Manager, Hospitality & Vibe

AREA15 is an immersive entertainment and event destination that blends art and music in a dynamic environment. We are a hub for creativity innovation and unique experiences. Join us and be part of a team that thrives on imagination and passion.

AREA15 is seeking a Manager Hospitality & Vibe to drive in-venue sales performance and elevate the guest journey. This role is a key revenue driver for AREA15 leading the charge on Experience Pass sales maximizing every sales opportunity across the venue and motivating the Ambassador team to hit and exceed daily weekly and monthly goals. The Manager will also oversee day-to-day Customer Experience (CX) team operations and ensure every guest interaction reflects the AREA15 brand.

The Manager will report to the Director Hospitality & Vibe and is expected to make sales strategy team motivation and performance reporting the center of gravity for this role while also supporting Hospitality VIP and guest-experience programs alongside the broader CX team.

Ultimately we expect each employee to personify AREA15 itself: Authentic. Engaged. Uninhibited. Welcoming. Visionary.

RESPONSIBILITIES AND DUTIES:

• Drive in-venue Experience Pass sales identifying and maximizing sales opportunities across the customer journey.
• Partner with Director Hospitality & Vibe and Marketing on strategies to sell and promote Experience Packages and other event sales initiatives and to meet or exceed KPIs and sales goals.
• Motivate and lead the Promotions Sales/Ambassador (CX) team: own their daily sales goals and identify and implement incentive and motivation programs that keep the team engaged and performing.
• Manage Promotions Ambassador sales performance day to day coaching in real time on the floor to convert more guests into Experience Pass buyers.
• Build and maintain Daily Weekly and Monthly sales reporting including the Experience Pass Bonus Plan to track performance against goals and surface trends.
• Own and maintain sales tracking tools and dashboards (POS ticketing platforms bonus plan reporting); use the data to suggest adjustments to sales strategy and daily operations that increase performance.
• Develop and refresh Sales Onboarding tools ensuring the team is equipped with strong talking points upsell techniques and product knowledge.
• Liaise with Attractions & Ticketing to adjust Experience Pass quantities and availability in real time based on venue traffic.
• Maintain along with Assistant Manager the daily oversight of the Customer Experience (CX) team including digital and revenue-generating Ambassadors and Host staff.
• Mentor and support team members promoting a culture of innovation continuous improvement and commitment to service excellence.
• Participate in hiring and support recruitment and training of new CX team members in alignment with AREA15s standards.
• Own weekly payroll and daily/weekly bonus plan reporting; oversight of team schedules.
• Work with Hospitality & Vibe Management and Marketing on a daily basis to ensure marketing and sales messaging is clearly conveyed to Promotion Sales and Digital Ambassadors.
• Support LiveChat Zoho and ticketing platform initiatives; resolve or escalate real-time messaging and ticketing issues to Marketing or IT as needed.
• Suggest improvements to digital and scheduling processes with sales strategy in mind.
• Handle staff & guest escalations.
• Coordinate schedule and help fulfill VIP tour and hospitality requests for the Executive Team and guests speaking confidently to the history and current offerings of AREA15.
• Liaise with other AREA15 departments and tenants to fulfill event services and hospitality requests; track voucher inventory.
• Attend New Hire Orientations as a representative of Hospitality & Vibe presenting a department overview and assisting with tours as needed.
• Act as an ambassador for AREA15 to internal and external stakeholders liaising with department leaders to maintain smooth operations aligned with AREA15s brand identity.
• Respond to time sensitive matters.
• Demonstrate ART! (AREA15s service standards) in every guest interaction.
• Adhere to department and company policies and procedures.
• Maintain a professional polished appearance in line with AREA15 standards.
• Work various shifts including nights weekends and holidays.
• Perform other work-related duties as assigned.

Required Experience:

Manager