The annual base salary range for this position in California is $69,000 to $77,000 per year. The starting pay for the successful candidate depends on various job-related factors, including but not limited to the candidate’s geographic location, job-related knowledge, skills, experience, education/training, internal value, peer equity, external market demands, and organizational considerations.

The Premium Services Manager is responsible for providing an outstanding guest experience at all Honda Center events. Duties will include but are not limited to managing servicing coordinators, concierge team, supporting sales efforts, servicing existing clients, and ensuring a high renewal rate of Club Seat and Suite accounts.

Responsibilities

Provide outstanding customer service to 84 Suites and 1,200 Club seat clients
Attend to the needs of our Premium clientele via phone, email, chat, and in-person
Manage all Honda Center events, Ducks games, and Premium related events by being a point of contact for clients and their guests in person; help with all client issues, and enforce building policies during events
Build relationships with Suite and Club seat holders, handling complaints and requests of our Premium guests
Manage Premium servicing team and their daily activities by setting weekly/monthly goals and tasks
Manage the scheduling and activities of event day concierge staff
Lead the hiring and training of all servicing staff members and concierge
Support Sales staff by creating/managing transaction paperwork such as contracts, amendments, invoices, and payment plans for new and renewing Premium accounts
Develop processes that help the Premium Servicing and Sales Department to work cohesively
Communicate with various departments on the ongoings of the Premium Department
Provide information to building staff regarding special events, suite issues, and other information relating to the guest experience
Be a liaison with our clients and the Food & Beverage department, including suite credits, loaded tickets, and ordering
Work with the Food & Beverage Finance Department to ensure suite clients receive loyalty points for catering spend
Coordinate any special requests (Wild Wing visits, Suite Photography, Team Store purchases, etc.) from suite and club seat holders before and during events
Assist in maintaining the look of Premium-related areas within the arena, primarily the individual suites, by performing suite checks and following up on maintenance and housekeeping requests
Manage communications coming from the Premium department, including but not limited to the creation of the monthly newsletter, extra ticket opportunities, organization updates, and special event invites
Assist Premium clients with new technology initiatives
Manage inventory of autographed Ducks items, other giveaways/gifts, equipment used in Suites or by concierge staff
Work closely with the Signature Events Department on any Premium related event items
Coordinate client gifts and special Premium related events, including client road trips and working with outside vendors
Work closely with the Ticket Operations on any event information that may affect Premium guests
Collect maintenance and repair requests needed on Club Level and Plaza Level suites and provide weekly and monthly updates to Operations with these requests
Handle onboarding and offboarding of annual Suite clients, including but not limited to welcome correspondence, coordinating Suite upgrades, distribution of Suite keys, and any other request to accommodate a new or existing owner
Responsible for offboarding includes working with clients to retrieve personal items and working with building ops on reconditioning Suite for future clients
Foster clear and ongoing communication with Suite and Club Seat clients regarding payments, ticket changes, exclusive invitations, etc.
Foster positive working relationships with various other departments (Ticketing, Food & Beverage, Maintenance, etc.) who contribute to the operation and success of the Premium Department
Track all client feedback regarding gifting, premium related events, experiences related to Honda Center events including food & beverage, parking, etc.
Other office duties include but are not limited to ordering event-related supplies, maintaining shared hard and digital files, and assisting within the department as needed
Manage hourly staff time recording through ABI

Skills

Bachelor’s degree or equivalent
3-5 years customer service experience/sales support working with high-end/VIP clientele
Minimum 3-year experience working in an office environment in a support role
Minimum 1-year experience working with legal contracts preferred
Knowledge of CRM, Archtics, ABI preferred
Basic understanding of accounting and invoicing
Basic working knowledge of Microsoft applications (Word, Excel, and Outlook)
Strong attention to detail and solid organizational skills
Excellent interpersonal and communication skills, both written and verbal
Able to accurately calculate simple mathematics such as addition, subtraction, multiplication
Able to work a flexible schedule, including nights, weekends, and some holidays

Knowledge, Skills and Experience

Education - Bachelor's Degree

Certifications Required – NA

Experience Required – 3-5 Years

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.

Manager Premium Services