Allegiant Stadium, located in Las Vegas, NV, will be the future home of the Las Vegas Raiders of the National Football League and the UNLV Rebels of the NCAA Division 1 Football Bowl Subdivision. The 65,000 seat, 1.75 million square foot, state of the art domed stadium will also host many world-class sporting and entertainment events, including the 2020 and 2021 Pac-12 Football Championship, and will serve as the annual site of the Las Vegas Bowl. The stadium will also host large trade and corporate shows, public gatherings, private events, and a robust tour program.
The Director of Guest Services is responsible for directing the Allegiant Stadium guest services team and working with the guest service staffing provider to ensure the highest quality guest experience at all Allegiant Stadium events. The incumbent will be responsible for the planning, monitoring, directing, and quality assurance of the Guest Services department and provider, and managing a team of both full and part-time team members.
Establishes and maintains company’s service standards and generate positive public relations by resolving Allegiant Stadium guest issues, concerns, and complaints as needed during events.
Enforce a vibrant customer-focused culture by rallying together key-stakeholders, ASM Global employees, and guest services staffing provider.
Effectively manage Guest Services department, as well as provide necessary leadership, training, support, and guidance. Empower supervisory team to lead, coach, mentor, and discipline personnel as deemed necessary.
Serve as a senior escalation point to guest inquiries, concerns, and/or complaints. Prevent future issues by examining all past situations and maintaining a pro-active thought process.
Implement facility rules, regulations, policies and procedures. Sets protocols to assist guests with special needs and ensure compliance with American with Disabilities Act (ADA) during events.
Create, foster, and maintain Allegiant Stadium reputation for great service in a secure, comfortable environment and reduce liabilities by supervising Part-Time and Full-Time staff including Guest Services Manager, Guest Services Coordinator, and Guest Service representatives.
Oversee the management & execution of the departmental budget and business plan. Prepare and maintain expenses within annual approved department budget including but not limited to researching, reviewing, and recommending training, uniforms, equipment, materials, and supplies required for the Guest Services department.
Recruit, interview, select, and train Guest Services staff according to established guidelines. Build and deliver effective guest services trainings to stakeholders throughout the year
Establish highly effective working partnerships with the stadium’s partners, to include venue management, food & beverage, janitorial, security, merchandising, operations, etc. Establish positive and collaborative relationships with tenants and clients.
A minimum of 7-10 years of related work experience in customer/guest service experience in a sports/live entertainment facility (i.e. theatre, arena, sports venue, concert venue, stadium).
Experience in event planning and/or event execution experience in sports/live entertainment facility.
5+ years of experience creating and teaching/delivering effective employee training programs, preferably in the area of customer service.
Effectiveness in communicating with large audiences.
Demonstrated skills working well with others and building/maintaining relationships.
Capable of working in a fast-paced environment.
Ability to work under pressure, recognize problems and find solutions.
Ability to multi-task and handle a variety of day-to-day tasks.
Ability to work long irregular hours for an extended period as dictated by events and schedule which may include weekends and holidays.
Must have excellent communication skills, both written and verbal.
Must be able to stand/walk for long periods of time and can lift 30 lbs.
Proficiency in Microsoft Office programs (Word, Excel, Outlook, and PowerPoint) is required.
About ASM Global | Allegiant Stadium
ASM Global is the world’s leading venue management and services company. The company was formed by the combination of AEG Facilities and SMG, global leaders in venue, event strategy, and management. The company’s elite venue network spans five continents, with a portfolio of more than 300 of the world’s most prestigious arenas, stadiums, convention and exhibition centers, and performing arts venues. From Aberdeen to Anchorage, and Sydney to Stockholm, its venues connect people through the unique power of live experiences.