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Overview

The Guest Experience Manager will manage every aspect of the Welcome Center; hire, train, schedule and supervise all Welcome Center staff; ensure the staff are following all safety guidelines; oversee building security and maintenance; manage concessions ordering, inventory and cleanliness; Interact with customers, book private events/parties; Coordinate communication between event staff and WC staff for birthday parties and private event bookings; be responsible for and ensure overall customer satisfaction and experience.

This role will pay a salary of $68,000 to $73,000 and is an Exempt Role.

This job ad expires on 9/30/2024.

For FT roles: Benefits: Health, Dental and Vision insurance, 401(k) savings plan, 401(k) matching, and paid time off (vacation days, sick days, and 12 holidays)

Responsibilities

• Provides efficient and professional guest service for the Berger Foundation Iceplex Customers/Guests while looking for opportunities to enhance the guest experience.
• Assist coordination, planning, and supervise Iceplex events
• Provide leadership and guidance for Welcome Center Staff
• Analyze challenges, identify alternative solutions, and project consequences of proposed actions and implement recommendations in support of organizational objectives
• Communicate clearly and concisely in the English language, both orally and in writing
• Establish and maintain effective working relationships with guests, co-workers, part-time staff.
• Work a flexible schedule, including nights, early mornings, weekends & holidays as needed
• Complete all duties with a customer service focus through teamwork & dedication to OVG's principles
• Recruit, train, and supervise Welcome Center staff
• Create work schedules for staff and review performance/ results
• Execute policies and procedures professionally and accurately
• Investigate and resolve customer complaints in a professional manner ensuring customer satisfaction.
• Inspect all areas of the rink and Welcome Center, create and follow-up on work orders as needed.
• Implement skate maintenance guidelines for skate sharpeners
• Maintain equipment (radios, microphones, iPad,)
• Maintain a clean and safe facility
• Review emergency planning procedures with all staff.
• Maintain training manual for WC staff
• Prepare and approve bi-weekly payroll for all WC staff
• Manage Iceplex concessions (ordering, inventory, quality control)
• Manage private and group events from booking to execution
• Oversee birthday hostess in planning and booking of birthday parties
• Plan and execute bi-monthly Welcome Center staff meetings, including one-on-one meetings.
• Provide reports as requested by the Vice President/GM
• Prepare a Welcome Center expense budget for the Welcome Center/Iceplex
• Maintain a high degree of personal integrity and consistently put the interests of the organization first
• Frequently Serve as Manager on Duty
• Other duties and responsibilities as assigned

Qualifications

• Three to five (3-5) years of management experience in a recreational facility.
• Strong oral and written communication skills
• Strong computer skills in Microsoft Office applications, word processing, and Internet
• Possession of, or ability to obtain, a valid drivers' license
• Possess excellent customer service skills, supervisory, and organizational skills to function in a multi-task environment
• Ability to identify the needs of users of the facility
• Knowledge of crowd management and control techniques
• Knowledge of customer service practices
• Knowledge of principles of supervision, scheduling, and training employees
• Demonstrated familiarity with facility use contracts
• Knowledge of fire and public safety regulations
• Knowledge of electronic systems in public assembly facilities
• Experience with budget preparation and control

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