Guest Experience Manager

Venue Operations Portland, Oregon


Description

Position at Rip City Management

Become a part of the team behind the team.


As employees of the Portland Trail Blazers at the Rose Quarter, we do more than basketball. We bring people together to create extraordinary moments and lasting memories through the power of sports and entertainment. We are pioneers and innovators. We look for people who push boundaries, who dream, who are committed to inclusivity – who want to contribute to Rip City!


Rip City Management ("RCM") is looking for a driven, innovative, and tech-savy Guest Experience Manager to join the Guest Experience team to bring to life a world-class guest experience across our various touchpoints. The Guest Experience Manager is responsible for providing a safe and enjoyable environment for guests and team members at all times. This individual will supervise part time event staff (150+), monitor departmental activities, and perform general administrative duties. The Guest Experience Manager will ensure that staff has appropriate knowledge and tools, through training and coaching and are providing exceptional service to all.


Our Guest Experience Manager is an open-minded servant leader! You are passionate about sports, live entertainment, and people. You are no stranger to working hard and being an impactful team member. You enjoy bringing joy to people’s lives by creating extraordinary moments for internal and external guests. You enjoy being a part of an exciting, fun and caring team. You’re ready and willing to learn, challenge ideas and lead by example.
 

Your New Team
Our Guest Experience Manager will report to the Director, Guest Experience and work alongside one other Guest Experience Manager and a Guest Experience Coordinator and assist in managing/leading 200+ part-time guest experience employees
 

We will review all applications on a rolling basis; however, preference will be given to candidates who submit their application by Friday, December 1st.
 

Day to Day

  • Demonstrates through actions a commitment to our organizational values: Integrity, Inclusion, Innovation and Impact; and Operational Values: Commitment to safety, seamless performance, individual connection and passion and fun.
  • Work closely with the Director of Guest Experience and Manager of Guest Experience to define clear expectations for the Event Staff
  • Lead the Guest Experience operations and manage Guest Experience Staff at all Rose Quarter events, ensuring proper uniform, conducting supervisor pre-shift meetings and more.
  • Help establish and implement short and long-term goals, strategic plans, policies, standards and operating procedures for Event Staff Team Members that forster a culture of trust, inclusivity, service and empowerment.
  • Manage all guest issues and/or concerns at all Rose Quarter events, ensuring all issues are addressed and properly followed up on
  • Create, implement, and manage ongoing employee training in conjunction with the Director of Guest Experience
  • Contribute to a world class guest experience at Rose Quarter that welcomes every guest, exceeds expectations, and empowers our employees.
  • Identify pain points in the guest experience and develop plans and/or processes to improve and ensure our guests consistently have world-class experiences.
  • Bring innovative and outside-the-box thinking to the department; Be a curious and thoughtful leader while remaining respectful and understanding of the organizational and team needs.
  • Solicit and respond to guest and employee suggestions, complaints, and comments to recommend initiatives designed to enhance the overall experience.
  • Provide evaluations, continuous feedback, and coaching to part-time team members, encouraging personal and professional growth. This individual will coach first but also manage disciplinary actions when necessary.
  • Assist with hiring, onboarding, and scheduling of part time staff.
  • Partner with teams throughout the organization to ensure proper staffing for events based on internal and external needs, managing client relationships, and providing a seamless client experience.
  • Take ownership and see our guest’s need through, from beginning to end, feeling empowered to say “Yes!” and to create those extraordinary moments
  • Approaches change positively and leads others through the change process with a focus on the positive outcomes for the business.

 

WE'D LIKE TO HEAR FROM YOU

  • Minimum of 4 years of guest experience, hospitality, or customer service experience
  • Comfortable with engaging in a variety of different communicative modes (verbal, non-verbal, and written) and being attuned to others through strong active listening skills
  • Strong sense of self-awareness and emotional intelligence
  • Experience managing large number of employees
  • Available to work evenings, weekends, and holidays.
  • Uphold organizational values (Integrity, Inclusion, Innovation and Impact) and operational values (commitment to safety, seamless performance, individual connection and passion and fun)

 

PREFERRED QUALIFICATIONS

  • Have a Bachelor's degree (B. A.) from a four-year college or university in a relevant field or possess an equivalent combination of education and experience.
  • Previous experience in the Sports or Entertainment Indsutry
  • Leadership/Management experience in a guest experience, hospitality, or customer service experience
  • Knowledge of ABI Mastermind Time and Attendance System, or another time management system

 

Offers of employment are conditional upon the successful results of an individual background check. We consider qualified applicants with criminal histories and review results on an individual basis.

The Portland Trail Blazers at the Rose Quarter embraces diversity and inclusion. We celebrate individual expression and uniqueness on our campus. We do not tolerate harassment or discrimination. We are committed to hiring individuals that reflect the community we serve without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, disability, genetic information, or other legally protected characteristics. We are an equal opportunity employer.

 

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.


 

PERKS: 

We invest in our employees inside and outside of work. Our benefits package for full-time teammates includes:
 

  • Relocation Assistant (if applicable)
  • Competitive Healthcare Coverage
  • Retirement Plan
  • Paid Maternal & Parental Leave
  • Flexible Time Off (3 weeks + 11 holidays)
  • Wellness Perks
  • Tuition Reimbursement
  • Free Parking + Discounted Mass Transit Passes
  • Discounted & Complimentary Tickets
  • Ongoing Learning & Development

 


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