• Guest Services Manager

    ASM Global (Fort Worth, TX)


    The Guest Services Manager is responsible for leading all front-of-house operations and ensuring a seamless and outstanding guest experience at every event. This role oversees a team of Ushers, security personnel, janitorial coordinators, and temporary labor staff. The manager will implement effective service standards, policies, and training programs to foster a safe, organized, and welcoming environment for all patrons and staff.

    Key Responsibilities:

    + Directly manage and supervise the Guest Services Lead, security staff, janitorial team, and all event-based temporary labor.

    + Assist with the recruitment, interviewing, hiring, and onboarding of usher staff.

    + Develop and enforce comprehensive front-of-house policies and procedures, including customer service and security protocols.

    + Collaborate with the Director of Operations to ensure efficient and effective janitorial coverage during events.

    + Manage scheduling and ensure adequate staffing for all events, including Ushers and contracted labor.

    + Arrange and oversee external contracts for additional usher support when necessary.

    + Maintain a leadership presence during events, ensuring a supervisor or lead is on-site during every shift.

    + Develop and deliver training programs for front-of-house staff, focusing on customer service and conflict resolution.

    + Plan for increased event volume and complexity by proactively addressing future operational and security needs.

    + Continuously assess and improve front-of-house operations to elevate the guest experience.

    Qualifications:

    + Previous managerial experience in guest services, event operations, or a related field.

    + Strong leadership and team-building skills with the ability to motivate and manage diverse staff.

    + Excellent communication, interpersonal, and problem-solving abilities.

    + In-depth understanding of customer service principles and front-line procedures.

    + Experience in developing staff training and implementing operational improvements is ideal but not required.

    + Ability to work flexible hours, including nights, weekends, and holidays, in alignment with event schedules.