Job Title

Job Family

Job Code

Job Exempt

Venues Guest Experience Manager

Seiu_Professional

VGE01

Pay Grade

Pay Rate Type

Minimum

Midpoint

Maximum

S13

Salary

$26.63

$33.96

$41.28

Job Description

Performs professional work with responsibility for the day-to-day guest services operations of the KIA Center, Camping World Stadium, Harry P. Leu Gardens, and Mennello Museum of American Art. Highly motivated with a pleasant and upbeat attitude. Responsible for assisting with front-of-house events, parking, traffic/transportation, developing guest services policies and procedures, responding to guest inquiries, and keeping the guest experience a priority. The goal is to provide legendary customer service to all patrons. Work is performed under the direction of the Venues Guest Experience Division Manager and reviewed on an event-by-event basis. Required to work nights, weekends, and holidays.

Minimum Qualifications:

Associate's Degree in Hospitality, Events Management, Sports Commerce Management, or related field and two (2) years guest or event services experience in a managerial capacity in a stadium, arena, or park with a large volume of visitors; or an equivalent combination of education, training, and experience. Valid Florida Driver's License required.

Responsibilities

EXAMPLES OF WORK PERFORMED:
Note: The listed duties are only illustrative and are not intended to describe every function that may be
performed by this job class. The omission of specific statements does not preclude management from
assigning specific duties not listed if such duties are a logical assignment to the position.

Coordinates with the Events and Security departments in the planning and organization of all events
with a guest experience focus.

Develops, implements, and maintains an effective guest experience program to include guest problem
resolution procedures. Responds to guest services situations during events. Collect and research all
guest complaints then respond accordingly directly to patrons.

Develop and approve all Guest Services deployment at both Amway Center and Camping World
Stadium.

Assists in the development of all guest services programs and materials for all building partners.

Develop and execute multiple training programs for event personnel and responsible for accountability
and tracking of training.

Supports implementation and development of the employee recognition program at both facilities on behalf
of the Venues.

Researches and provides ideas and suggestions for new products, services, technology, and processes to
ensure Orlando Venues can effectively meet the needs of our guests.

Performs other duties as may be assigned.

KNOWLEDGE, SKILLS, AND ABILITIES:

Knowledge of ADA law to ensure compliance

Maintain extensive knowledge of the facilities and events

Knowledge of principles and processes for providing customer and personal services to meet quality
standards and customer satisfaction.

Knowledge of City Policies and Procedures.

Skilled in problem-solving

Skilled in verbal and written communication.

Skilled in the use of a computer and Microsoft Office Suites including Word and Excel

Ability to work independently without frequent supervision.

Ability to make sound logical decisions following established policies and procedures.

Ability to multitask and prioritize in a fast-paced environment.

Ability to work under pressure while having the ability to meet deadlines.

Ability to communicate ideas in a clear and concise verbal and written manner.

Ability to work effectively with individuals and on teams from diverse backgrounds.

Ability to operate a vehicle or golf cart.

Ability to work nights, weekends, and holidays.