• Director, Guest Relations

    Locations US-CA-Hollywood
    ID
    2019-12608
    Company
    Paramount Pictures
  • Overview and Responsibilities

    The Director, Guest Relations is a highly visible role within the Studio Group, responsible for overseeing the Page Program and the day-to-day operations and sales of Tour Operations. The position will also manage the Tour Center. Responsibilities to include:

    • Manage the daily operations of the Executive, VIP and Public Tour programs, including resolving guest concerns and ensuring customer satisfaction
    • Conduct performance and satisfaction audits to ensure highest levels of satisfaction from our guests
    • Sales responsibility for sourcing and building new/existing revenue sources that drive off peak and shoulder business through wholesalers, tour operators and online channels
    • Responsible for creation, design and implementation of new tours and tour improvements
    • Ensure departmental policies and SOPs are followed by all staff
    • Act as liaison to on-lot productions for the logistics and planning of audience services and tour related requests
    • Recruit, select and train new and VIP Pages (50-60/year) to ensure revenue growth in the tour business
    • Promote the retention & conversion of Pages into full time positions within Paramount
    • Prepare and administer the annual budgets for Guest Relations and Studio Tours
    • Handle the formulation of monthly forecasts, analysis of monthly variances between budget and actuals, quarterly financial reports, accruals, payroll and general financial responsibilities
    • Oversee the Page Utility Program and all general staffing requests. Fields temporary labor requests and ensures that services are provided in a timely and efficient manner while providing the Pages with learning experiences
    • Field media enquires and accommodates special interest requests from travel writers and entertainment publications
    • Attend industry functions that identify new services and marketing plans to promote the tour business
    • Work closely with the Vice President to ensure guest service, budget and sales goals are met

    Basic Qualifications

    • 7+ years' experience in a guest service role, ideally from a tour business, travel and/or entertainment industry background
    • 5+ years' experience in a management or supervisory role, with experience hiring and training new team members
    • Proven success in achieving budget goals, and achieving or surpassing sales goals
    • Strong interpersonal skills with the ability to provide a high level of guest/customer service, and forge strong relationships within the studio itself
    • Bachelor's Degree strongly desired OR equivalent experience

    Additional Qualifications

    • Familiar with the backend of online ticketing process is a plus
    • The ability to work off hours as needed

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