Live Nation Entertainment
Employee & Guest Experience Manager - Xfinity Center
Live Nation Entertainment, Mansfield, Massachusetts, us, 02048
Employee & Guest Experience Manager – Xfinity Center
Live Nation Entertainment is the world’s leading live entertainment company. Xfinity Center is seeking a Guest Experience Manager responsible for administering various national and venue‑design programs to support crew members (employees) and fan engagement, aligning guest service resolution and wider fan satisfaction goals. This is a seasonal position with an events‑based schedule.
What This Role Will Do
In partnership with venue management, administer employee engagement and guest service division‑wide goals.
Plan, coordinate, and implement processes and activities, including newsletters, day‑of‑show information sheets, show‑day elements of CARE and other communication tools associated with employee engagement and guest service.
Partner with various departments to create ENCORE moments for employees and guests at every show.
Work with Department Managers and Supervisors to ensure the venue’s service standards of Safety, Care, Encore and Efficiency are communicated pre‑event, demonstrated throughout the show, and incorporated at the end of each night.
Manage the upkeep and vibe of the employee break space, and work in coordination with venue leadership to discuss budget, needs, and ongoing support at the start of the season.
Partner with the venue’s Sustainability Coordinator to incorporate sustainability priorities into recognition, communication and education of both staff and guests.
Be the venue’s culture leader by removing event‑day hassles, recognizing staff service wins, and creating a “ONE‑CREW” mentality.
Attend calls and meetings with regional and national leadership and hold frequent one‑on‑ones with regional leads and venue leaders.
Administrator for the service‑focused recognition and employee training system(s) and facilitate on‑site venue staff training.
Help manage guest service experience platforms (Qualtrics) and analyze other venue service reports to create action plans for service improvements in partnership with venue management and your regional lead.
Research best practices and collaborate with venue leadership to develop opportunities that increase employee engagement and guest satisfaction.
Create and coordinate special events related to employee and venue celebrations: trainings, orientations, mid‑season/end‑of‑season parties, movie nights and management team‑building events.
May be asked to manage implementation and maintenance of other guest‑facing on‑site programs.
Other duties as assigned.
What This Person Will Bring
Maintain composure and organization in a hectic and loud environment.
Be flexible and approach the job with a one‑team mentality no matter the task.
Have proficient computer skills, including Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
Possess a positive outlook, strong communication skills and the ability to engage others.
Have strong problem‑solving skills and demonstrated experience creating solutions.
Have 1 year plus of administrative experience.
Have 2‑3 years plus of work experience in a comparable role.
Have 1‑2 years plus of leadership experience.
Have a natural interest in helping others and a heart for service.
Position requires constant physical activity such as walking, climbing stairs, lifting and carrying equipment.
Can lift 30 lbs. using proper lifting techniques.
Possess a bachelor’s degree in Communications, Marketing, Business, Human Resources or comparable (preferred).
Public speaking or meeting facilitation skills is a plus.
Equal Employment Opportunity We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities. Live Nation strongly supports equal employment opportunity for all applicants regardless of age, ancestry, color, religious creed, family and medical care leave or the denial of family and medical care leave, mental or physical disability, marital status, domestic partner status, medical condition, genetic information, military and veteran status, political affiliation, national origin, citizenship, race, sex, gender identity and expression, sexual orientation or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and or applicable laws in other areas. We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Live Nation will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and or federal law. As part of its commitment to make reasonable accommodations, Live Nation also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Live Nation will also provide reasonable religious accommodations on a case by case basis.
Hiring Practices The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Live Nation recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Live Nation may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.
Expected Compensation For This Position Is $20.8 USD - $26.00 USD Hourly.
#J-18808-Ljbffr
What This Role Will Do
In partnership with venue management, administer employee engagement and guest service division‑wide goals.
Plan, coordinate, and implement processes and activities, including newsletters, day‑of‑show information sheets, show‑day elements of CARE and other communication tools associated with employee engagement and guest service.
Partner with various departments to create ENCORE moments for employees and guests at every show.
Work with Department Managers and Supervisors to ensure the venue’s service standards of Safety, Care, Encore and Efficiency are communicated pre‑event, demonstrated throughout the show, and incorporated at the end of each night.
Manage the upkeep and vibe of the employee break space, and work in coordination with venue leadership to discuss budget, needs, and ongoing support at the start of the season.
Partner with the venue’s Sustainability Coordinator to incorporate sustainability priorities into recognition, communication and education of both staff and guests.
Be the venue’s culture leader by removing event‑day hassles, recognizing staff service wins, and creating a “ONE‑CREW” mentality.
Attend calls and meetings with regional and national leadership and hold frequent one‑on‑ones with regional leads and venue leaders.
Administrator for the service‑focused recognition and employee training system(s) and facilitate on‑site venue staff training.
Help manage guest service experience platforms (Qualtrics) and analyze other venue service reports to create action plans for service improvements in partnership with venue management and your regional lead.
Research best practices and collaborate with venue leadership to develop opportunities that increase employee engagement and guest satisfaction.
Create and coordinate special events related to employee and venue celebrations: trainings, orientations, mid‑season/end‑of‑season parties, movie nights and management team‑building events.
May be asked to manage implementation and maintenance of other guest‑facing on‑site programs.
Other duties as assigned.
What This Person Will Bring
Maintain composure and organization in a hectic and loud environment.
Be flexible and approach the job with a one‑team mentality no matter the task.
Have proficient computer skills, including Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
Possess a positive outlook, strong communication skills and the ability to engage others.
Have strong problem‑solving skills and demonstrated experience creating solutions.
Have 1 year plus of administrative experience.
Have 2‑3 years plus of work experience in a comparable role.
Have 1‑2 years plus of leadership experience.
Have a natural interest in helping others and a heart for service.
Position requires constant physical activity such as walking, climbing stairs, lifting and carrying equipment.
Can lift 30 lbs. using proper lifting techniques.
Possess a bachelor’s degree in Communications, Marketing, Business, Human Resources or comparable (preferred).
Public speaking or meeting facilitation skills is a plus.
Equal Employment Opportunity We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities. Live Nation strongly supports equal employment opportunity for all applicants regardless of age, ancestry, color, religious creed, family and medical care leave or the denial of family and medical care leave, mental or physical disability, marital status, domestic partner status, medical condition, genetic information, military and veteran status, political affiliation, national origin, citizenship, race, sex, gender identity and expression, sexual orientation or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and or applicable laws in other areas. We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Live Nation will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and or federal law. As part of its commitment to make reasonable accommodations, Live Nation also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Live Nation will also provide reasonable religious accommodations on a case by case basis.
Hiring Practices The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Live Nation recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Live Nation may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.
Expected Compensation For This Position Is $20.8 USD - $26.00 USD Hourly.
#J-18808-Ljbffr