Customer Service & Fan Experience Manager

Who are you? Passionate and motivated. Driven, with an entrepreneurial spirit. Resourceful, innovative, forward thinking and committed. Outgoing and welcoming! At Graystone Quarry Music and Events, our people embrace these qualities, so if this sounds like you then please read on!

The Role:

We are seeking an Amphitheater Fan Experience Manager for the FirstBank Amphitheater. FirstBank Amphitheater is a new boutique amphitheater South of Nashville, TN located in a reclaimed rock quarry with seats for 7500 fans. Teaming up with Live Nation to book the best live performance and touring groups around the world we will be working hard to deliver fans an amazing concert experience. This position is part of the core management team that will be responsible for the Fan Experience. This person must be a self-motivated individual with the ability to multi-task.

Responsibilities:

Oversee all front of house customer service on concert days with a strong focus delivering an excellent fan experience Manages all guest services activities for events to ensure high level of guest satisfaction. Achieve amicable resolution to guest concerns and coordinate with other departments to address in real time Provide unique fan experiences for shows that surprise and delight. Act as the onsite contact for sponsor activations Address and document guest medical or other incidents Design ways to capture feedback from fans Hire, train, and lead approximately 90 guest services employees and 5 supervisors for roles in Box Office, Ticket Scanners, Ushers, ADA Coordinators, Suite Attendants, and Brand Ambassadors Responsible for training employees; this includes public speaking and teaching large audiences as required Create work schedules for staff, delegate assignments and review attendance, performance, and results. Review and approve payroll for guest services seasonal employees. Design programs for employee recognition, motivation, and measuring employee satisfaction Develop relationships with the show staff to further season loyalty. Work with ticketing supervisor seat relocations, ADA seating inventory for each show, re-seating, upgrades, and make-goods Oversee the employee onboarding process from start to finish - interview, offers, background check, start paperwork, signing up for payroll. Hold pre-show standing staff meeting to motivate and inform Work with other departments to develop staffing plans, dot maps, posting sheets and any other associated pieces related to staffing. Interacts with other facility staff in a courteous, cooperative, and professional manner Communicates in a timely fashion any/all problems and proposed solutions to GM and other departments.

Qualifications:

Minimum three (5) years of increasingly responsible event or staff management experience in a stadium, arena, convention center or public assembly facility setting highly preferred Bachelor's degree or better with emphasis in marking, business management or related field. Be knowledgeable of basic Ticketmaster skills such as pulling reports, sales, ticket scanning, refunds, etc. Proficient is the use of Microsoft Office programs; experience with AutoCAD preferred; time keeping software Self-motivated and driven with excellent interpersonal and communications skills and the ability to work independently and as part of a team. Exercise discretion and utilize independent decision-making during events that will best represent the Venue. Ability to work in a fast-paced environment and maintain attention to detail Strong organizational, time management, communication, and interpersonal skill Must have physical endurance for long concert days

Job Type:

Full-time Benefits:

Dental insurance Health insurance Paid time off Vision insurance

Schedule:

8 hour shift Monday to Friday Weekend availability

Education:

Bachelor's (Required)

Experience:

Customer Care:

3 years (Preferred)

Concert Venue:

3 years (Preferred)

Work Location:

In person