Las Vegas, Nevada
Become one of the stars behind the show and become part of the world's most powerful entertainment brands. Our Company has one exciting mission: To entertain the human race.
The Event Services Supervisor is responsible for providing excellent guest service in all public and premium areas of the Mandalay Bay Events Center and The Beach. The position will be dedicated to providing an exceptional level of service and operational support. Responsible for planning, monitoring, directing, delegating, and managing all functions of the department. This demanding position requires a flexible work schedule, which will include evenings, weekends, and holidays. This person must have experience working with large volumes of employees, guests, and facility tenants. All duties are to be performed in accordance with departmental and the Mandalay Bay Events Center and The Beach policies, practices, and procedures.
Primary responsibilities will include training and management of part-time event staff, operating and execution of events and delivering optimal customer service to all Mandalay Bay Events Center and The Beach guests.
Establish the Mandalay Bay Events Center and The Beach with a positive reputation for premium service and reduce liability by hiring, training, and supervising part-time staff of ushers, ticket takers, and supervisors.
Maintain and support the brand standards and generate positive public relations with Mandalay Bay Events Center and The Beach guests.
Maintain employees in all areas of responsibility, including, but not limited to, all arena and beach entrances, Premium areas and public Elevators.
Make immediate decisions and communicate with Guest Services staff in emergency situations.
Maintain open communications between the client, tenants, subcontractors, employees, and facility guests as it relates to the the staff.
Manage Human Resources responsibilities for assigned department(s) to include: creating a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company's diversity commitment; adherence to the company's status quo third party representation philosophy; compliance with company policies, legal requirements.
Review and recommend day-to-day operational policies and procedures for the department.
Conduct planning, staff, and operational meetings as required, ensuring smooth coordination of Guest Services activities throughout Mandalay Bay Events Center and The Beach.
Supervise the Guest Services Desk and its functions within Mandalay Bay Events Center and The Beach.
Coach and counsel personnel as needed to ensure compliance with policies and procedures.
Ability to maintain uniform standards for all direct reports and non-direct employees of MGM Resorts International and the Mandalay Bay Events Center and The Beach.
Research, review, and recommend equipment, materials, and supplies required for the Department.
Maintain inventory of related equipment and prepare budgetary input regarding the use of equipment in the area.
Complete and maintain employee payroll on a weekly basis, and in a timely fashion without discrepancies or errors.
Create event estimates and proficiently schedule staff members according to these needs.
Assist in the management of uniform control including the ordering and maintenance of par stock levels.
Adhere to strict budgetary guidelines and assist the department in being fiscally responsible.
Meet with Event Managers and clients to assist with planning events at the Mandalay Bay Events Center and The Beach.
Work with staff in managing large crowds under constantly changing event environments.
Provide input as it relates to the staff at other MGM Resorts International venues.
Manage the delivery and measurement of guest service within assigned department(s) consistent with the company's core service standards and brand attributes.
Respond promptly to comments, questions, suggestions, and complaints received by our Guests via phone, mail, email, fax, and during events.
Communicate to the Security Manager and direct report regarding issues that may require further attention.
Ensure departmental operations manual is kept current and accurately reflects the duties and functions of assigned employees.
Perform all other duties as requested.
At least 6 years of experience in an arena environment working events, preferably concerts, and game management and production.
Previous experience in dealing with ticketing issues and resolutions as it relates to guests.
Excellent customer service skills.
Ability to lead and mentor a team.
Have interpersonal skills to deal effectively with all business contacts.
Professional appearance and demeanor.
Work varied shifts, including weekends and holidays.
Working knowledge of PC software systems. (MS Word, Excel, Access, Outlook)
High School diploma or equivalent.
Able to effectively communicate in English, in both written and oral forms.
Previous experience working in an entertainment facility.
Previous experience in scheduling internal staff.
Working knowledge of Kronos system.
Previous experience working in a similar resort setting.