Guest Experience Manager, YouTube Theater at Hollywood Park Management Company, LLC.

Inglewood, California, United States -

Full Time

Start Date

Immediate

Expiry Date

17 Aug, 26

Salary

90000.0

Posted On

19 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Guest Relations, Team Management, Operational Management, Service Recovery, Staff Training, Budget Management, Quality Assurance, Microsoft Office, Google Suite, Interpersonal Communication, Bilingual Spanish, Event Staffing, Process Improvement, Recruitment, Onboarding, Data Analysis

Industry

Description

About Hollywood Park Hollywood Park, a near 300-acre sports and entertainment destination, is being developed by Los Angeles Rams Owner/Chairman E. Stanley Kroenke with the 70,000-seat SoFi Stadium as its centerpiece. Hollywood Park is the largest urban mixed-use mega development under construction in the Western United States. When complete, Hollywood Park will have up to 2,500 residences, a hotel, a retail district reaching up to 890,000 square feet, up to 5 million square feet of office space, and more than 25-acres of public parks and open space. Home to the Los Angeles Chargers and Super Bowl LVI Champion Los Angeles Rams, SoFi Stadium is the host of world-renowned sporting events, including Super Bowl LVI in 2022, College Football Playoff National Championship game 2023, WrestleMania 2023, World Cup 2026, and the Opening and Closing Ceremonies of the Olympics in 2028. Adjacent to the stadium and under the same roof canopy is a 2.5-acre open-air plaza, American Airlines Plaza, and the 6,000-seat YouTube Theater. YouTube Theater is an intimate venue, making it the perfect place for concerts, comedy, awards shows, esports competitions, community gatherings, conferences and more. Culture Hollywood Park is being brought to life by a deeply experienced team of creative forward-thinkers. The project is a celebration of all that Los Angeles has to offer. We are inspired by our diverse Inglewood community as a place for the community to be, to see and to connect. Hollywood Park is committed to building and maintaining a workplace that celebrates the diversity of our team members, allowing them to bring their authentic selves to work every day. At the heart of Hollywood Park, lies our dedication to our purpose, promise, and commitments. Our PURPOSE is creating extraordinary experiences, one moment at a time. Our PROMISE is to be an iconic destination that celebrates our diverse and vibrant community. We promise to exceed expectations while cultivating a fun and safe experience where lasting memories are made. Our COMMITMENTS are outlined by S.T.A.R.S. Our S.T.A.R.S. commitments are enabled by five foundational principles: * Start with Care – create a lasting impact through genuine care * Thrive as a Team – create an environment of collaboration and encouragement * Anticipate Unspoken Needs – be proactive in delivering extraordinary service and support others * Resolve with Respect – treat others with empathy, patience, and kindness * Safety Always – maintain a safe and secure environment As The Manager of Experience YouTube Theater, You Will... The Guest Experience Manager of YouTube Theater will assist in managing varying aspects of the Guest Experience department including Premium Guest Relations, Team Member Experience, and Guest Services programs. Responsible for ensuring a well-organized and efficient operation, this position will collaborate and synergize with other departments frequently. The ideal candidate is an innovative thinker who can manage teams while ensuring a world-class experience for all visitors to YouTube Theater and other adjacent venues and businesses. This position reports to the Director of Guest Experience. More Specific Responsibilities Include, But Are Not Limited To… * Consistently contribute to a world-class guest experience at YouTube Theater that welcomes all guests, exceeds expectations, and empowers our team members. * Manage the Guest Experience daily operations including tours, event staffing, and training and development. * Act as primary contact for all Guest Experience related business at YouTube Theater. * Analyze data and guest insights to introduce process improvements and automated solutions across channels that solve guest problems. * Optimize technology utilization to reduce duplicative or inefficient processes. * Assist in the recruitment and onboarding of Guest Experience Team Members. * Serve as Manager on Duty (MOD) for all Guest Experience related matters at YouTube Theater. * Develop and maintain the Service Recovery Program to document, track and ensure appropriate processes and practices are in place to provide prompt and professional resolution of guest experience matters. * Manage procurement and expenses within budgetary designations. * Create and manage an event briefing program with the focus of the transfer of relevant and necessary information for Team Members. * Manage Quality assurance programs such as mystery shop, team member surveys and guest feedback to ensure process and continual service improvements. * Perform other duties as assigned. We’d Love to Hear From People With… * Bachelor’s Degree in Business, Hospitality, Sports Management or related field of study preferred. * Minimum of three (3) years of professional experience in customer focused role, to include supervisory or managerial experience. * Proficient in Microsoft Office or Google Suites applications and time and attendance software. * Excellent interpersonal, verbal and written communications skills; Ability to communicate effectively and to convey instructions or information to all levels both orally and in writing. * Bilingual in Spanish and English preferred * Must be able to successfully traverse the various levels and areas of the Hollywood Park campus with a strong physical condition and ability to stand and walk for prolonged periods of time. * Flexible schedule - able to work long hours including nights, weekends, and holidays as required. Physical Requirements: The physical requirements described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Employees must be able to move objects and use abdominal and lower back muscles to provide support over time without fatigue. Constant movement and use of limbs; this position requires good manual dexterity, coordination, and stamina. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Essential Physical Requirements: LIFTING ...........................................Lift up to 50 pounds CLIMBING/BALANCE ...................Prolonged Steps or stair climbing, balancing STOOPING/BENDING OVER.......Occasional is unavoidable STANDING/SITTING.......................Prolonged standing/sitting throughout the day REACHING ......................................Occasional overhead as well as horizontal SPEAKING.......................................Proficiency in English Essential Environmental Conditions: INSIDE/OUTSIDE ...........................Generally, indoor conditions are air-conditioned, and outside conditions that include inclement weather, heat, humidity, rain, sleet, and wind. COLD/HEAT ...................................General air-conditioned environment as well as outside and exposed to elements, including direct sunlight, rain, sleet, and wind WET/DRY ........................................Not unusual moist/dry environment NOISE/VIBRATIONS ....................High noise level and vibration high HAZARDS........................................Non-hazardous environment FUMES/DUST/ODORS.................Normally controlled environment Compensation: $75,000 - $90,000 annually In compliance with the California Pay Transparency Act, compensation information provided is a good faith estimate for this position only. Hollywood Park considers a candidate’s education, certification, prior experience, as well as internal and external data when determining the salary level for potential new employees. Only in exceptional circumstances, if an external candidate has the experience, credentials, or expertise far exceeding what is expected for the position, would Hollywood Park consider paying a salary or rate near the higher end of the range. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time.

Responsibilities

Manage daily guest experience operations at YouTube Theater, including event staffing, training, and the service recovery program. Collaborate with other departments to ensure a world-class visitor experience and optimize technology to improve operational efficiency.