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Facility Operations/Security: Event Guest Relations
Manager of Guest Experience - Pacers Sports & Entertainment (Indianapolis, IN)

SUMMARY:

The Manager of Guest Experience is responsible for the growth and enhancement of both the guest experience program (also known as Elevate) and the overall Elevate service culture which engages and rewards team members throughout the organization while also building a loyal fan base through consistent and elevated guest experiences at all events. This position will also assist the Senior Director, Guest and Culinary Experience with the monitoring of all Food & Beverage operations and ensure that both our General Concessions as well as our Premium Spaces are providing the best experience available for all guests at Bankers Life Fieldhouse. 

 ESSENTIAL DUTIES AND RESPONSIBILITIES:

The following are examples of the various functions required. The job requirements are not limited to the items on this list.

  1. Lead to inspire change and build strong team and culture company-wide

  2. Oversee training and development programs to unify the various teams who create the Bankers Life Fieldhouse experience, including but not limited to: Pacers Sports & Entertainment front office and full time employees, all front of house event staff, Levy Restaurants, Denison Parking, ESG Security and possibly others as determined specific to the Elevate service initiative’s Common Purpose: Uniting and Empowering People to Create Extraordinary Moments.

  3. Research best industry practices as it relates to the Guest Experience to continue the growth of training course content and materials, and administer trainings through various means and methods such as classroom teaching, computer laboratory, video, Web-based programs, self-guided instructional manuals, through formal and informal large and small group forums and through individualized coaching to ensure PS&E is leading the NBA with highly satisfied guest experience ratings.

  4. Confer with managers and leaders of each department to identify training and development needs to ensure compliance to PS&E culture and adhere to our Common Purpose and defined quality standards. 

  5. Continuously improve training and development tools and programs to address gaps in skills and to meet the changing needs of our employees, partners, and guests.

  6. Drive team performance evaluation platform through various tactics including but not limited to Bankers Life Fieldhouse mystery shops, team member surveys, fan surveys, guest and team member focus groups, and metric evaluations of standard service operating procedures (i.e. – will call, parking, concessions line wait times, etc.). Provide a quarterly progress report with strategic suggestions on areas of opportunity.

  7. Represent PS&E through NBA league-wide Elevate meetings and correspondence related to the NBA and Elevate service training initiative.

  8. Teach training and development methods and skills to Elevate Ambassadors, who in turn, instruct other PS&E team members—both new and experienced.

  9. Continuously improve and assist with leading organization-wide recognition and incentive programs that drive and reward consistently elevated levels of service.

  10. Monitor, track and evaluate incident reports, snag resolution systems, and indicate trends that require solutions to enhance service levels, while maintaining the mindset that challenges can lead to opportunities.

  11. Maintain employee programs centering around A.S.S.I.S.T and work internally to market and create excitement around all Elevate related initiatives.

  12. Work with the Senior Director, Guest and Culinary Experience to monitor Food & Beverage operations at both General Concessions and Premium Locations at all events.

  13. Research best industry practices regarding Food & Beverage operations, service standards and revenue maximization.

  14. Work with Senior Director, Guest and Culinary Experience to create and implement initiatives to make a positive change to our Food & Beverage experience for all guests at Bankers Life Fieldhouse.

  15. Monitor and respond to all Guest Correspondence that is received through the Pacers Insider email inbox.  Ensure that all communication is received in a timely manner and that all responses adhere to the Elevate Service Standards.

  16. Oversee all guest information that is available at each Guest Relations Desk as well as all guest information on the Bankers Life Fieldhouse Website (i.e. – Fan Guide).

  17. Provide support in maintaining memorabilia for both the Indiana Pacers and Indiana Fever. This support would include but not be limited to cataloging current memorabilia as well as collecting items that may be needed for future displays. This would also include researching ways to improve current displays throughout the building.

  18. Oversee the Guest Experience department budget and strategic plan.

  19. Engage in PS&E sponsored and various other personal community outreach programs as a means to ‘Serve Community”.

  20. Other duties as assigned.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  This position requires a results-oriented person with a proven ability to improve bottom line performance.

 EDUCATION and/or EXPERIENCE:

Bachelor’s degree (BA or BS) from a four-year college or university and a minimum of 5-10 years of experience in a customer-focused role, preferably in a leadership or management role in arena or stadium guest services or the hospitality/tourism industry is required.  This position must have experience developing, collaborating, communicating, managing and leading transformative customer focused/culture changing initiatives within organizations.  This position must also have a general knowledge of Food & Beverage operations in the hospitality and/or sports & entertainment industry.  Cross functional and cross team experience driving positive outcomes and results is a must.  Excellent communication and interpersonal skills and experience required with both external and internal constituents at all levels (customers/subordinates/peers/superiors/executives).  Ability to develop and maintain strong professional relationships with constituents at all levels.  Excellent computer skills and working knowledge of Microsoft Office also required. 

LANGUAGE SKILLS:

Outstanding and proven communication skills required (both verbal and written).  Ability to read, analyze, and interpret instructions and reports.  Ability to create training presentations as well as write reports and correspondence.  Ability to effectively present information, speak publicly, respond, and communicate to questions/issues/problems from internal and external constituents a must.  Proven leadership experience coupled with the ability to delegate responsibilities and authority while at the same time teaching and developing staff and employees.  Excellent people skills, real desire to interact with people, with an ability to interact efficiently and in a professional manner with VIP’s as well as internal and external clients at all levels within an organization and throughout the community.  Must have a strong ability and desire to identify and solve problems both on a macro and micro level.

MATHEMATICAL SKILLS:

Knowledge to apply mathematical operations to tasks such as analyzing costs, evaluating data and managing team member performance, service metrics, and financials related to the budget.

REASONING ABILITY:

Ability to define problems, collect data, establish facts and draw valid conclusions.  Ability to interpret direction and technical diagrams and then translate this information to leaders, peers and team members.

PROBLEM SOLVING REQUIREMENTS:

Employee must make independent decisions and exercise independent judgment and discretion.  This position requires an ability to implement new guest experience guidelines and programs meant to enhance the experience of all event attendees.  Ability to identify trends, establish and communicate clearly a vision and address a problem or opportunity in a variety of ways is a must.  Ability to effectively manage change and motivate employees to achieve high levels of performance in order to solve problems is a must.   Creative and innovative problem solving skills encouraged.  Must be able to adapt problem solving for a variety of situations, including different events, stress levels, customer profiles and many other variables.  

 PHYSICAL AND ENVIRONMENTAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Employee must be able to work a flexible schedule including events which occur on nights/weekends and some holidays.  Some travel is required.  Ability to attend and assist with events both on and offsite.

While performing the duties of this job the employee is regularly required to:

  1. Sit

  2. Stand

  3. Walk

  4. Reach

  5. Lift

  6. Be exposed to loud noises

  7. Use computer

  8. Use telephone

  9. Speak, hear, read and write

  10. Present with poise and influence

    COMPUTER SKILLS:

    Employee should have a good working knowledge of and a high level of competency in Microsoft Office including Excel, Word, Outlook, PowerPoint & Windows. Other necessary proficiency required with Acrobat, Apple tools, and social media platforms such as Twitter and Facebook to potentially create an Elevate community beyond the walls of Bankers Life Fieldhouse. Experience with a CRM and web-based training platform is a plus.

     WORK ENVIRONMENT:

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    The noise level in the office work environment is usually moderate.

  1. The noise level in the Fieldhouse/game environment is usually loud.

  2. The stress level may become high during certain times of the year or during certain events.

Note: When you apply for this job online, you will be required to answer the following questions:

1. Discuss the qualifications you have for this position and why you think you would be a good fit.
2. Talk about your experience managing and leading people.
3. Tell us about your training and development experience.
4. Please discuss your customer service philosophy. GIve an example of how you acted on this philosophy in your career.


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