Job Summary:

WHO ARE WE?

Live Nation Entertainment is the world’s leading live entertainment company, comprised of global market leaders: Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship. Ticketmaster is the global leader in event ticketing with over 500 million tickets sold annually and more than 12,000 clients worldwide.  Live Nation Concerts is the largest provider of live entertainment in the world promoting more than 40,000 shows and 100+ festivals annually for nearly 4,000 artists in over 40 countries. These businesses allow Live Nation Media & Sponsorship to create strategic music marketing programs that connect over 1,000 brands with the 98 million fans that attend Live Nation Entertainment events each year. For additional information, visit www.livenationentertainment.com.

Live Nation’s Concerts Division is where tours are born, artists come to life, and fans get to experience the rush of live music. From our dozens of owned/operated Amphitheaters to our Global Touring team, from Ticketing and Venue Operations to Marketing and Sales... we foster a fun and upbeat work culture with no shortage of opportunities. With perks ranging from free concert tickets to dog-friendly offices, to progressive benefits like student loan reimbursement and adoption/fertility support... it’s no wonder we are certified as a Great Place to Work organization and one of People Magazine’s “50 Companies that Care”. We want everyone to feel like they belong and can thrive in our community, so we strive to help you achieve your career and personal goals. Live music is our passion and where we find our common ground. There has never been a better time to join Live Nation.

WHO ARE YOU?

Passionate and motivated. Driven, with an entrepreneurial spirit. Resourceful, innovative, forward thinking and committed. At Live Nation Entertainment, our people embrace these qualities, so if this sounds like you then please read on! 

THE JOB

US Concerts is seeking is seeking a Guest Services Manager who will be responsible for the overall management of all guest service functions at both Live Oak Pavilion and Greenfield Lake Amphitheatre venues.

WHAT THIS ROLE WILL DO

Assists venue recruiter with selecting and interviewing candidates to fulfill department hiring needs.When applicable, conduct interviews for open supervisor positions in your department.Organizes and conducts meetings and communicates pertinent information to the staff.Schedules and directs staff in their work assignments.Creates position placement templates for crew members.Regularly reviews and evaluates the department to recommend and implement new operational policies and procedures when necessary.Understands the ticket taking process as well as reserved seating and helps resolve problems in real time.Investigates and resolves all guest complaints. Interacts positively with guest to maintain guest loyalty.Moves throughout the venue and interacts with guests to provide information and respond to inquiries about products and services, takes or enters orders, cancels accounts, or obtains details of complaint.Responsible for actively ensuring complete guest satisfaction by checking to see if appropriate changes were made to resolve guest's problems.Keep record of guest service interactions or transaction, recording details of inquiries, complaints, or comments, as well as actions taken for resolution.Show CARE by participating in the venue’s sustainability program which could include implementing programs that conserve resources/prevent waste such as sorting waste and collecting recycling and educating our fans about our efforts.Partner with fellow team members at the end of show to close the venue- this may include collecting recyclables from the lawn and/or reserved section, picking up and properly storing event equipment such as lawn chairs, barricade, Etc.Work with scheduling payroll administrator to ensure that all staffing needs are met.Budget appropriately for each show's needs while working to reach the overall operating per/head goal.Be willing to jump in and help wherever and whenever needed.Work in conjunction with the Operations Manager to manage all operational processes within the annual facility budget.Answer inbound calls to help resolve guest concerns through analysis to determine the most effective.

GUEST SERVICE MANAGER MAY ALSO BE RESPONSIBLE FOR ANCILLARY MANAGEMENT NEEDS SUCH AS…

Communicate with the venue’s core team about staffing, upsell availability and overall execution of upsell programs during the show.Communicate with the Box Office manager during the day of show to trouble shoot any opportunities that arise with guests, upsell availability or equipment.Provide suggestions to venue leadership based on feedback from team and guests during the day of show. Suggestions may include topic such as pricing strategies, best practices and team execution for both presales and day of show.Provide feedback around finding new, creative revenue streams for the venue based on day of show experiences and trends.Secure and reconcile day of show ancillary sales.Compile various reports to provide upsell information to venue leadership.Participate in meetings regarding day of show & ancillary operations.

WHAT THIS PERSON WILL BRING

Combination of 3-5 years’ experience in a role similar to this position.Strong computer skills in Outlook, Excel, Word, PowerPoint and other related computer programs.Strong organizational skills.At least 2 years in Guest Service and communications.Strong strategic thinking and creative problem-solving skills.Excellent verbal, written and interpersonal communication skills.Acute sense of judgment, tact and diplomacy.A strong sense of teamwork and ability to execute programs.Excellent verbal and written communication skills.Position requires constant walking, climbing stairs, lifting and carrying 50 lbs+ and occasional sitting.

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.  We will do all that we can to help you successfully balance your work and homelife.  As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with.  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 (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender 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 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.

**Please note that the compensation information provided is a good faith estimate for this position only and is provided pursuant to the Colorado Equal Pay for Equal Work Act and Equal Pay Transparency Rules. It is estimated based on what a successful Colorado applicant might be paid. It assumes that the successful candidate will be in Colorado or perform the position from Colorado. Similar positions located outside of Colorado will not necessarily receive the same compensation. Live Nation takes into consideration a candidate’s education, training, and experience, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value, including seniority and merit systems, and internal pay alignment when determining the salary level for potential new employees. In compliance with the CO EPEWA, a potential new employee’s salary history will not be used in compensation decisions.