Guest Relations Assistant Manager

JOB SUMMARY:  The Guest Relations Assistant Manager is responsible for building and maintaining a high-performing and motivated team of Guest Relations event staff. This role is vital to the employee experience and oversees the hiring process of all part-time Guest Relations employees as well as the rewards and recognition program for the department. In addition to hiring and retaining staff, this role will help plan and execute large public events held at Empower Field at Mile High. Finally, the Guest Relations Intern will report directly to the Assistant Manager.   

DUTIES AND RESPONSIBILITIES

• Maintain appropriate staffing levels:
  
  • Manage the recruiting, hiring, and onboarding of all part-time staff
  • Manage the set-up and operation of the Greenhouse applicant tracking system
  • Post open positions to Greenhouse and other job boards
  • Screen applications and schedule interviews
  • Conduct interviews with potential candidates and process offers of employment
  • Track hiring numbers and analyze data to determine how many staff need to be interviewed, hired, and trained to ensure appropriate staffing levels for the department
• Manage the set-up and operation of gates and ticket taking systems:
  • Manage the relationships with various ticket taking stakeholders (e.g. Empower Field box office team, Ticketmaster, Axess, etc.)
  • Ensure that ticket taking devices (handhelds and pedestals) are configured and operating correctly for each event
  • Oversee the setting up of gates, including the placement of ticket-taking pedestals and queue lines, prior to each event
• Assist with the execution of large public events:
  • Assist with developing staffing plans
  • Create deployment sheets and event-specific informational resources for assigned events
  • Manage part-time employees, including tracking employee attendance, responding to personnel issues, and following up with corrective action as necessary
  • Respond to employee and guest concerns during the event
  • Reconcile payroll; develop staffing cost reports; compile post-event information for department recap meetings
  • Enter attendance notes into Dayforce following Denver Broncos home games and other large public events
  • Oversee the NFL credential operation for the department
• Manage the Guest Relations Intern and part-time gate staff:
  • Recruit, interview, and select the intern
  • Assign tasks to the intern that assist with the day-to-day operations of the Guest Relations Department
  • Establish performance goals for the GR Intern, track progress toward goal completion, and help guide the achievement of those goals
  • Direct the work of part-time gate staff, respond to their complaints and grievances, and issue discipline as needed
  • Mentor and evaluate the intern for their institution to include filling out all correspondence, if necessary
• Oversee the employee Rewards and Recognition program:
  • Develop ideas for rewarding and recognizing Guest Relations and other part-time employees
  • Work with Senior Manager and Director to establish a budget for the Rewards and Recognition program, and ensure that associated costs fall within the allotted budget
  • Work with relevant Broncos and stadium departments to execute various elements of the Rewards and Recognition program
• Oversee the Guest Relations uniform, event, and office supply needs:
  • Track inventory of GR uniform items, and advise when additional items need to be ordered
  • Track inventory of event day supplies (e.g. hand warmers, ponchos, first game buttons, etc.), and advise when additional items need to be ordered
  • Track inventory of office supplies and advise when additional items need to be ordered

MINIMUM REQUIREMENTS

• Cover letter, resume and references
• Bachelor’s degree
• 3 years of full-time sports related experience
• Proficient working in Excel, Word, Outlook, and PowerPoint
• 2 years of customer service experience
• Strong attention to detail and ability to work with extreme accuracy under pressure
• Ability to protect personal and payroll information by keeping information confidential

PREFERRED SKILLS AND ABILITY

• Bachelor’s degree (or higher) in Sports Management/Administration/Business or related field
• 1 year of management experience preferred
• 1 year of hiring experience preferred
• Experience working with event day technology (radios, ticket scanners, etc.)
• Experience with HRM/HRIS systems (e.g. Dayforce, Greenhouse, HireRight, etc.)

In accordance with the Colorado Equal Pay for Equal Work Act, the expected salary range for this position is $72,000 - $81,900. Salary based on assessment of qualifications. 
 

The Denver Broncos Football Club offers a robust suite of benefits for our Staff including: affordable Health, Dental & Vision coverage, Basic Life and AD&D Insurance, Voluntary Life and AD&D, Health and dependent care Flexible Spending Accounts, Sick/Personal time, Vacation time, 401(K) matching program, Paid Holidays, Tuition Reimbursement and an Employee Assistance Program.

This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.