Senior Manager, Group Event Services

Who are we hiring?

The Senior Manager Group Event Services will be accountable for overseeing the events service coordinator, and responsible for day-to-day support, customer service, event planning, customer retention, service integration and customer engagement for Sphere’s group event rental customers. This role will liaise with various departments such as Venue Operations, Security, Ticketing, Group and Corporate sales, etc. to manage the client experience and assist in executing all events. Duties include client communication for catering orders, ticketing, parking, event execution, issue resolution and retention. This position will report to the VP, Premium Service & Retention.

What will you do?

• Directly manage the Group Event Services Coordinator:
  • Responsible for managing work assignments, setting and reviewing performance objectives and development plans.
  • Coach, motivate, mentor and train direct and indirect reports.
  • Develop incentive and recognition opportunities for employees.
• Work with the VP, Premium Service & Retention, to build out all necessary processes and procedures for event strategy and execution.
• Act as business lead for assigned group, private and corporate buyout events. This role will oversee and personally manage the premium service for all large-scale, top-tier events/clients.
• As the business lead, be present on-site to manage the execution of each assigned event.
• After the private event is sold and contract has been established, work with the associated sales representative to seamlessly transition the client over to service.
• Coordinate outstanding business requirements between client and venue operations.
• Coordinate with F&B for menu and planning, identify upsell opportunities for increased catering revenue.
• Work with client production team and event managers to gather pertinent event details like space requirements, capacities, staging requirements, video needs, audio needs and more.
• Compile event notes for various departments and team.
• Assist in distributing relevant event information to departments such as security, operations, ticketing, etc., to ensure all parties are aligned and have consistent information.
• Ensure best-in-class service for assigned accounts, with functions including distributing tickets, inputting catering orders, facilitating special requests and day-of-event tasks.
• Maintain knowledge of various catering menus, special requests, and venue operations procedures; inform clients and ensure they adhere to firm deadlines and guidelines.
• Maintain accurate records of all client activities such as phone calls, meetings, issue resolution and site visits within Salesforce system.
• Assist in invoicing and collecting outstanding payments.
• Conduct site visits with clients, as necessary.

What do you need to succeed?

• Ideal candidate will have 3-5+ years’ experience in private events & high-end client service environment, preferably in a sports, entertainment or hospitality field with a local team or venue. Managerial experience a plus.
• Outstanding leadership, presentation and motivational skills.
• Strength in time management, administrative ability, organization and customer service skills.
• Demonstrated superior professional and interpersonal skills.
• Knowledge of private event sales, service and operations.
• Excellent organizational and multi-tasking skills along with strong written and verbal communication skills.
• Ability to manage overlapping event schedules, activities/functions and priorities.
• Ability to address and solve problems, often under time constraints and competing priorities is imperative.
• Strong knowledge of Excel, Word, PowerPoint, and Outlook; CRM/Salesforce and Archtics experience a plus.
• Flexibility to work nights, weekends and holidays as needed.

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