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Current available jobs in Facility Operations/Security:


» Event Security Guard - First Niagara Center - Buffalo Sabres (Buffalo, NY)
» Ticket Seller - CBJ Arena Management/ Nationwide Arena (Columbus, OH)
» Guest Services Representative - CBJ Arena Management/ Nationwide Arena (Columbus, OH)
» Maintenance Crew - First Niagara Center (Buffalo, NY)
» Guest Services Supervisor (Part-Time) - Minnesota Wild (St. Paul, MN)
» Usher, Part-time - Minnesota Wild (St. Paul, MN)
» Custodian (Full-Time, (1st and 2nd Shift - Days) - Minnesota Wild (St. Paul, MN)
» Part-Time Building Operations Tech - Ford Ice Center - Nashville Predators (Nashville, TN)
» Public Safety Officer - Part Time - Nashville Predators (Nashville, TN)
» Operations Conversion Technician - Part Time - Nashville Predators (Nashville, TN)
» Guest Experience Manager - TD Garden (Boston, MA)



Facility Operations/Security: Security
Event Security Guard - First Niagara Center - Buffalo Sabres (Buffalo, NY)

Summary of Position

To ensure the safety and enjoyment or guests, contractors and employees while enforcing company policy in a positive and professional manner, through patrolling assigned areas and through interpersonal communications.  Monitoring and controlling the movements of patrons, visitors and contractors using various methods is also a main component of the job.

Core Responsibilities

  1. Provide a high level of service to patrons before, during, and after events. 

  2. Process incoming and outgoing packages and parcels on a daily basis.

  3. Monitor assigned areas within the arena to ensure guest safety and compliance with building policy.

  4. Greet, monitor and control the movements of patrons, visitors, employees and contractors.

  5. Conduct varying levels of screening of guests, employees and visitors as directed.

  6. Monitor all electronic security systems (fire board, alarm panel, cameras, access system, etc.).

  7. Create documentation for all pertinent events and maintain daily log sheets.

  8. Remain calm and professional in all situations.

  9. Report pertinent information to supervisor.

  10. Conduct routine surveillance rounds in and around the building including the outside perimeter.

Requirements of the Position

High School Diploma or Equivalent. Must be able to obtain New York State Security Guard Registration and be of good character;

Previous law enforcement or security experience is preferred;

Must be able to stand, sit, walk for extended and varying periods of time;

Must be able to walk stairs;

Must be able to lift up to 50 lbs.;

Must be willing and able to respond to emergent situations;

Must be able to work irregular hours including weekends, evenings, overnight shifts, holidays and unscheduled and forced overtime shifts;

Must be able to work effectively with limited supervision at times.


Note: This position was originally posted on the Pegula Sports employment site. To ensure that your application is considered for this position, please click here to apply for this job on the Pegula Sports employment site.

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Facility Operations/Security: Usher/Ticket Taker
Ticket Seller - CBJ Arena Management/ Nationwide Arena (Columbus, OH)

Summary

Assist guests in the purchase and pick-up of tickets for all Nationwide Arena events while maintaining high customer service standards.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Sells tickets to guests using the Ticketmaster ticketing system.

Uses ticket dispensing machine that automatically ejects numbers of tickets requested by guests and hand ticket to guests.

Distributes Will Call tickets to guests.

Accepts payment and makes change when appropriate.

Answers incoming Box Office phone calls.

Answers questions, and provides information concerning upcoming events.                                                     
Prepares reconciliation of ticket sales at conclusion of each evening.

Due to the nature of the job, this position requires working evening and weekend hours.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.

Conflict Resolution - Encourages open communications; confronts difficult situations; maintains objectivity; keeps emotions under control; uses negotiation skills to resolve conflicts.

Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.

Qualifications

To perform this job successfully, an individual must be able to perform each essential 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.

Education and/or Experience

Less than high school education; or up to one-month related experience or training; or equivalent combination of education and experience.

Mathematical Skills

Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's.  Ability to perform these operations using units of American money and weight measurement, volume, and distance.

Computer Skills

To perform this job successfully, an individual should have knowledge of Ticketmaster software.

Physical 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.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear.  The employee is occasionally required to stand and walk.

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 work environment is usually moderate.

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

1. Are you a US Citizen, Permanent resident of the US or otherwise authorized to work in the United States?


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Facility Operations/Security: Usher/Ticket Taker
Guest Services Representative - CBJ Arena Management/ Nationwide Arena (Columbus, OH)

Assist guests at Nationwide Arena during sporting and entertainment events, conferences and other events, while maintaining high quality customer service standards including, but not limited to, greeting, ushering, and ticket taking.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Check tickets to validate seating section; assist guests in finding their appropriate seats.

Assist patrons with locating specific areas in the arena which include, but are not limited to, restrooms, first-aid stations, elevators, concessions and merchandise areas.

Examine tickets for authenticity, then scan or collect tickets from patrons for entry.

Provide assistance for individuals with special needs or disabilities, such as helping those in wheelchairs.

Alert Event Command and supervisor, using the usher pager system, about health or security issues as they arise.

Report to supervisor, and document in incident reports (if applicable), all incidents including, but not limited to, injuries or other health-related issues, lost or damaged property and alcohol-related incidents. 

Observe and monitor guests acting inappropriately, suspiciously or using inappropriate language; address and report issues, or potential issues, accordingly.

Contact a supervisor and/or security for assistance if at any time a guest is observed that may appear to be overly-intoxicated or acting in an inappropriate manner.

Assist with emergency procedures including evacuations.

Listen to and help resolve guests’ issues or concerns during an event.

Assist patrons with searching for lost articles before, during and after events.

Report maintenance and housekeeping needs to supervisor.

Distribute event programs or marketing materials to guests upon ingress or egress.

Attend pre-event briefings to obtain the event-specific details.

Attend annual pre-season training session for updates on policies and procedures.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

Dependability – Is consistently at work and on time; follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals.; completes tasks on time or notifies appropriate person with an alternate plan.

Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.

Cooperation - Establishes and maintains effective relations; exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts.

Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.

Qualifications

To perform this job successfully, an individual must be able to perform each essential 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.

Education and/or Experience

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Physical Demands

While performing the duties of this Job, the employee is regularly required to stand, see and communicate. The employee is frequently required to walk. The employee is occasionally required to climb or balance. The employee must occasionally lift and/or move up to 25 pounds. 

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.

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.

While performing the duties of this Job, the employee is occasionally exposed to vibration. The noise level in the work environment is usually loud.

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

1. Are you a US Citizen, Permanent resident of the US or otherwise authorized to work in the United States?
2. Do you have a high school diploma or a general education degree (GED)?


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Facility Operations/Security: Maintenance
Maintenance Crew - First Niagara Center (Buffalo, NY)

Position Summary

Work with the Chief Engineer and Maintenance Supervisor to develop the best approach to maintain and repair all aspects of the physical plant both interior and exterior.

Duties and Responsibilities                                                                                                                                 

  • Perform various repairs as necessary, including electrical, plumbing, drywall patching and painting.

  • Inspect and perform repairs on seats and seating systems.

  • Check and replace light bulbs, tubes and fixtures as necessary.

  • Assist in and perform maintenance on various machinery and mechanical systems.

  • Assist in snow removal / salting as necessary.

  • Be responsible and punctual.

  • Be courteous and treat people with respect.

  • Inform Supervisor as necessary.

  • Maintain strict confidentiality of all information and issues.

  • May assist in various project work as necessary.

  • Ability to work safely and promote and create a safe work environment.

  • Maintain a professional attitude and appearance at all times.

  • Perform other related duties and tasks as assigned or as become evident.

Requirements

  • A High School or equivalent trade school diploma required. 

  • Two (2) to five (5) years of general building maintenance or building trades experience preferred. 

  • Must be able to properly operate tools. 

  • Must be able to interpret and carry out instructions given in written, oral or diagram form.

  • Must possess a valid driver’s license with a good driving record.

  • Must be able to work a flexible schedule, which may include evenings, weekends and holidays.

Physical Requirements

  • Must be able to lift fifty (50) pounds. 

  • Must be able to work on high ladders and personnel lifts. 

  • Maximum body weight cannot exceed 280 pounds in order to comply with safety limitations of equipment. 

  • Must be able to walk, stand, bend, climb stairs and handle tools.

  • Must be able to stoop, kneel, crouch, twist/turn, reach and bend at the waist.

  • Must be able to work outside in all types of weather. 

 Western New York Arena, LLC is an Equal Opportunity Employer


Note: This position was originally posted on the Pegula Sports employment site. To ensure that your application is considered for this position, please click here to apply for this job on the Pegula Sports employment site.

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Facility Operations/Security: Usher/Ticket Taker
Guest Services Supervisor (Part-Time) - Minnesota Wild (St. Paul, MN)

Position Summary/Description:

The Supervisor works with and reports to the Lead Supervisor and is responsible for implementing and supervising all service initiatives defined below, while exceeding guest’s expectations.

 

Responsibilities/Essential Functions

  • Responsible for the entry process as an usher, allowing guests event access, verification of valid tickets, scanner usage/knowledge, providing general directions and assisting with handouts including lifting and moving boxes to various locations.
  • Responsible for working in a variety of areas including elevators, stairwells, aisles, lobbies and Guest  Services desks
  • Monitors work area, ensuring building policies are enforced including but not limited to fan behavior/ safety, no smoking, curtain closure, guest concerns etc.
    • Verification of ticket for assigned section, direction to specific seat, assist with resolving ticket issues and those requiring special seating needs.
    • Stand at the top of assigned section with the regular intervals of walking up and down the stairs to ensure guest needs are being met.
    • Periodic section checks which include walking down and up stairs ensuring guests are not smoking, responding to guest needs, looking for contraband, looking for safety hazards
  • Responds in a timely fashion to the guests needs and reports any concerns to the supervisor
  • May be assigned to work in confined areas including elevators, stairwells and hallways. 
  • Build relationships with the guests in your assigned locations.
  • Follows proper procedures during evacuations and emergencies.
  • Attends the pre-shift meeting for each event.
  • Ability to transport guests via a wheelchair to locations within our facility
  • Performs other related duties as assigned.

Position Requirements

1.      Formal Education & Certification

  • High School Diploma/GED

2.     Knowledge & Experience

  • Customer service experience
  • Usher experience preferred
  • Supervisory skills a plus
  • Knows the role of ticket taker and the Usher and can assist the front line staff as needed
  • Strong problem solving skills including identifying and resolving in a timely manner
  • Able to follow instructions and respond to supervisor direction
  • Able to work with the guest and staff in a professional manner at all times

3.     Personal Attributes

  • Customer services oriented and have a fan friendly attitude
  • Able to work independently and within a team and a service oriented environment
  • Professional appearance at all times

 

4.     Work Conditions/Essential Functions

  • Available to work evenings, weekends and normal business days
  • Able to deal with frequent change
  • Able to work all Guest Services positions within the facility
  • No guarantee of hours
  • Ability to stand up to 6 hours at a time
  • Ability to lift and/or move up to 25 pounds
  • Ability to push and pull wheelchairs up to 300lbs.
  • May be exposed to inclement weather-coat will be provided
  • Able to walk up and down steps
  • Able to read ticket and direct guests appropriately

Local candidates only

 


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Facility Operations/Security: Usher/Ticket Taker
Usher, Part-time - Minnesota Wild (St. Paul, MN)

Position Summary/Description:

The Usher works with and reports to the supervisor. is responsible for a variety of duties including but not limited to facility entrance, directional assistance, seat location, Problem Solving all while exceeding the guest’s expectations during events.

Responsibilities

  • Responsible for the entry process as an usher, allowing guests event access, verification of valid tickets, scanner usage/knowledge, providing general directions and assisting with handouts including lifting and moving boxes to various locations.
  • Responsible for working in a variety of areas including elevators, stairwells, aisles, lobbies and Guest  Services desks
  • Monitors work area, ensuring building policies are enforced including but not limited to fan behavior/ safety, no smoking, curtain closure, guest concerns etc.
    • Verification of ticket for assigned section, direction to specific seat, assist with resolving ticket issues and those requiring special seating needs.
    • Stand at the top of assigned section with the regular intervals of walking up and down the stairs to ensure guest needs are being met.
    • Periodic section checks which include walking down and up stairs ensuring guests are not smoking, responding to guest needs, looking for contraband, looking for safety hazards
  • Responds in a timely fashion to the guests needs and reports any concerns to the supervisor
  • May be assigned to work in confined areas including elevators, stairwells and hallways. 
  • Build relationships with the guests in your assigned locations.
  • Follows proper procedures during evacuations and emergencies.
  • Attends the pre-shift meeting for each event.
  • Ability to transport guests via a wheelchair to locations within our facility
  • Performs other related duties as assigned.

Position Requirements

1.      Formal Education & Certification

  • At least 16 years old

2.      Knowledge & Experience

  • Customer service experience preferred
  • Problem solving skills including identifying and resolving in a timely manner
  • Able to follow instructions and respond to supervisor direction
  • Able to work with the guest and staff in a professional manner at all times

3.     Personal Attributes

  • Customer services oriented
  • Fan friendly attitude and willing to initiate conversation with the guests
  • Able to work within a team and a service oriented environment
  • Professional appearance

 4.     Work Conditions

  • Available to work evenings, weekends and normal business days
  • Able to work all Guest Services positions within the facility
  • Able to deal with frequent change
  • No guarantee of hours

 

 Essential Functions

  • Ability to stand up to 6 hours at a time
  • Ability to lift and/or move up to 25 pounds
  • Ability to push and pull wheelchairs up to 300lbs.
  • May be exposed to inclement weather-coat will be provided
  • Able to walk up and down steps
  • Able to read ticket and direct guests appropriately

 


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Facility Operations/Security: Custodial/Housekeeping
Custodian (Full-Time, (1st and 2nd Shift - Days) - Minnesota Wild (St. Paul, MN)

Position Summary/Description: The full-time Custodian position is responsible for meeting the cleaning, maintenance and set-up/tear-down needs of events in the RiverCentre, Roy Wilkins Auditorium and Xcel Energy Center. This position is also responsible for completing all daily cleaning tasks (office cleaning, tunnel, lobby and dance studio).  Qualified candidates will be able to work in a fast paced environment.  This is a union position that falls under the Local 70 Bargaining Agreement.  NOTE – This position will be scheduled to work 1st and 2nd shift.  Work days will vary based on the event schedule.

  Salary:     $14.35/hr. - First 90 Days

                  $15.34/hr. - After 90 Days

Responsibilities/Essential Functions

  • Sweep and mop floors
  • Clean carpets with vacuums and carpet cleaning equipment
  • Wash windows and doors, empty trash and operate compactors.
  • Separate all waste (compost/comingle/mixed paper/construction waste/trash) and empty it into the proper receptacle
  • Clean restrooms (with a focus on women’s restrooms during events), general offices and dance studios
  • Assist in outside maintenance (shovel snow, pull weeds, pressure wash sidewalks, etc.)
  • Assist in unloading and moving freight
  • Set-up and tear-down tables, chairs and other equipment according to printed diagrams and verbal instructions
  • Set-up and tear-down hockey glass, retractable risers and dasher boards
  • Respond to cleaning and maintenance calls during events
  • Assist in detail cleaning projects, such as high dusting, carpet cleaning and floor waxing
  • Interact with general public and serve as a resource for information, directions and other inquiries
  • Work in a team-oriented environment with other full-time, part-time and temporary staff

 

Position Requirements

 1.  Formal Education & Certification

  • High School Diploma or equivalent

2.  Knowledge & Experience

  • General facility cleaning needs and procedures
  • How to operate cleaning equipment such as vacuums and riding scrubbers and sweepers
  • General building maintenance
  • Tools, materials and supplies commonly used in building cleaning and maintenance
  • Operate mechanical maintenance equipment (sweepers/buffers/scrubbers)
  • Operate (or willing to learn to operate) forklifts, scissor lifts and Bobcats

 

3.  Personal Attributes

  • Possess excellent written and verbal communication skills
  • Ability to tactfully interact with clients, the general public and fellow employees
  • Ability to maintain a positive attitude in demanding and stressful situations
  • Ability to adapt to changing demands under specific time constraint
  • ·Perform detail oriented work

 

Work Conditions

  • Work long, irregular hours consisting of days and weekends
  • Lift 50 pounds unaided
  • Stand, walk and climb stairs for extended periods of time
  • Work outdoors as needed year round

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Facility Operations/Security: Facility/Venue Management
Part-Time Building Operations Tech - Ford Ice Center - Nashville Predators (Nashville, TN)

Ford Ice Center Job Description

Job Title: Part Time - Building Operations Tech

Department: FIC Operations

Job Reports To: Operations Supervisor

Major Responsibilities/Activities:

  • Participates in the maintenance, repair, and cleaning of the facilities, grounds and equipment for operations at Ford Ice Center.
  • Participate in set-up and disassembly of hockey glass, dasher boards, party rooms, locker rooms and other event related equipment
  • Preventative maintenance and repair of facility
  • Perform pre/post event inspections and document with completed checklists
  • Perform cleaning and maintenance on operations department equipment, keep work areas and equipment organized and functional
  • Prepare ice for all practices, games and other ice events. Duties include: removing debris; checking ice depth; scraping, edging and resurfacing ice.

Minimum Requirements:

  • Must be 18 years of age or older

  • Ability to read and write and to follow written and oral instructions and complete standardized checklist forms

Essential Physical Functions:

  • Good physical condition and health, sufficient strength and stamina needed for heavy, awkward and repeated lifting of up to 75 pounds, capable of performing heavy manual labor for extended period

  • Ability to work irregular hours including nights, weekends and holidays

  • Ability to climb portable and fixed ladders, accessing remote areas of the facility, working with hand and power tools, communicating via portable radio, reading and comprehending blueprints and drawings

  • Ability to work with and around water and ice and to work at or below freezing temperatures for extended periods of time

Equipment Used:

  • Various power and hand tools

  • Scrubbing machines, suction cups, pallet jacks


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Facility Operations/Security: Security
Public Safety Officer - Part Time - Nashville Predators (Nashville, TN)

Job Title: Public Safety Officer, Part-time                                  

Department: Public Safety

Job Reports to: Public Safety Supervisor

 

Brief Overview of Position:

Public Safety Officers will be responsible for securing the building and equipment of the Arena and enforcing access throughout the building. They will maintain order before, during and after events. Public Safety Officers will be assigned to a variety of posts during an event. Examples are guest screening using walk through metal detectors and/or handheld wands, posts securing access to restricted areas of the facility or securing parking facilities for events. Positions may require standing for long periods of time. Specific post assignments are subject to change from event to event. All officers must be able to work any position as needed.

Areas of Responsibility:

·         Provide friendly customer service

·         Perform security related functions

·         Respond to calls and incidents at the facility

·         Verbally answer questions from staff and the public

·         Perform other duties as assigned by Public Safety Management

Minimum Requirements:

·         18 Years Old

·         High School Diploma or equivalent

·         Friendly, outgoing personality with a desire to serve the company and public

·         Available to work a variety of shifts, including evenings, weekends and some holidays

·         Customer service experience

·         Ability to speak and communicate clearly with others. Strong interpersonal skills

·         Basic computer skills

·         Must possess valid driver’s license and have reliable transportation

·         Previous security experience an asset

·         Applicants must pass a background check  

·         Must have or be able to obtain TN Private Protective Services Unarmed Security Guard license

Work Conditions:

·         Physical requirements include sitting, walking, standing, bending, squatting, climbing stairs, kneeling, twisting, lifting, grasping, etc.

·         Must be able to stand or walk for long periods of time and climb stairs

·         Must be willing to work in adverse conditions in outside positions when assigned

·         Lifting requirements – must be able to lift a minimum of 50 lbs


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Facility Operations/Security: Maintenance
Operations Conversion Technician - Part Time - Nashville Predators (Nashville, TN)

Job Title: Part Time Operations Conversion Technician

Department: Operations

Job Reports To: Operations Supervisor

 

Major Responsibilities/Activities:

·         Participate in precise set-up and disassembly of stage equipment, hockey glass, ice floor covering, dasher boards, meeting rooms, concourse set-ups, dressing rooms and other event related equipment.

·         Maintain all equipment in excellent working order including preventative maintenance and repair of facility permanent and telescoping seating.

·         Perform pre/post event or conversion inspections and document with completed checklists to ensure the proper conditions and that all safety aspects are reviewed.

·         Perform cleaning and maintenance on operations department equipment, keep work areas and equipment organized and functional.

·         Works safely, quickly and efficiently to meet all deadlines.

·         Possess a team player mentality; must be able to adapt to changes and work in a multi-client environment.

·         Assist with supervising the work of temporary labor staff.

·         Comply with OSHA/TOSHA regulations.

·         Perform other duties as assigned.

Minimum Requirements:

·         High School graduate or equivalent.

·         Some experience in operation of light machinery.

·         Prior conversion or event experience preferred.

·         Ability to read and write and to follow written and oral instructions and complete standardized checklist forms.

·         Ability to work long and/or irregular hours including nights, weekends and holidays.

·         Required to work long hours on event days.

·         Ability to safely and efficiently operate hand and power tools.

Essential Physical Functions:

·         Good physical condition and health, sufficient strength and stamina needed for heavy, awkward and repeated lifting of up to 100 pounds, capable of performing heavy manual labor for extended period.

·         Ability to climb portable and fixed ladders.

·         Ability to work in extreme temperature changes from ice arena to outdoors in inclement weather.

·         Ability to walk and stand on concrete and uneven surfaces for at least 8 hours per day.

·         Ability to bend, kneel and work with arms raised for prolonged periods of time.

·         Ability to climb over and into heavy equipment several times per day.

·         Occasional working at heights above 10 ft.

·         Exposure to bright lights, extreme temperatures, loud noise, dust.

Equipment Used:

·         Various power and hand tools (including but not limited to sockets, wrenches, hammers, drills, impact wrench, allen wrenches, and screwdrivers).

·         Light trucks, scrubbing machines, forklift, suction cups, pallet jacks, and man lifts.

 

Note:  Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.  Employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instruction or assignments.


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Facility Operations/Security: Event Guest Relations
Guest Experience Manager - TD Garden (Boston, MA)

Position Overview:

  • Direct and manage all personnel and planning related to front of house service functions including Guest Experience Supervisor, Concierge Supervisors, Concierege, Ambassadors and Customer Service. Demonstrate strong leadership, exemplary service, mentorship and guidance as well as overall guest experience to ensure client satisfaction and the maximization of guest experience. 
  • Responsible for hiring and training all front of house Concierge, Guest Services and Ambassador population, including staffing, scheduling, training, communication, performance tracking/reviews and progressive discipline management.
  • Prepare, review, and manage department budget to ensure organizational compliance and the maximization of operational efficiencies.
  • Direct and oversee the workflow and processes for all departmental areas to ensure a concerted focus on organizational goals and objectives to maximize customer experience.
  • Act as a brand champion for TD Garden, bringing brand experiences to life for our guests and staff; build and foster a high performing team that is results driven with a branded, service culture mindset. 
  • Liaise with all departments to implement cultural aspects and standards of guest and fan experience, specifically committing to a vision of thrilling fans and providing the ultimate guest experience. 
  • Administer GuestPath programs for Delaware North Boston, Boston Bruins and Sportservice (MA) divisions.  
  • This involves organizing, facilitating and participating in GuestPath Training and ensuring GuestPath process is connected to the overall DN GuestPath project plan and performance goals. 
  • In conjunction with Director of Guest Experience, develop training and reinforcement tools to drive business objectives for continuous improvement. 
  • Steer internal GuestPath Committee to continously improve guest service, rewards and recognition programs and service recovery.  
  • Ensures that all GuestPath policies/procedures are adhered to on a daily basis. Communicates all GuestPath related items to VP of Operations and Director of Guest Experience, GP Business Partner and unit managers and associates in a timely and consistent fashion. 
  • Educate and communicate GuestPath successes with managers and associates.
  • Assist management team in identifying the training/service gaps based on the self- inspections, e-survey, and standards assessments.
  • Creates a unit spreadsheet that depicts all service areas to be shopped prior to the start of your season, then updates as changes occur.
  • Collaborate with all Delaware North departments and outside clients to ensure the prompt and efficient delivery of Delaware North operational support for all TD Garden events, specifically impacting guest service,  service recovery and guest experience.
  • Manage and coordinate all guest services related to event planning and staffing. In conjuction with Director of Guest Experience, create and oversee cross-functional committee to create, implement, and maintain complaint resolution proces to ensure consistent, efficient, and timely responses to customer issues, requests and complaints.
  • Ensure customer channels email, phone, lost and found have processes in place that are efficient and focused on providing an exceptional and prompt response/experience for our fans.
  • Track and analyze complaints and issues to understand trends and root causes and implement plan for resolution. Ensure a professional presentation for a wide variety of events, including the Boston Bruins and Boston Celtics, at the TD Garden to maximize guest experiences, this includes attending events.
  • Maintain and optimize on-going relationships with a wide variety of clients.
  • Maintain proper image and generate positive public relations.

Qualifications:

  • Bachelor's degree with 5-7 years event management and/or customer service experience, preferably in the sports and entertainment capacity.
  • Demonstrated ability to get results through others, ability to think ahead, the ability to organize and manage multiple priorities, customer service systems development and deployment, problem analysis and problem resolution at a functional level, employee training and development, strong customer orientation, excellent interpersonal and communication skills, commitment to company core values, computer proficiency, and strong negotiation skills.
  • Previous training & development experience across multiple leadership levels and departments
  • NBA and/or NHL arena experience a plus. 
  • ABI experience a plus.

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

1. Do you have 5 years of event management and/or customer service experience? Yes/No
2. Do you have a Bachelor's degree? Yes/No


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