Guest Services Manager

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Job Title: Guest Services Manager

Department: Guest Services

Reports to: Director of Guest Services

The Guest Services Manager will be directly responsible for coordination and logistics of the ushers, ticket scanners, infield hospitality, elevators, information booths and, ambassadors. This position will manage all aspects of the defined sub departments for all events at Charlotte Motor Speedway, The Dirt Track at Charlotte and, zMAX Dragway. The Guest Services Manager will be directly responsible for management of more than 375 event-staff on event day.

Job Responsibilities:

  • Hire, staff, train and, manage all event-staff within the following sub departments
    • Ushers
    • Ticket Scanners
    • Infield Hospitality
    • Elevators
    • Information Booths
    • Ambassadors
    • Speedway Christmas Village Staff
  • Contract, hire and manage third-party staff to provide security wanders/magnetometers and other positions as needed for all NASCAR race weekends annually
  • Lead department efforts annually to recruit and hire new event staff
  • Work with Speedway Motorsports Chief Experience Officer to rebuild event staff (online/in-person) training program for all event staff
  • Manage family grandstands during NASCAR race weekends
  • Plan and coordinate all concourse entertainment activation during NASCAR race weekends to include, Sundeck, Pit Stop Pier, Whisky River and others
  • Plan, schedule and coordinate logistics for all event-staff appreciation events
  • Hire and support event-staff supervisors within each area of responsibility to assist with event-staff management on event days
  • Build an event staff culture that provides a fun, family atmosphere for all staff
  • Continuously improve and upgrade all event staff
  • Provide and maintain necessary equipment required to accomplish departmental functions
  • Develop and maintain detailed evolving readiness checklists for each event to ensure a consistent and high standard for employee/guest satisfaction
  • Work with Operations department to ensure grandstands, concourses and facilities are prepared for each event
  • Respond in a timely manner to all guest complaints received both during and after event
  • Control personnel actions including hiring, training, promotions, performance reviews, discipline and termination for the required sub departments
  • Develop and implement event staffing efficiency plans
  • Maintain budgets for sub departments of ushers, ticket scanners, hospitality and, event labor
  • Provide support to other full-time staff when events/track rentals occur that don’t involve sub-departments within your management
  • Other duties as assigned

Position Requirements:

  • A Bachelor’s degree in related coursework is required.
  • Experience in management is required.
  • Applicant must be a people-oriented person, hardworking and highly motivated.
  • Relevant industry experience is suggested 2-5 yrs.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

Organisation: 
Charlotte Motor Speedway