Event Manager and Guest Experience Coordinator

7 days ago


Manchester, United Kingdom ASM Global Full time

About the Role

As the Front of House Manager at ASM Global, you will be the face of our company, responsible for delivering outstanding service through positive and engaging interactions with guests.

Reporting to the Head of Guest Experience, you will lead a team to ensure excellence during high-profile conferences, events, and shows.

Key Responsibilities

  • Provide exceptional service, resolve issues and complaints efficiently, and maintain a high standard of guest satisfaction.
  • Lead and coordinate the casual Arena Host team, including training, mentoring, and fostering a positive team environment.
  • Work with the Hospitality Operations Manager and Event Manager to ensure the smooth running of events, including scheduling, hygiene, and safety compliance.
  • Partner with the Head of Guest Experience, Premium Hospitality, and Food and Beverage teams to enhance guest experiences through proactive teamwork.
  • Ensure all guests, including those with disabilities, have full access to live entertainment and manage the Attitude is Everything charter to achieve platinum status.
  • Develop team members through monitoring, coaching, and feedback, ensuring a high level of service delivery.
  • Oversee the guest journey in premium spaces, handling customer service, ticketing, and accessibility queries.
  • Collaborate with General Admission, Food and Beverage teams, and Event Managers to deliver consistent service.
  • Communicate effectively with the Head of Guest Experience, complete end-of-show reporting, and track complaints for continuous improvement.

Requirements

  • Proven experience in a customer-facing role within the hospitality industry.
  • Ability to build and manage strong customer relationships.
  • Strong attention to detail, problem-solving skills, and financial acumen.
  • Proficiency in Excel, PowerPoint, and Microsoft Outlook.

About Us

At ASM Global, we are committed to leading the entertainment industry towards a greener, faster, and more innovative digital future.

We are committed to active inclusion, diversity, and equal opportunities. We welcome discussions about flexible working arrangements.


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