Guest Experience Manager

Salary

$80,350.40 - $113,152.00 Annually

Location

Tacoma, WA

Job Type

Non-Classified

Job Number

P0850-24

Department

Tacoma Venues and Events

Opening Date

04/19/2024

Closing Date

5/9/2024 5:00 PM Pacific

• Description

• Benefits

• Questions

Position Description

Tacoma Venues & Events is responsible for sports and entertainment venues within the City of Tacoma (including the Tacoma Dome, Greater Tacoma Convention Center, historic theaters, and Cheney Stadium), and the Special Events program.

TVE is seeking a Guest and Staff Experience Coordinator to focus on enhancement of the guest experience at the Tacoma Dome and Greater Tacoma Convention Center and the overall TVE staff engagement. The successful candidate for this position will be the organizational champion for the guest and staff perspectives; ensure that guests, clients, and employees of TVE receive legendary service; foster an environment that promotes innovation and implementation of best industry practices to improve service delivery and efficiency. Key responsibilities:

• Identify, develop, and implement continuous improvements to the guest experience in the venues.

• Recommend policies, procedures, and best practices to advance the quality of the guest experience.

• Work closely with data analyst and third-party contractors (guest services, food & beverage, parking etc.), to develop and track Key Performance Indicators (KPIs). Review KPI results and make recommendations to contractors and TVE leadership for operational improvements to ensure outstanding guest experiences.

• Liaise with external event related partners including transportation services (transit, ride share etc.).

• Participate in event related service and security briefings with event production personnel, contract supervisors and staff.

• Analyze, track, and report on guest experience performance metrics from secret shopper programs, guest feedback, post event surveys, and observations; provide post event follow up reports and make recommendations for improvement.

• Create and distribute event and other pertinent details to ensure all staff have the necessary information to provide exceptional experiences.

• Manage venue wayfinding and directional signage, with brand oversight from marketing.

• Respond to guest concerns and inquiries in a timely and appropriate manner.

• Serve as subject matter expert to facilitate special accommodations, including sensory sensitivity needs, and all applicable Americans with Disabilities Act (ADA) requirements.

• Design and create new staff orientation for all TVE and contract staff to ensure cohesive understanding of TVE values and venue event policies and procedures.

• Design, create, and facilitate venue-centric annual and recurring guest experience training modules for all employees in alignment with TVE’s mission and values.

• Design, create, and facilitate staff award and recognition programs for full-time, part-time, and contract staff.

• Hire, train, schedule and supervise part-time Event Attendants.

• Develop and implement programs to track and enhance TVE and contractor staff engagement including participating in the organization of staff events.

• Serve as primary front of house venue manager on duty during Tacoma Dome events.

Additional information about the Tacoma Venues & Events venues can be found at www.tacomavenues.org (https://www.cityoftacoma.org/government/city_departments/tacoma_venues___events) !

Qualifications

Minimum Education*

Bachelor's degree in hospitality, sports management/administration, business or directly related field.

Minimum Experience*

4 years of event and meeting planning experience.

*Equivalency: 1 year of experience = 1 year of education

Licensing, Certifications and Other Requirements

Washington State Driver's License

Desired Qualifications

• Minimum two years' experience in face-to-face guest services, with a focus on the planning and coordination of event management activities at a stadium, arena, convention center, conference center, or other similar experience.

• A minimum of one year's supervisory experience.

• Familiarity with event ticketing software preferred.

Work Schedule

Must be willing to work extended, irregular and flexible hours as related to the event schedule, including working evenings, weekends and holidays as required.

Physical Requirements & Working Conditions

• Intermittent movement around the workplace including extended walking on flat surfaces, stairs, and inclines both interior and exterior.

• Traversing, ascending or descending stairs, sloped terrain, or similar environments (climbing, balancing, walking).

• Communication and the exchange of information with others (hearing, seeing, talking.

• Regular operation of a computer, as well as use of a calculator, printer, and similar office tools (fingering, grasping, feeling, repetitive motions).

• Occasionally exerting up to 20 pounds of force to move, transport or position objects.

Knowledge & Skills

• Basic customer service principles, techniques, and methodologies.

• Excellent communication skills with the ability to communicate information clearly to a wide range of stakeholders.

• Relationship management skills with a strong customer focus, proactively meeting customers and clients' needs. Proven interpersonal skills using tact, patience, courtesy, and empathy.

• Leadership skills and the ability to support a diverse front line team (including third party contractors).

• Highly organized to ensure all aspects of the work are carried out in a timely manner with high quality results.

• Solutions-focused with keen problem-solving skills and the ability to use creative solutions to solve problems unique to TVE venues, guests, and patrons; investigate situations and issues, gather, and analyze data, and prepare detailed reports and recommendations.

Selection Process & Supplemental Information

Interested individuals should apply online and attach a detailed resume and cover letter describing your responsibilities as it relates to the responsibilities of this position. NOTE: Applications received without attaching the required resume and cover letter will not progress in the selection process. This is a competitive selection process. Your responses on the application form and supplemental questionnaire will be reviewed and evaluated for the quality and quantity of education/experience in the areas listed. Applicants who have the strongest backgrounds related to the responsibilities of this position may be invited to participate in the interview process. Appointment is subject to passing a background check and may include a medical examination and drug screen.

City of Tacoma Commitment to Diversity and Inclusion

One of the primary goals of the Equity and Empowerment Initiative is for the City of Tacoma workforce to reflect the community it serves. We actively work to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Our goal is for Tacoma to be an inclusive and equitable place to live, work, and play.

Communication from the City of Tacoma

NOTE: For questions regarding this specific recruitment contact Kat Flores, (kflores@cityoftacoma.org) HR Analyst.

We primarily communicate via email during the application process. Emails from cityoftacoma.org and/or governmentjobs.com must be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk email folders.

The online application system requires you to enter a substantial amount of information. In order for your application materials to be considered, all information must be submitted before the closing date and time listed on this job announcement.

For assistance with the NEOGOV application process, questions regarding this job announcement, or if you are experiencing complications while applying, please contact the Human Resources office at 253-591-5400 by 4:00 pm of the closing date of the job announcement. This will allow time to assist you before the job announcement closes. (For technical difficulties using the NeoGov system, call the applicant support line at 1-855-524-5627 between 6:00 AM and 5:00 PM Pacific Time.)

The City of Tacoma provides excellent medical, dental and vision plans for the whole family; paid holidays and paid leave; participation in the Tacoma Public Employees' Retirement System (alternate plan for Police/Fire); continuing education and advancement opportunities and a growing variety of City-sponsored health and wellness opportunities and incentives.

Medical Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 or younger.

Dental Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 or younger.

Vision Coverage: For eligible employees and their eligible dependents.

Paid Leave: City employees are entitled to received paid holidays, sick/vacation leave or personal time off (PTO), depending upon union affiliation and appointment type.

Insurance Plans: Employees are covered by a long-term disability plan. Short-term and expanded long-term disability insurance plans are also available to employees. The State Industrial Insurance Act also covers employees.

Deferred Compensation: Income can be set aside on a pretax basis and invested for supplementation of normal retirement income.

Retirement: All employees of the City, except members of the Police and Fire services, Tacoma Rail and certain project employees, are included in the Tacoma Employees' Retirement System. Information on the Tacoma Employees' Retirement System can be found at www.cityoftacoma.org or by calling (253) 502-8200.

Other Employment Information

Direct Deposit: Employees are paid on a bi-weekly schedule by direct deposit.

Salary Increases: Based on satisfactory job performance, the City provides for a regular progression of salary increases for most classifications according to the salary schedule.

Union Affiliation: Many job classifications are covered by union security provisions which require union membership, dues, or payment of equivalent service fees.

Note: The provisions of this job announcement do not constitute an expressed or implied contract. Any provision contained herein may be modified and/or revoked without notice.

01

Responses to supplemental questions must be original content created by the applicant using their own words. The use of online tools or resources to create responses, such as Artificial Intelligence (ChatGPT, etc.), Google, Bing, etc., or plagiarism in any form, is considered cheating and falsification of the application. I understand that any form of cheating or falsification will disqualify my application for further consideration.

• Yes

• No

  02

  Which option below best describes your education, experience, and training for this position?

• Bachelor's degree in hospitality, sports management/administration, business or directly related field, AND four years of event and meeting planning experience.

• Eight or more years of experience in hospitality, sports management/administration, event and/meeting planning experience.

• A combination of education and experience to equal eight years in hospitality, sports management/administration, event and/or meeting planning.

• My education and experience do not meet or exceed the above qualifications.

  03

  Do you possess a valid driver's license?

• Yes

• No

  04

  Are you currently working in a guest experience related position?

• Yes

• No

  05

  Describe your supervisory experience. If you have no experience in this area, please indicate with n/a.

  06

  Describe your experience working and interacting with guests, customers and service providers. Do not refer to your resume in lieu of answering this question. If you have no experience in this area, please indicate that with n/a.

  07

  Describe your experience working in the venue management industry. If you have no experience in this area, please indicate with n/a.

  08

  Describe your experience developing and facilitating training programs.

  09

  Describe your experience with award and recognition programs.

  10

  What unique qualifications do you have that would make you successful in this job?

  11

  Please tell us how you learned about this job opening. Select one.

• Job Interest Card notification

• Professional organization

• Military organization

• City of Tacoma employee

• Online job board posting

• Word of mouth

• LinkedIn

• Tacoma Training & Education Program (TTEP)

• Indeed

• Facebook

• Instagram

• Careers in Government

• Government Jobs

• Outreach Event

• International Entertainment Buyers Association

• International Association of Venue Managers

• Teamwork Online

• Venues Now

• Venue Coalition

• National Diversity Network

• African American Job Network

• Disability Job Network

• Asian Job Network

• Latino Job Network

• Retirement Job Network

• LGBT Job Network

• Veteran Job Network

• Other (see below)

  12

  Please provide specific information regarding how you learned about this job opening. Thank you, your feedback will be used to evaluate our success reaching the public and refine our methods for future job postings.

  Required Question

Agency

City of Tacoma

Address

Human Resources Department 747 Market Street Tacoma, Washington, 98402-3764

Phone

253-591-5400

Website

http://www.cityoftacoma.org

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