POSITION: Director of Guest Services DEPARTMENT: Guest Services REPORTS TO: Assistant General Manager FLSA STATUS: Salaried/Exempt Job Summary: The Director of Guest Services is responsible for leading and managing all aspects of guest services for Target Center to ensure exceptional customer experiences and satisfaction. This role collaborates closely with HR to empower staff in delivering top-notch customer service. Fosters positive relations with the public, clients, visitors, and all operational departments in providing assistance and resolution for client-related situations. Essential Duties & Responsibilities including but are not limited to: • Provide overall leadership for all services and activities involved in facility admissions, guest experience, and emergency preparedness, using independent judgment and personal initiative • Plan, develop, and implement programs to enhance the guest experience and satisfaction • Create flexible solutions to ensure smooth guest flow throughout the Target Center campus • Monitor and evaluate the efficiency and effectiveness of service delivery methods and procedures; identify opportunities for improvements and implement enhancements • Direct, train, motivate, and evaluate guest services staff; provide and/or coordinate staff training; work with employees to foster a culture of exceptional customer service; implement disciplinary and termination procedures • Plan, direct, coordinate, and review the work plan for the Guest Services Department and all other assigned programs and functions; meet with staff regularly to identify and resolve challenges; assign work activities, projects, and programs; monitor workflow; review and evaluate work products, methods, and procedures • Lead weekly briefings with internal stakeholders to discuss guest services strategies and initiatives • Assist the Event Management team in the development of event-specific guest services plans • Direct the scheduling of guest services staff • Manage and participate in the development and administration of the Guest Services Department’s annual budget; forecast future needs, training, equipment, materials, and supplies; and monitor expenditures • Provide leadership to staff in handling guest concerns and emergency response situations • Establish and maintain effective working relationships with local, State, and Federal agencies to enhance guest safety and satisfaction • Communicate priorities to staff through daily and weekly meetings • Conduct a variety of operational studies; recommend modifications to guest services programs, policies, and procedures as appropriate • Interpret and apply company policies, procedures, and standards related to guest services • Develop staffing plans for events, ensuring alignment with guest service goals and industry standards • Be available on-call 24/7, as needed, based on venue activities • Perform other duties as assigned by the General Manager or Assistant General Manager. 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 Must possess current working knowledge of operational characteristics, services and activities of public facility security and safety programs; crowd management and control techniques; principles of municipal budget preparation and control; pertinent Federal, State, and local laws, codes, and regulations Five (5) years of an increasingly responsible leadership role in the development and management of a customer service program in a public facility, convention center, stadium or arena Bachelor’s degree required, and three years related experience and/or training or the equivalent combination and experience with developing and leading a guest service program in a major venue Prior management experience, including the ability to direct, train, motivate and evaluate staff Must be able to provide clear and effective direction to staff in emergency response situations Prior experience with Union-represented personnel preferred Prior experience with negotiating collective bargaining agreements preferred Must be proficient in Microsoft Excel, Word, and Outlook, as well as experienced and knowledgeable about the security related IOT Must be willing and able to work nights, weekends, and holidays Skills and Abilities Experience as a security professional knowledgeable in security procedures, facility capabilities, industry terminology, event-related services, and technical requirements for the types of events anticipated at the facility Operate a portable radio and standard office equipment including copier and fax machine Organize and prioritize work to meet deadlines Maintain an effective working relationship with clients, employees, guests, and others Be licensed and insured to operate a motor vehicle in the United States 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 of their job. While performing the duties of this job, the employee is required to walk extensively, occasionally required to kneel, climb to high walkways or balance. This position requires work inside and outside of the building and some exposure to adverse conditions. Note The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position. Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.