What are the responsibilities and job description for the Manager, Rodeo Suites & Premium Experiences position at Houston Livestock Show and Rodeo?
Summary
Responsible for leading the Rodeo Suites and Premium Experiences Program through sales, client relationship management, service delivery, and operational execution while representing the Houston Livestock Show and Rodeo. Serves as a key liaison between clients, sponsors, internal departments, and external partners to deliver exceptional premium experiences and support the overall goals of the Ticketing Department through customer service excellence, project leadership, and collaboration.
Essential Duties and Responsibilities
Premium Sales & Client Management
- Manage the day-to-day operations of the Rodeo Suites and Premium Experiences Program, including direct oversight of assigned staff.
- Develop, maintain, and grow relationships with suite holders, sponsors, corporate partners, and premium clients.
- Oversee the administration, renewal, fulfillment, and service delivery of Season Suite accounts, including multi-year license agreements, while partnering with the Season Suite Specialist to ensure exceptional client service and retention.
- Serve as the primary point of contact for clients purchasing Premium Experiences, including Entertainment Suites (E-Suites), Chairman's Club Party Deck, Dirt Deck, Heritage Club, and future premium offerings.
- Conduct facility tours and presentations for prospective and current clients.
- Create and maintain sales materials, proposals, presentations, and client communications.
- Manage premium client accounts and maintain accurate records of sales activity, renewals, invoices, payments, fulfillment, and customer interactions.
- Coordinate premium ticket distribution and client access management.
- Provide exceptional service and proactive communication regarding policies, procedures, and premium experience opportunities.
Sales & Business Development
- Identify, cultivate, and close new premium sales opportunities.
- Maintain a pipeline of prospective clients and support premium revenue growth initiatives.
- Develop and execute renewal and retention strategies for premium clients.
- Monitor industry trends and competitive offerings to help position Rodeo premium products in the marketplace.
- Assist Ticketing leadership with developing sales strategies and recommendations for future premium offerings.
- Provide regular updates on sales activity, prospect development, renewals, and retention efforts.
Operations & Event Execution
- Partner with Event Operations, Aramark, Corral Club, Marketing, Digital, Sponsorship, Executive Office, AXS, Houston Texans, Legends Global, and other stakeholders to ensure successful delivery of premium experiences.
- Coordinate food and beverage requirements, event logistics, parking, signage, and guest communications for all premium spaces.
- Develop and distribute client-facing materials, including Know Before You Go communications and event information.
- Conduct quality assurance reviews of premium spaces during the Rodeo and address client concerns in real time.
- Lead premium experience projects, enhancements, and operational improvements.
- Coordinate premium area setup and execution with vendors, contractors, decorators, and internal departments.
Ticketing Department Support
- Support sales and service efforts across all Ticketing Department products, including Season Tickets, Season Suites, Parking, Individual Tickets, and other ticketed events.
- Assist with ticket fulfillment, customer service, payment processing, and account maintenance.
- Serve as a backup for the Season Suite Specialist and other Ticketing functions as assigned.
- Maintain proficiency in ticketing systems, reporting tools, and other departmental technology platforms.
Supervisory Responsibilities
- Directly supervise the Season Suite Specialist and any assigned seasonal staff, contractors, or temporary personnel.
- Provide leadership, training, performance coaching, and professional development opportunities for assigned staff.
- Establish priorities, monitor progress, and ensure timely completion of departmental goals and projects.
Professional Competencies
- Strong analytical and problem-solving skills with the ability to interpret sales and customer data to support strategic decisions.
- Demonstrated project management experience, including coordinating multiple stakeholders and competing priorities.
- Ability to build and maintain relationships with VIP clients, sponsors, board members, elected officials, and executive leadership.
- Experience utilizing CRM, ticketing, and reporting platforms preferred.
- Ability to maintain confidentiality and exercise sound judgment when handling sensitive client and organizational matters.
Qualifications
To perform this job successfully, an individual must be able to perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and Experience
- Bachelor's degree from an accredited four-year college or university in a related field preferred.
- Two to five years of experience in ticketing, hospitality, customer service, sales, or a related field preferred.
- An equivalent combination of education and relevant experience may be considered.
Communication Skills
- Strong written and verbal communication skills.
- Ability to prepare reports, business correspondence, and procedural documentation.
- Ability to effectively respond to inquiries, concerns, and complaints from customers and stakeholders.
- Ability to present information clearly in individual and small-group settings.
- Ability to interpret and follow written and verbal instructions.
Other Skills and Abilities
- Commitment to delivering exceptional customer service.
- Basic accounting and cash-handling experience.
- Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
- Strong organizational, time management, and multitasking skills.
- Ability to prioritize competing responsibilities and adapt to changing business needs.
- Ability to work effectively in a collaborative, team-oriented environment.
- Ability to build and maintain positive working relationships with employees, volunteers, sponsors, and guests.
- Demonstrated professionalism, integrity, reliability, and attention to detail.
- Experience with ticketing software and CRM systems preferred.
- Experience in the ticketing, hospitality, event management, sports, entertainment, or customer service industries preferred.
Physical Demands
The physical demands described here are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Regularly required to sit, stand, walk, bend, stoop, kneel, balance, and reach.
- Frequent walking throughout Reliant Park and event locations, particularly during Show operations.
- Ability to lift, carry, and move up to 50 pounds.
- Requires manual dexterity, hand-eye coordination, and the ability to operate standard office equipment.
- Extended and flexible work hours are required, including evenings, weekends, and holidays, especially during peak operational periods and the annual Show.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Work is performed in both office and event environments.
- May be exposed to weather conditions, dust, chemicals, noise, crowds, and livestock during Show and event operations.
- Fast-paced environment with multiple deadlines and competing priorities.