Guest Services Manager & Event Supervisor

Position Purpose:  This position provides event planning and execution support to the Event Production Department coordinating select experiences to help produce world-class events produced or co-produced by the company as well as others using Henry Maier Festival Park (HMFP). Approximately 80% of the position’s responsibilities are intended to focus on event management, including supporting events, coordinating deliveries, access, set-up, tear-down, operational logistics, on-site communications, and cross-departmental coordination for all aspects related to events. The primary purpose is to ensure event success from conceptualization to execution, operating under the direction of the Event Manager. The remaining approximately 20% of this position is focused on managing guest services and front desk operations. Guest services and front desk responsibilities are interrelated and are intended to function as one coordinated area of responsibility. This includes hiring the company’s seasonal guest relations and front office workforce, serving as the primary contact for all guest inquiries. This position exercises direct supervisory authority over seasonal guest relations and front office staff and functional leadership over cross-departmental event support activities.Essential Duties and Responsibilities: Responsible for year-round operational oversight with seasonally allocated responsibilities consisting of approximately 80% event planning, event execution, and event support functions, and approximately 20% guest relations and front desk operations. The essential duties and responsibilities include the following:Serve as the primary point of contact to facilitate and collaborate on the execution of assigned event components, including design, layout, activations, run-of-show outlines and documentation, asset management, internally, with clients, third-party suppliers, and stakeholders.Assist Event Manager with event budget development, reconciliation, invoicing, and collection. Support the development and execution of client event contracts and track progress of all required documents including insurance and permits where required. Participate in event planning and production meetings internally and with clients. Create agendas, document discussion content, and record outstanding items for follow-up. Collaborate with the Design Department to create strategic event layout maps, planning and managing load-in/out entertainment production support and track set-up progressCoordinate and communicate effectively across departments to plan and execute event-specific tasks, ensuring alignment, accountability, and successful event delivery.Provide operational support for assigned events and for events led by other Event Managers, including coordination of deliveries, access, set-up, tear-down, operational logistics, on-site communications, and cross-departmental coordination. This may include assuming responsibility for an event day when another employee is sick, unavailable, or otherwise unable to cover the event.Support all phases of event operations, including pre-event planning, event-day execution, and post-event strike/tear-down.Assist Event Manager in the collection of post-event feedback from guests, clients, vendors, and staff to identify opportunities for improvement, and report findings.Support event safety, security, and emergency response protocols in coordination with internal departments and external partners, including documenting and escalating incidents as required.Manage all aspects of guest relations and front desk operations for the company, recognizing that front desk and guest services are woven together operationally. Serve as the primary contact for front desk and guest service operations and ensure consistent, professional responses to public, guest, and partner inquiries., including handling customer comments and complaints and developing a common complaints and responses document for seasonal employees.Prepare and manage the guest relations and front desk staffing budgets; posting positions, interviewing, hiring, training, scheduling, and supervising seasonal employees to work at the front desk and on the grounds as needed during the festival season.Coordinate front desk support functions related to package deliveries, box office questions, general public complaints, guest inquiries and requests, general presentation of front office spaces, and when needed, monitoring the use of conference rooms for internal and external meetings, including room readiness and configuration meeting details, hospitality items, and cleanup. Coordinate Guest Services on-site functions related to wheelchair, stroller and check-out procedures, and schedule, information and brochure distribution.When front desk staffing is unavailable, insufficient, or temporarily uncovered, this position is expected to physically staff the front desk, answer phones, and assist guests while continuing to perform other assigned duties to the extent practical.Communicate clearly, effectively, and professionally with staff, the public, Board members and others.Consistently and professionally represent the company to the general public, media and other partners.Maintain a safe, positive, cooperative, team-oriented attitude and work environment and abide by all Human Resources and Legal policies toward treatment of all company employees and ensure others do the same.Work with other departments in implementing contingency, continuity, and recovery plans.Communicate relevant information to department and others within the company within a timely manner through proper channels.Continually strive for improved means and methods toward department management, including giving and receiving feedback from colleagues, direct reports, and upper management.The anticipated allocation of responsibilities for this position is approximately 80% event management and event support functions and 20% guest relations and front desk operations; however, actual time allocation may vary based on seasonal workload, staffing levels, and operational needs. The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position. Minimum Qualifications: Associate’s degree from an accredited college or university or equivalent work-related or military experience.2 years’ experience in coordinating and executing large-scale events and/or functional knowledge of the special event business. 2 years’ experience in developing and coordinating guest relations programs.Excellent verbal and written communication skills and comfortable speaking to groups of all sizes.Well-developed project management skills, organizational skills, time management skills. Good judgment, management and decision-making skills.Ability to foster trust and open/honest communication with internal teams, partners, and clients.Ability to work collaboratively with others for whom you have no direct supervisory authority.Ability to consistently project a positive image on behalf of the company.Valid driver’s license.Ability to work a flexible schedule including evenings, weekends, holidays and overtime.Demonstrated ability to manage multiple operational priorities across event execution and front desk / guest service functions.Experience hiring, training, scheduling, and supervising seasonal, part-time, or customer-facing staff preferred.Preferred Qualifications: Bachelor’s degree or higher from an accredited college or university or equivalent work-related or military experience.4+ years of related experience in coordinating and executing large-scale events as well as guest relations.Excellent leadership, communication, and decision-making skills with prior management experience.Eye for detail and extraordinary attention to delivering high quality, error-free deliverables.Thrive under pressure and have a passion and high-level talent for event production and logistics and guest relations.Ability to resolve complex customer service and conflict management issues with a clear understanding of the discretion required for this position.Experience managing front office functions, public inquiries, meeting support logistics, and customer service issue resolution in a fast-paced environment.Anticipate project needs and proactively deliver, sometimes under tight deadlines.Ability to build and maintain cordial relationships with clients, peers, and people at all levels, using diplomacy, judgment, and interpersonal skills.Ability to work independently without supervision, be self-directed and demonstrate initiative.Ability to consistently and professionally represent the company.Highly organized with the ability to manage various projects simultaneously.Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.Work Environment:The individual in this position will frequently work overtime including evenings, weekends, and holidays. The position will include work both in the office and in the field. Employee may be exposed to various weather conditions including rain, snow, wind, and extreme cold and heat as well as certain risks or hazards that are typically associated with a concert-type setting including: loud sounds, poor lighting, flashing lights, and crowded areas. Employee may be exposed to certain risks or hazards that are typically associated with an outdoor public venue. The position requires flexibility to shift between event management responsibilities and front desk / guest service responsibilities based on seasonal demands, staffing levels, and operational priorities. Some travel may be required.