staff
• Lead the hiring and training of all servicing staff members and concierge
• Support Sales staff by creating/managing transaction paperwork such as contracts, amendments, invoices, and payment plans for new and renewing Premium accounts
• Develop processes that help the Premium Servicing and Sales Department to work cohesively
• Communicate with various departments on the ongoings of the Premium Department
• Provide information to building staff regarding special events, suite issues, and other information relating to the guest experience
• Be a liaison with our clients and the Food & Beverage department, including suite credits, loaded tickets, and ordering
• Work with the Food & Beverage Finance Department to ensure suite clients receive loyalty points for catering spend
• Coordinate any special requests (Wild Wing visits, Suite Photography, Team Store purchases, etc.) from suite and club seat holders before and during events
• Assist in maintaining the look of Premium-related areas within the arena, primarily the individual suites, by performing suite checks and following up on maintenance and housekeeping requests
• Manage communications coming from the Premium department, including but not limited to the creation of the monthly newsletter, extra ticket opportunities, organization updates, and special event invites
• Assist Premium clients with new technology initiatives
• Manage inventory of autographed Ducks items, other giveaways/gifts, equipment used in Suites or by concierge staff
• Work closely with the Signature Events Department on any Premium related event items
• Coordinate client gifts and special Premium related events, including client road trips and working with outside vendors
• Work closely with the Ticket Operations on any event information that may affect Premium guests
• Collect maintenance and repair requests needed on Club Level and Plaza Level suites and provide weekly and monthly updates to Operations with these requests
• Handle onboarding and offboarding of annual Suite clients, including but not limited to welcome correspondence, coordinating Suite upgrades, distribution of Suite keys, and any other request to accommodate a new or existing owner
• Responsible for offboarding includes working with clients to retrieve personal items and working with building ops on reconditioning Suite for future clients
• Foster clear and ongoing communication with Suite and Club Seat clients regarding payments, ticket changes, exclusive invitations, etc.
• Foster positive working relationships with various other departments (Ticketing, Food & Beverage, Maintenance, etc.) who contribute to the operation and success of the Premium Department
• Track all client feedback regarding gifting, premium related events, experiences related to Honda Center events including food & beverage, parking, etc.
• Other office duties include but are not limited to ordering event-related supplies, maintaining shared hard and digital files, and assisting within the department as needed
• Manage hourly staff time recording through ABI

Skills

• Bachelor's degree or equivalent
• 3-5 years customer service experience/sales support working with high-end/VIP clientele
• Minimum 3-year experience working in an office environment in a support role
• Minimum 1-year experience working with legal contracts preferred
• Knowledge of CRM, Archtics, ABI preferred
• Basic understanding of accounting and invoicing
• Basic working knowledge of Microsoft applications (Word, Excel, and Outlook)
• Strong attention to detail and solid organizational skills
• Excellent interpersonal and communication skills, both written and verbal
• Able to accurately calculate simple mathematics such as addition, subtraction, multiplication
• Able to work a flexible schedule, including nights, weekends, and some holidays

Knowledge, Skills and Experience
Education - Bachelor's Degree
Certifications Required - NA
Experience Required - 3-5 Years
We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and team members without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, medical condition or any protected category prohibited by local, state or federal laws. We are firm believers that diversity and inclusion among our team members are critical to our success, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
LD2024
Company:
Anaheim Ducks Hockey Club, LLC
Our Commitment:
We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and team members without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, medical condition or any protected category prohibited by local, state or federal laws. We are firm believers that diversity and inclusion among our team members are critical to our success, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!