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Manager, Guest Experience

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Portland Trail Blazers @ the Rose Quarter

Sep 20

  • Job
    Full-time
    Mid Level
  • Hospitality & Retail
    People, HR & Administration
  • Portland
  • Quick Apply

AI generated summary

  • You need 3-4 years in customer service, strong leadership, creativity, and problem-solving skills, with a focus on diversity. A bachelor's degree or equivalent experience is required.
  • You will foster a positive team environment, optimize staffing, support team development, promote service values, address guest feedback, collaborate on events, and enhance diversity and inclusion.

Requirements

  • Have at least 3 -4 years of customer service experience, preferably in Guest Experience.
  • Have excellent communication skills with a proven ability to engage with diverse guests and team members in a positive and clear manner.
  • Bring strong leadership experience, with a focus on developing and motivating staff in a supportive, feedback-rich environment.
  • Possess a deep understanding of customer service principles and have a track record of creating memorable guest experiences.
  • Are creative, with experience in innovating and implementing strategies to enhance the guest experience.
  • Adapt easily to dynamic environments and can manage shifting priorities with ease.
  • Have a genuine passion for live entertainment and developing teams.
  • Excel in problem-solving and decision-making in fast-paced situations.
  • Are Committed to Diversity, Equity, and Inclusion: You are dedicated to developing a diverse and inclusive environment and have a track record of creating inclusive spaces.
  • Are able to work evenings, weekends, and holidays as required by the Portland Trail Blazers event schedule.
  • A bachelor’s degree (B. A.) from a four-year college or university in a relevant field or possess an equivalent combination of education and experience.
  • Previous experience in the sports or entertainment industry.
  • Familiarity with industry trends and best practices in sports and entertainment.
  • Knowledge of ABI Mastermind Time and Attendance System.

Responsibilities

  • Create a Fun and Supportive Atmosphere: Energize the Guest Experience team with a positive environment, making work enjoyable and fostering team cohesion while ensuring guests have a memorable experience.
  • Optimize Staffing and Scheduling: Design and oversee monthly schedules to ensure the right staffing levels for each event, balancing efficiency and coverage to meet operational needs.
  • Support and Develop the Team: Offer coaching, training, and constructive feedback to help team members thrive, and address performance issues to maintain high service standards.
  • Promote Service Culture and Values: Lead by example to reinforce our service values, ensuring that every guest interaction upholds our commitment to exceptional service and reflects our core values.
  • Address Guest Feedback: Handle guest concerns with professionalism and responsiveness via phone and email, using feedback to drive continuous improvement and enhance guest satisfaction.
  • Collaborate with Event Teams: Work closely with the Events Department and other stakeholders to ensure effective staffing and seamless integration across all events.
  • Support Diversity and Inclusion: Actively contribute to a diverse and inclusive environment, ensuring that all team members feel valued and supported.
  • Engage as a Team Player: Participate in team initiatives, take on additional projects as assigned, and contribute to achieving the overall goals of the Guest Experience and Rose Quarter teams.

FAQs

What are the main responsibilities of the Guest Experience Manager?

The main responsibilities include creating a fun and supportive atmosphere, optimizing staffing and scheduling, supporting and developing the team, promoting service culture and values, addressing guest feedback, collaborating with event teams, supporting diversity and inclusion, and engaging as a team player.

What qualifications are required for this position?

Applicants should have at least 3-4 years of customer service experience, strong leadership skills, excellent communication abilities, a deep understanding of customer service principles, and a genuine passion for live entertainment and developing teams.

What is the salary for the Guest Experience Manager role?

The salary for this position is $70,000 annually.

Are there any preferred qualifications for this job?

Yes, preferred qualifications include a bachelor’s degree in a relevant field, previous experience in the sports or entertainment industry, familiarity with industry trends, and knowledge of the ABI Mastermind Time and Attendance System.

What kind of work schedule can I expect?

The role requires working evenings, weekends, and holidays as required by the Portland Trail Blazers event schedule.

Is there an emphasis on diversity and inclusion in the hiring process?

Yes, the organization embraces diversity and inclusion and is committed to hiring individuals that reflect the community it serves.

What benefits are offered to full-time employees?

Benefits include competitive healthcare coverage, a retirement plan, paid maternal and parental leave, flexible time off, wellness perks, tuition reimbursement, free parking, discounted and complimentary tickets, ongoing learning and development opportunities, and daily free lunch.

Are accommodations available for individuals with disabilities during the application process?

Yes, reasonable accommodations are provided to individuals with disabilities to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.

Can someone apply if they do not meet every qualification listed?

Yes, candidates who are excited about the role but do not meet every single qualification are encouraged to apply, as the organization values growth, learning, and passion just as much as past experiences.

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Portland Trail Blazers @ the Rose Quarter

Create with Us

Entertainment & Media
Industry
501-1000
Employees
1970
Founded Year

Mission & Purpose

We are two teams that work as one. Rip City Management executes our events at the Rose Quarter, from games to concerts and everything in between. Trail Blazers Inc. connects with fans, from ticket holders to partners and clients. We unite for top company results. We are the team behind the team. Since 1970, we have been pioneers in the sports and entertainment industry. We are committed to our mission of creating extraordinary moments for our guests. We are innovators who believe in creativity, sustainability, and inclusiveness to help craft the culture of the Northwest. Our organization has an opportunity and responsibility to positively impact our staff, players, fans, and community. As such, we are committed to advancing diversity, equity, and inclusion within our organization and our community. We are all a part of Rip City.