THE JOB

Venue Nation is seeking a n Employee & Guest Experience Manager for the Virginia Beach Dome . The Experience Manager will be responsible for administering various corporate and venue designed initiatives t hat support employee engagement and recognition programs , and guest service-related initiatives .

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.

• EMPLOYEE ENGAGEMENT: Plan, coordinate, and implement processes and activities, including newsletters, day - of - show information sheets, and other communication tools associated with employee engagement and guest service.
• EMPLOYEE CARE/EXPERIENCE: Manage the upkeep and vibe of the employee break area, incorporating show - day elements of care that elevate the work experience and remove hassles . Plan and facilitate ongoing employe e appreciation e fforts and events.
• EMPLOYEE RECOGN I TION : Administrator of the employee recognition program, facilitating creative approaches to individual and group recognition. Will be the venue’s culture leader by looking for ways to recognize small and big service wins by your staff and create a “ONE-CREW” mentality .
• TRAINING & COACHING : Venue leader for the service-focused, employee training system(s) . H elp faci litate , in collaboration with other venue leaders , large - scale on-site venue staff t raining . Work with Department Managers and Supervisors to ensure the venue ’ s service standards of Safety, Care, Encore , and Efficiency are being communicated at pre- e vent meeting s , demons tra ted throughout the show, and incorporated at the end of each ni ght .
• FAN EXPERIENCE: Develop creative and fan-focused initiatives for service recovery, surprise and delights, and guest milestones.
• REPORTING : Responsible for completing/managing assigned day of show/post-show reports , help ing manage the guest service experience platform, and analyz ing other venue service reports to create action plans for service improvements and/or opportunities in partnership with the General Manager and your regional lead.
• PROCESS IMPROVEMENT: Work in coordination with venue leadership to discuss budget, needs, and ongoing support. Identify and seek opportunities to remove event day hassles for both fans and employees.
• SPECIAL PROJECTS: May be asked to manage implementation and maintenance of other guest-facing or employee based on-site programs.
• COLLOBARATION/SUPPORT: Frequent meetings with core venue team, a ttend bi-weekly calls with your Fan & Artist Services Regional leader and fellow venue experience managers, as well as have frequent one-on-ones with those regional leads.