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The Guest Services Manager is responsible for leading all front-of-house operations and ensuring a seamless and outstanding guest experience at every event. This role oversees a team of Ushers, security personnel, janitorial coordinators, and temporary labor staff. The manager will implement effective service standards, policies, and training programs to foster a safe, organized, and welcoming environment for all patrons and staff.

Key Responsibilities:

• Directly manage and supervise the Guest Services Lead, security staff, janitorial team, and all event-based temporary labor.
• Assist with the recruitment, interviewing, hiring, and onboarding of usher staff.
• Develop and enforce comprehensive front-of-house policies and procedures, including customer service and security protocols.
• Collaborate with the Director of Operations to ensure efficient and effective janitorial coverage during events.
• Manage scheduling and ensure adequate staffing for all events, including Ushers and contracted labor.
• Arrange and oversee external contracts for additional usher support when necessary.
• Maintain a leadership presence during events, ensuring a supervisor or lead is on-site during every shift.
• Develop and deliver training programs for front-of-house staff, focusing on customer service and conflict resolution.
• Plan for increased event volume and complexity by proactively addressing future operational and security needs.
• Continuously assess and improve front-of-house operations to elevate the guest experience.

Qualifications:

• Previous managerial experience in guest services, event operations, or a related field.
• Strong leadership and team-building skills with the ability to motivate and manage diverse staff.
• Excellent communication, interpersonal, and problem-solving abilities.
• In-depth understanding of customer service principles and front-line procedures.
• Experience in developing staff training and implementing operational improvements is ideal but not required.
• Ability to work flexible hours, including nights, weekends, and holidays, in alignment with event schedules.