Manager - Employee Guest Experience

Job Summary:

THE ROLE

Venue Nation is seeking an Employee & Guest Experience Manager for the White River Amphitheater. The Experience Manager will be responsible for administering various corporate and venue designed initiatives that support employee engagement and recognition programs and guest servicerelated initiatives. The EM will report to the General Manager and work alongside Fan Services Regional Leader and Director of Accessibility to ensure the needs of guests are met to create an enjoyable experience for all.

WHAT THIS ROLE WILL DO

• EMPLOYEE ENGAGEMENT: Plan coordinate and implement processes and activities including newsletters dayofshow information sheets and other communication tools associated with employee engagement and guest service.
• EMPLOYEE CARE/EXPERIENCE: Manage the upkeep and vibe of the employee break area incorporating showday elements of care that elevate the work experience and remove hassles. Plan and facilitate ongoing employee appreciation efforts and events.
• EMPLOYEE RECOGNITION: Administrator of the employee recognition program facilitating creative approaches to individual and group recognition. Will be the venues culture leader by looking for ways to recognize small and big service wins by your staff and create a ONECREW mentality.
• TRAINING & COACHING: Venue leader for the servicefocused employee training system(s). Help facilitate in collaboration with other venue leaders largescale onsite venue staff training. Work with Department Managers and Supervisors to ensure the venues service standards of Safety Care Encore and Efficiency are being communicated at preevent meetings demonstrated throughout the show and incorporated at the end of each night.
• FAN EXPERIENCE: Develop creative and fanfocused initiatives for service recovery surprise and delights and guest milestones. Serve as the primary point of contact for guests with disabilities during events and performances. Regularly survey that all areas of the venue including circulation spaces seating restrooms entrances and exits are accessible to individuals with disabilities and follow the standards set forth by the National Accessibility and Inclusivity team.
• REPORTING: Responsible for completing/managing assigned day of show/postshow reports helping manage the guest service experience platform and analyzing other venue service reports to create action plans for service improvements and/or opportunities in partnership with the General Manager and your regional lead.
• PROCESS IMPROVEMENT: Work in coordination with venue leadership to discuss budget needs and ongoing support. Identify and seek opportunities to remove event day hassles for both fans and employees and integrate accessibility considerations.
• SPECIAL PROJECTS: May be asked to manage implementation and maintenance of other guestfacing or employee based onsite programs. Help facilitate in collaboration with other venue leaders largescale onsite venue staff training leading sections for venue crew members designed by the National Accessibility and Inclusivity team
• COLLOBARATION/SUPPORT: Frequent meetings with core venue team attend biweekly calls with your Fan & Artist Services Regional leader Accessibility calls and fellow venue experience managers as well as have frequent oneonones with those regional leads.

WHAT THIS PERSON WILL BRING

• A natural interest in helping others and a heart for service. As well as a passion for delivering engaging and memorable fan experiences.
• Must be able to maintain composure and organization in an often hectic and loud environment.
• Empathy patience and sensitivity to the needs of individuals with disabilities
• Be flexible and approach the job with a one team mentality no matter the task.
• Proficient computer skills required including the ability to use Microsoft Office Suite (Word Excel Outlook PowerPoint) and CANVA.
• A positive outlook strong communication skills including public speaking or meeting facilitation skills and the ability to engage others.
• Strong problemsolving skills and demonstrated experience finding creative yet viable solutions.
• 13 years plus of work experience in a comparable role.
• Position requires constant physical activity such as walking climbing stairs lifting and carrying equipment.
• Must be able to lift 30 lbs. using proper lifting techniques.

The expected compensation for this position is:

** Pay is based on a number of factors including market location qualifications skills and experience.