Manager, Guest Experience

**Job Title:** Manager, Guest Experience **Class:** Full Time, Salaried, Exempt **Reports to**: Director of Guest Experience **Location:** Fiserv Forum **The Milwaukee Bucks strive to be the best sports and entertainment company in the world. We are looking for dedicated people who champion innovation, inspire and empower their teammates to perform at a world-class level, and foster a culture of continuous improvement.** **What We Offer:** - Comprehensive health benefits including medical, dental, and vision plans, as well as mental health resources - 401K with company match - Pet Insurance - 12 weeks of paid time off for parents to welcome newborns, adopted and foster children - Unlimited PTO - Professional Development through our internal learning & development program - Antler Academy - Employee Resource Groups - Milwaukee Bucks and NBA League Discounts - Company Paid Parking and Phone Allowance **Summary:** The Manager of Guest Experience, working under the direction of the Director of Guest Experience, leads the Arena’s Guest Experience team comprised of Guest Service Supervisors and Guest Service Representatives. Through exceptional service and effective crowd management, the Guest Experience Manager is generally responsible for ensuring that event staff provide guests with a world-class entertainment experience in keeping with Fiserv Forum’s mission statement. **Responsibilities:** - Oversees and leads Guest Experience operations during assigned large-scale publicly ticketed and private events, ensuring consistent, high-quality guest experience. - Effectively communicate with guest service staff to establish standards and expectations, goals and objectives, and policies and procedures. - Motivate event staff by creating a positive working environment and culture where employees are stimulated and inspired to do exceptional work. - Facilitate a coaching and counseling program that maintains consistency of effort among event staff. - Identify and develop event staff into specialized supporting roles. - Work closely with Guest Service Supervisors to develop their leadership skills and scale up the effectiveness of building management. - In conjunction with Human Resources, it is the responsibility of all Guest Experience Department managers to ensure that event staff adhere to grooming standards. - Ensures that the department is in full compliance with collective bargaining agreement, and any state or federal labor laws. - As directed, review staff-related incidents with event staff to ensure consistency and accuracy of Organization records. - Meet with operations departments, as well as Arena clients, to resolve Guest Experience needs and requirements on a per-event basis. - Assist with scheduling and positioning of Guest Experience staff to best accomplish the service, safety, and cost priorities for each event. - To maintain emergency preparedness, the Guest Experience Manager must have a solid understanding of all applicable safety regulations and security procedures for the Arena. - Ensure that event plans and layouts support the highest standards of accessibility and ADA regulations. - Conduct pre-event briefings with event staff, especially supervisors and other key support staff. - See that all credential access policies are followed consistently and thoroughly. - Throughout each event, respond to guest-related incidents such as relocations, injuries, lost children, ejections, etc. - Using both the rewards/recognition and coaching/counseling programs, evaluate and reinforce the work of the event staff in real time. - Anticipate guest issues by consistently supervising crowd flow and service issues. - Lead building tour program. - Run the ongoing development and facilitation of event staff training. Training content includes service values, service operations, safety policies, and general building orientation. - Develop position-specific training modules to facilitate staff rotation and the orientation of new hires…