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Legends Global · 1 day ago

Guest Experience Training Manager

Houston, TX

Full-time

Onsite

Mid, Senior Level

2+ years exp

ASM Global, the leader in privately managed public assembly facilities, has an excellent and immediate opening for a Guest Experience Training Manager at NRG Park in Houston, Texas. The Guest Experience Training Manager oversees and guarantees quality customer service and develops comprehensive service-oriented training for the staff at NRG Park.

HospitalityMarketingSports

Responsibilities

Maintain the unique and standardized Guest Experience Training Program ONE NRG Park

Manage the aspects of the ONE NRG Park team member experience to include reward and recognition programs, incentives, inventory, rewards team members, etc., with the assistance of the Guest Experience Team Members

Manage and maintain the ONE NRG Park Employee website, along with updating content related to the employee experience

Enforce a vibrant customer-focused culture by rallying together key stakeholders, ASM Global team members, as well as all the organization’s business partners and their personnel

Train team members on various aspects of providing exceptional customer service, presenting the highest professional image, and maintaining an effective working relationship with clients, team members, exhibitors, guests, and others encountered in the course of employment

Provide instructor-led training to all partners and contractors on NRG Park Guest Experience programs

Maintain and support the high standards of NRG Park and positively contribute to the culture of the organization

Work with tenants and all ASM Global personnel to increase the level of exceptional customer service

In conjunction with the Guest Experience Managers, develop a team which serves to audit NRG Park events on a year-round basis to provide metrics for review

Analyze guest experience audit data to develop customized training plans to address any training gaps identified

Be the champion for the monthly meeting with representatives of all partner companies to brief on all items related to Guest Experience and Venue Culture related to event activity

Conduct monthly or bi-monthly briefs with Executive Management to review metrics related to ONE NRG Park training

Conduct Event related audits in real time to identify positive actions and rewarding them, while also identifying deficiencies that need to be corrected in real time

Develop situational training modules for each ASM Global department which proactively enhance the overall Guest Experience

Keep up to date on the latest training trends, developments, and best practices. To include but not limited to conference attendance, collaboration with other ASM Global properties, etc

Manage team member enrollment for training, schedule training sessions, and organize the resources to facilitate training programs

Support the event day activities of the Guest Experience Team, to include supporting scheduling, staffing, discipline and event day logistics

May perform other duties as assigned

Carries out supervisory responsibilities in accordance with all policies and applicable laws

Supervise Guest Services Staff (both in-house and subcontracted personnel) and Guest Experience Coordinator to help manage the expectations of the Guest Services department

Responsibilities include interviewing, hiring, and training team members; planning, assigning, and directing work; scheduling approvals; appraising performance; rewarding and disciplining team members

Qualification

Training program developmentCustomer service expertiseInterpersonal skillsInstructional designProject managementData analysisAdult learning conceptsVideo training materialsMS Office proficiencyConflict resolutionProblem-solvingCommunication skillsTeam leadershipPresentation skillsFlexibility

Required

Demonstrate knowledge of interpersonal relationships unique to the guest services industry

Demonstrate knowledge of industry terminology, facility capabilities, operational procedures, and event-related services

Work independently, exercising judgment and initiative

Work effectively under pressure and/or stringent schedules and produce accurate results

Maintain an effective working relationship with clients, team members, exhibitors, patrons, and others encountered in the course of employment

Define problems, collect data, establish facts, and draw valid conclusions

Remain flexible and adjust to situations as they occur

Ability to work long and irregular hours that may vary due to functions and may include days, evenings, weekends, and holidays

Two (2) to three (3) years related experience and/or training, or an equivalent combination of education or experience required

A proven track record of training program development and management is required

Excellent interpersonal skills including verbal, written, computer, presentation, and facilitation skills with the ability to communicate effectively with all levels within the organization

Demonstrate exceptional skills in customer relations, communications, and problem-solving

Work in a fast-paced environment

Ability to apply conflict resolution and problem-solving skills in a team-oriented environment

Exceptional experience in leading, motivating, and developing team members

Inspire and influence teams across NRG Park to work together towards common goals

Self-directed with strong project management skills and initiative to learn new skills independently

Knowledge of instructional design methodology and adult learning concepts, principles, and practices with experience applying this knowledge to adult learners

Ability to speak in front of large groups for training sessions

Operate standard office equipment and personal computer(s) using MS Windows, Excel, MS Word, and PowerPoint

Preferred

Bachelor's degree from an accredited four-year college or university in Learning Development, Instructional Design, Human Resources, or a related discipline

Experience in human resources or employee development positions

An ATD certification

ADDIE model experience

General knowledge of ADA laws related to Employees

Ability to develop video related training materials

Be licensed to operate a motor vehicle in the United States