Premium Sales and Service - Manager, Premium Service

Job Title: Manager, Club Services
Department: Premium Sales and Service
Job Reports To: Senior Manager, Premium Service
Status: Exempt

Major Responsibilities/Activities:

• Provides exceptional customer service to Bridgestone Arena/Nashville Predators Premium Seats guests by:
  • Effectively communicating both verbally and written, with all levels of employees and VIP guests in an attentive, friendly, courteous, and service-oriented manner.
  • Listening, understanding, and addressing any concerns raised premium customers
  • Establishes strong relationships with all premium clients while providing ticketing assistance and/or event information.
  • Assist and create new experiences and opportunities for all Bridgestone Arena VIP customers.
  • Assist with ticket fulfillment for all full Premium Seats Clients & Club Members, as well as individual event clients.

• • Facilitate email communication for Premium Seats Clients to include event announcements, Bridgestone Arena updates, etc.
• Assist in managing Premium Ticket inventory; including weekly club reports, premium seats holds and premium seats rental processing.
• Plan and execute all Lexus Inner Circle Fly Away trips each season
• Liaise with all vendors that participate in the customer experience including but not limited to food and beverage, security, event night staff, sponsorship, ticket sales, facility operations, etc.
• Manage event night responsibilities in all premium areas including EuroStone Club, Lexus Lounge, Suites and Tabletops.

• • Acts as the point of contact between Guest Services staff, Premium Seats Holders and Club Members to ensure clients' requests are fulfilled.

• Attend and contribute to weekly sales and service meetings while working in conjunction with Premium Seats Sales and Service Department to maximize sales potential and provide top level

service.

• Maintains strong relationships with Sales and Marketing staff, Hockey Operations, Guest Services, designated event managers, Arena Operations, and the Box Office.

• Provides superior customer service in accordance with the company’s ONE GOAL mission.
• Consistently practices and maintains the highest standards of professionalism when interacting with fellow team members, management, owners, suite holders and prospects.
• Adheres to company standards and maintains compliance with all policies and procedures.
• Performs other duties as assigned by manager.

Minimum Requirements:

• Candidate must have three – four (3-4) years of relevant experience.
• Four-year (4) Bachelor’s degree from an accredited college or university required.
• Strong existing client relationships and premium service experience required.
• Demonstrated ability to establish and cultivate long-lasting client relationships.
• Excellent people skills and an ability to interact effectively and in a professional, diplomatic, and mature manner with VIP’s as well as internal and external clients at all levels are a must.
• Ability to effectively lead and motivate a team of service professionals.
• High level of initiative, inner drive and attention to detail.
• Candidate must have problem solving skills as well as excellent communication and presentation skills.
• Candidates must be able to meet tight deadlines and work effectively in a high-pressure environment.
• The selected candidate must be able to work evenings, weekends, and holidays as required.
• Ability to work unsupervised and to function both independently and as a team member.

• Possess a valid driver’s license, possess a suitable driving history and be insurable by the Nashville Predators’ insurance carrier.
• As a condition of employment, qualified applicant will be subject to a background check, including criminal history, character references, previous employment verification and driving history.

Essential Physical Functions:

• Physical activities include sitting, walking, and standing for prolonged periods of time, as well as bending, squatting, climbing stairs, kneeling, twisting, lifting, grasping, balancing and handling of materials.
• Ability to move about the arena and navigate staircases frequently.
• Ability to speak and communicate clearly with others.
• Ability to work in cold temperatures on occasion.
• Ability to lift and carry a minimum of 20 lbs.
• High finger dexterity.
• Excellent speaking and listening skills, requiring the perception of speech.
• Ability to wear face mask and/or Personal Protective Equipment (PPE) for long periods of time.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Equipment Used:

• PC-based desktop; laptop.
• Company-issued cell phone.
• Multi-line phone system.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.