Supervisor, Guest Relations

US-CA-Hollywood
ID
2017-7560
Company
Paramount Pictures

Overview and Responsibilities

This position is responsible for supervising the day-to-day operations of the Guest Relations department while maintaining a strong focus on creating sales strategies and managing the flawless execution for all group tour business.

                                   

Responsibilities to include but not limited to:

  • Sales and Marketing
  • Work with the Director of Guest Relations to develop sales plan for group business. 
  • Responsible for selling group business and group tour execution.
  • Create relationships with tour operators, schools, and other SMERF organizations to increase overall group sales.
  • Manage Paramount tour website and ensure all information is current and up to date.  Assist in the social media direction for the guest relations department.
  • Work with Director of Guest Relations on new product development and implementation
  • Administrative Duties
  • Supervises the day-to-day operations of the Guest Relations department including: daily payroll, scheduling, audience assignments, equipment, IPAD updates and tour cart management.
  • Run financial reports through Etix, in order to track financial goals and accurate daily tour counts.
  • Compiles billable page hours and submits via billing system.
  • Ensure all internal tours are properly coded and billed as needed.
  • Direct liaison with Etix, our on-line ticketing company, for creating and editing tour schedules as needed.
  • Responsible for inventory control of all tour supplies including: lanyards, tour badges, VIP cards, posters, photo paper and printer ink.
  • Work with Paramount IT and other departments to ensure the tour center is fully operational and is show ready each day for guests.
  • Fosters relationships with all backlot areas involved in the VIP tour in order to provide a one of a kind experience to our guests.
  • Responsible for day, evening and weekend operations as well as special event supervision both on and off premises.
  • Training and Staff Development
  • Conducts in field tour audits to ensure that all pages are providing correct tour information while upholding high guest service standards.
  • Coaches and provides feedback to pages on tour content and guest service standards.
  • Assist with hiring and training of all new, VIP and After Dark page staff.
  • Responsible for all page training materials and updates.
  • Assists Director with placing pages on utility assignments.
  • Manages the office page and tour center pages.

Basic Qualifications

  • Minimum 2-3 years’ experience in a customer service oriented role
  • Minimum 1 year experience in a Supervisory role

Additional Qualifications

Desired Skills:

  • Education; BA or BS preferred
  • Proficient in Microsoft Outlook, Word and Excel
  • Proficient in Website design and management
  • Basic accounting skills
  • Management/Supervisory experience a plus
  • Strong communication skills, both written and verbal
  • Good time management and organization skills
  • Detail-oriented and personable
  • Entertainment industry experience preferred

 

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