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Wisconsin Center District Job Description – Guest Services Manager

Position Overview: Reporting to the Director of Guest Services, the Guest Services Manager is responsible for managing a team of Guest Services Supervisors and Guest Services Associates who are responsible for enhancing and resolving the experiences of guests at any Wisconsin Center District (WCD) facilities. The Guest Services Manager will oversee all guest communication and feedback including inquiries, concerns, and guest resolution and drives process improvements for the overall guest experience. The Guest Services Manager will also conduct Guest Services staff training and supervise Guest Services employees in accordance with the WCD policies and procedures.

Responsibilities:

Event Staff Management

• Effectively communicate with Guest Services staff to establish standards and expectations, goals and objectives, and policies and procedures.

• Motivate Guest Services staff by creating a positive working environment and lead by example the WCD’s core values of BPX (Bold. Proud. Experience Obsessed) where employees are stimulated and inspired to do exceptional work.

• Facilitate a coaching and counselling program that maintains consistency of effort among event staff.

• Identify and develop event staff into specialized supporting roles.

• Work closely with Guest Service Supervisors to develop their leadership skills and scale up the effectiveness of building management.

• As directed, review staff-related incidents with Guest Services Supervisors and internal departments to ensure consistency and accuracy of WCD records.

Event Planning and Coordination

• Meet with Event Services department to determine Guest Services needs and requirements on a per-event basis.

• Assist with scheduling and positioning of Guest Services staff to best accomplish the service, safety, and cost priorities for each event.

• To maintain emergency preparedness, the Guest Services Manager must have full working knowledge of all applicable safety regulations and security procedures for all WCD facilities.

Event Operations

• Coordinate pre-event briefings with Guest Services Supervisors and other key support staff.

•Utilizing the coaching/counselling programs, evaluate and reinforce the work of the Guest Services staff in real time.

•Work events where Guest Services staff are scheduled.

Training

•Manage the ongoing development and facilitation of Guest Services staff training. Training content includes service values, service operations, safety policies, and general building orientation.

•Assist with position-specific training modules to facilitate staff rotation and the orientation of new hires.

Administrative

•Work with the Event Operations Department to monitor and/or implement staffing levels for each event.

•Assist in the administration of an end-of-year staff survey, soliciting feedback on the Guest Services employee experience.

•Perform the duties of the Guest Services Supervisor, when necessary.

Other Duties as Assigned

Skills & Qualifications:

•Must possess a positive and enthusiastic personality, and an openness to learning, with a superior work ethic.

•Demonstrated ability to convey information with clarity and precision (both written and verbal)High level problem-solving skills with the ability to make quick,effective decisions in demanding situations.

•Ability to thrive in a fast-paced environment; working on numerous projects and tasks. Meticulous attention to detail in document preparation and record-keeping. Must be available for most major events, including pre- and post-event responsibilities.

•Exceptional presence and ability to deliver compelling and persuasive presentations and information to diverse audiences. Working knowledge of Microsoft Office Suite (i.e. – Outlook, Excel, Word, and PowerPoint).

•Must be able to work weekends, evenings, and holidays in addition to regular business hours.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand and walk. The employee must occasionally lift and/or move up to 25 pounds. The noise level in the work environment is usually moderate.

Specific vision abilities required by this job include close vision, distance vision, and peripheral vision. Specific hearing abilities required by this job include the ability to hear to be able to listen and answer a phone and radio in the course of the job. The employee is frequently required to use hands and fingers in the course of general work tasks.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of responsibilities, duties and skills required of personnel so assigned.

Education & Experience:

• Required

o Minimum two-year college degree or equivalent experience.

o Three to Five years of management, supervisory and training experience

o Experience working in a fast-paced environment, demonstrating an ability to work under pressure, recognize problems and find solutions

o Proficient in the use of the Microsoft Office Suite of Products: Excel, PowerPoint, Word, Access, Outlook

• Preferred

o Bachelor’s degree from a four-year accredited university in Sport/Event Management, Hospitality, Training & Education, or Business Administration

o Previous experience working with Time, Attendance and Scheduling Software

Positioned Based in: Milwaukee, WI

Travel Required: N/A

Position Type: Exempt

Reports to: Director of Guest Services Department: Guest Services

***Revised on 9/18/25

**The above is intended to describe the general content of and requirements for the performance of the job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. **We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, martial or veteran status, sexual orientation, or any other legally protected status. **Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.