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Hospitality Operations Manager
2 months ago
Job Title: Front of House Manager
Job Summary:
We are seeking a highly skilled and experienced Front of House Manager to join our team at ASM Global. As a Front of House Manager, you will be responsible for delivering exceptional customer service and ensuring a seamless experience for our guests.
Key Responsibilities:
- Customer Service: Provide exceptional service to our guests, resolving issues and complaints efficiently and maintaining a high standard of guest satisfaction.
- Team Leadership: Lead and coordinate the casual Arena Host team, including training, mentoring, and fostering a positive team environment.
- Event Management: Work with the Hospitality Operations Manager and Event Manager to ensure the smooth running of events, including scheduling, hygiene, and safety compliance.
- Guest Experience: Partner with the Head of Guest Experience, Premium Hospitality, and Food and Beverage teams to enhance guest experiences through proactive teamwork.
- Accessibility: Ensure all guests, including those with disabilities, have full access to live entertainment and manage the Attitude is Everything charter to achieve platinum status.
- Team Development: Develop team members through monitoring, coaching, and feedback, ensuring a high level of service delivery.
- Guest Journey: Oversee the guest journey in premium spaces, handling customer service, ticketing, and accessibility queries.
- Collaboration: Collaborate with General Admission, Food and Beverage teams, and Event Managers to deliver consistent service.
- Reporting: Communicate effectively with the Head of Guest Experience, complete end-of-show reporting, and track complaints for continuous improvement.
Requirements:
- Customer-Facing Experience: Proven experience in a customer-facing role within the hospitality industry.
- Relationship Building: Ability to build and manage strong customer relationships.
- Attention to Detail: Strong attention to detail, problem-solving skills, and financial acumen.
- Technical Skills: Proficiency in Excel, PowerPoint, and Microsoft Outlook.
What We Offer:
- Competitive Salary: A competitive salary and benefits package.
- Opportunities for Growth: Opportunities for career growth and professional development.
- Collaborative Environment: A collaborative and supportive work environment.
