Sr Manager, Guest Experience (Training & Development)

In order to be considered for this role, after clicking "Apply Now" above and being redirected, you must fully complete the application process on the follow-up screen.

Job Title: Senior Manager, Guest Experience (Training & Development)

Department: Guest Experience

Business Unit: KSE

Location: Denver, Colorado

Reports To: Director, Guest Experience

Employment Type: Full Time- Salaried-Exempt

Supervisor Position: Yes

Kroenke Sports & Entertainment (KSE) is an American Sports and Entertainment holding company based in Denver, Colorado. KSE is committed to providing world class sports and entertainment for both live and broadcast audiences. We are the employer of choice as the owner and operator of Ball Arena, DICK'S Sporting Goods Park, the Paramount Theatre, Denver Nuggets (NBA), the Colorado Avalanche (NHL), Colorado Mammoth (NLL), Colorado Rapids (MLS), KIMN,KXKL, KKSE (FM/AM), Altitude Sports & Entertainment, Major League Fishing/Fishing League Worldwide (MLFLW), Winnercomm, Outdoor Sportsman Group and SkyCam.

Nature of Work:

The Guest Experience Department exists to provide enhanced customer service and create memorable experiences for our guests at Ball Arena and DICK'S Sporting Goods Park. The Senior Manager of Guest Experience (Training & Development) will create content and develop training initiatives for our Memorable Moments program and act as the main representative for the program to KSE event staff & vendor partner groups. This program seeks to train on our company core values, recognize staff for providing "memorable moments" for our guests and provide engagement opportunities for staff.

Examples of work performed:

• Develops a yearlong training plan for all event staff groups based on their area of service
• Creates trainings for event staff based on company core values
• Delivers trainings to groups and management teams
• Provides creative ideas on new and different ways of delivering content to event staff
• Leads Memorable Moments Committee which includes representatives from each vendor partner group to develop trainings, coordinate staff appreciation events and foster new ideas
• Coordinates trainings with Human Resources for both KSE and vendor partners and ensures KSE core values are being trained on by all partner groups
• Facilitates the secret shopper program
• Monitors the post event surveys and collaborates information to add to trainings and provide feedback to various departments

• Manages event staff communication initiatives (emails, newsletter, etc.) to improve vendor partner awareness of KSE standards, processes & procedures, the Memorable Moments Program, and upcoming events
• Builds strong relationships across the organization with all lines of business
• Represents Ball Arena in conjunction with Director as NBA & NHL league contact with regards to arena experience guidelines and initiatives and communicates league recommendations regularly to internal and external partners

• Oversees one full time Manager of Guest Experience
• Assists the Manager of Guest Experience with the management of the Memorable Moments program and Memory Maker staff
• Assists in the planning of employee appreciation events and recognition efforts
• Attends events as needed to monitor staff interaction and ensure a high-quality guest experience at both Ball Arena and DICK'S Sporting Goods Park (2-3 per month)
• Assists with responding to the Guest Experience phone lines and email accounts
• Advises the Director of Guest Experience on potential training opportunities and areas of improvement and provides suggestions
• Other duties as assigned.

This description is a summary only and is describing the general level of work being performed, it is not intended to be all-inclusive. The duties of this position may change from time to time and/or based on business needs. We reserve the right to add or delete duties and responsibilities at the discretion of the supervisor and/or hiring authority.

Working Conditions & Physical Demands:

• Typical Office Conditions
• Ability to stand and move for long periods of time during events both indoors and outdoors in varied weather conditions
• Occasional need to lift boxes/materials up to 30 pounds

• Ability to work non-traditional hours including nights, weekends and holidays
• Public speaking in large group settings

Qualifications

• Minimum
  1. Bachelor's degree in hospitality, sports management, business administration or other related field or higher, required.
  2. 1+ years of management experience including full supervisory and decision-making functions.
  3. 1+ years of developing content and delivering trainings required.
  4. Minimum 3+ years of customer service experience required.
     • Excellent customer service skills with solid working knowledge of generally accepted standards of customer service and conflict resolution.

• Preferred

1. Strong understanding of event operations at large, multi-use facility structures with professional sports leagues
2. 1-3+ years of experience managing guest/fan experience programs, employee training & engagement programs, and/or related field for a professional sports/multi-use venue.

Competencies/Knowledge, Skills & Abilities

• Strong organizational skills with the ability to manage multiple projects simultaneously from concept to completion and effectively meet deadlines
• Strong leadership, effective communication, coordination, and event planning skills with high attention to detail
• Ability to successfully communicate verbally and in writing with senior management and a diverse staff
• Must be comfortable speaking in public and providing training and feedback to large groups of people
• Proven ability to work independently as well as within a team environment
• Ability to collaborate with internal teams, and external partners to achieve desired results
• Ability to acquire or produce and maintain a valid Colorado driver's license and meet company vehicle driving standards

• Ability to maintain positive attitude and demonstrate professionalism
• Ability to maintain a high level of confidentiality
• High attention to detail
• Ability to multi-task, prioritize and adapt to changing environments

• Proficient in all Microsoft Office skills including Outlook, Word, Excel, PowerPoint, etc.
• Proficient in a variety of presentation systems/techniques

Compensation

• Base salary range $60,000-$70,000 per annum
• Eligible for annual discretionary bonus

Benefits Include (For FT Benefits Eligible only)

• 12 Paid Company Holidays
• Health Insurance (Medical, Dental, Vision)
• Paid Time Off (PTO)
• Life Insurance
• Short and Long-term Disability
• Health Savings Account (HSA)
• Flexible Spending plans (FSAs)
• 401K plan/Employer Match

Equal Employment Opportunity

Kroenke Sports & Entertainment (KSE) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

---