Description

JOB SUMMARY
The Director of Events & Guest Services will facilitate successful event execution and create a positive experience for partners, users, attendees, and staff. Operate as the main liaison to Guest Services and Events subcontracted service providers, such as Food and Beverage and merchandise sales. 

Serve as the primary contact for all advance planning related to guest services operations, including set up and post-departure follow-up for each performance or event. Develop, implement, and lead the organization's programs, culture, and internal messaging in support of a robustly guest-centric environment. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Lead the delivery of defined guest experience standards to everyone entering through our doors • Evaluating systems, procedures, contracts, and fee structure as it relates to event management. 
• Oversee strategic directions of the Events & Guest Services Department.
• Design, implement, and lead the organization's customer satisfaction program. Develop dynamic learning materials to enhance the organization's ability to provide high-level guest experience.
• Preparation, implementation, and monitoring of the Guest Services and Events Management Operating Budget and develop a rolling capital plan related to activity and needs. 
• Ensures compliance with finance policies with regard to expenditures, processing payments, approving requests that have fiscal impact, etc.
• Oversee the coordination and implementation of all details of renter’s contracts, scheduling, contracting, ticket requirements and management, show estimates and budgeting, all aspects of artist hospitality and rider fulfillment and event planning to create a positive experience for the renter and the staff. 
• Strategize and direct the creation and promotion of effective processes for event communications throughout the center to ensure accurate information is disseminated and understood by relevant departments and individuals. 
• Oversee distribution of event related information to other departments including calendar listing status, event requirements, and other information required for the efficient and successful production of events. 
• Analyze and direct support needs for events to ensure the proper and effective execution of the event requirements to meet the satisfaction of the renter/client to include VIP meet-and-greet experiences and special event engagements. 
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met. 
• Execute and advocate programs that promote accessibility and inclusivity of diverse audiences. Example of these programs are, American Sign Language translation, audio described performances (incl. touch tours) and closed-captioned performances. 
• Cultivate collaborative relationships with Guest Services staff of Resident Companies, presenting partners and visiting artists. 
• Works with the Guest Services and Events team to identify and implement action plans to prevent the recurrence of guest issues. 
• Lead the Guest Services cost estimates for each show or event as required/requested.  
• Prepare and process facility use contracts and related documents for review and approval by the Vice President of Venue Operations. 
• Lead the development and execution of new programs that keep the Center at or ahead of guest service trends, including incorporating the highest standards in guest and client services and artist hospitality using the 5 principles of Disney regarding serving others and relationship excellence, training staff accordingly, and maintaining these standards. 
• Ensures exemplary customer service by communicating goals and directing the Guest Services  and Events Management Team.  
• Coaches, mentors, and provide guidance to teams in troubleshooting and resolving customer service issues. Set guidelines for effective resolution of customer concerns and ensure followup and documentation utilizing 
• Preparation of and submission of expenses for event settlement. Attend settlement if required 
• Responds to escalated customer service inquiries outside the scope of managers. 
• Working closely with Marketing and Development, sets policies and procedures to drive guest retention, development, and lifelong relationships with the center.

 

Job ID

58881

Job Title

Director of Events and Guest Services

Salary Range

no minimum salary specified - no maximum salary specified

Job Location

Milwaukee WI United States

Contact Information

Name & Title

Magda Hoffman, Senior Director of Human Resources

Email

jobs@marcuscenter.org 

Best Method of Contact

EMAIL