Guest services manager

Full job description

Guest Services Manager

Lincoln Union

Phoenix, AZ

Job Summary:

Player 15 Group includes several companies and many collaborative departments that support the Phoenix Suns, Phoenix Mercury, and Footprint Center.

Would you like to win championships and create sustained success? Player 15 Group is looking for individuals who are committed to pursuing excellence and being a part of creating memorable experiences.

We are seeking an experienced and highly motivated Guest Services Manager to help lead Footprint Center’s Event Services teams ensuring that each guest receives the highest level of customer service.

What You Will Do:

• Deliver upon the organization’s Mission, Core Values and Service Promise by creating strong personal interactions
• Lead by example in delivering exemplary customer service by creating an upbeat, exciting atmosphere for team members and guests
• Conduct pre-shift briefing prior to and serve as primary point of contact for staff during assigned events
• Develop event-day information materials such as briefing and assignment sheets
• Monitor employee call-off line, adjust staffing and operations as needed
• Maintain a visible presence and constant communication with staff throughout the event ensuring that exceptional customer service is delivered and duties assigned to them are executed
• Proactively and appropriately respond to staff and guests in a prompt, courteous and professional manner and serves as a senior escalation point for staff and guest inquiries, concerns, and/or complaints
• Coordinate with the VP of Event Services and People and Culture to ensure that staff are “Coached for Success” including performance improvement plans
• Facilitate interviews, department orientation and training for new hires
• Operate and troubleshoot ticket scanners, radio equipment & handheld ticketing devices
• Communicate and collaborate with Event Managers and other departments for event requirements including staffing, Security meetings, VIP programs, etc.

What We Need From Our Guest Services Manager:

• Retain an extensive knowledge of the organization and Arena (or other facility as needed), seating sections, food & beverage offerings, key venue personnel identity, policies and emergency activity procedures
• Ability to project a friendly, approachable and professional attitude at all times, interact well with fellow employees and the general public and influence, negotiate and gain commitment at all organizational levels
• Ability to effectively communicate with and listen to diverse populations, including strong verbal communication, written and presentation skills
• Effective time management skills and ability to manage several complex projects simultaneously while working under pressure to meet deadlines
• Proven ability to work effectively independently and in a team environment and/or frequently deal with difficult issues related to people or situations
• Understands how to manage information, balancing employee confidentiality with business needs; knows when to communicate information upward
• Understands need for data integrity and pays attention to maintaining accurate and timely data
• Computer proficiency and technical aptitude with the ability to utilize MS Office suite, Abi 24/7 Incident Management System, Ticketmaster and Suns app, etc.
• Ability to read and scan tickets and ensure authenticity
• Must have a basic knowledge of technology, including operating and troubleshooting radios, tablets and handheld ticketing devices
• Ability to react appropriately in emergency and high stress situations and maintain order and ensure adherence to all safety and security policies
• Must present a neat, well-groomed appearance

Experience/ Education Requirements :

• High school diploma or GED
• 4-year degree in Business, Hospitality, Communication, Sports Management or related field of study or equivalent experience preferred
• Minimum of 2 years’ experience in a guest service supervisor role and/or managing a large number of employees at similar facilities/venues preferred

What You Can Expect:

The work environment characteristics described here are representative of those that must be met by Guest Services Manager to optimally perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to transit throughout the arena for long periods of time.
• This position works mainly indoors, removed from extreme weather; exposure to weather is <5%
• S-Sedentary Work – Exerting up to 10 pounds of force occasionally.
• Must be able to carry on a conversation both on the phone and in-person.
• Ability to Read, Write & Speak in English
• Wide range of full-time benefit options including
  • Medical, Dental and Vision coverages
  • Life and Disability options
  • Vacation, sick and holiday leave programs
  • In-arena work requirements with the potential of hybrid schedules based on each role and department.
• Perks:
  • Discounts at Fanatics Team Shop
  • Tickets available for Phoenix Suns and Phoenix Mercury games
• Visit our Culture page to learn more about our culture and work environment

Player 15 Group is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Please note this job description is not crafted to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

For questions about this career opportunity, please contact the People & Culture Recruiting team at