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
*Identify, develop and maintain key accounts as well as foster new relationships to exceed revenue goals.
*Create relationships with tour operators, schools, and other SMERF organizations to increase overall group sales.
*Work with the Director of Guest Relations to identify and generate new sales opportunities and initiatives.
*Assist the marketing team in creating venue and product awareness with in the marketplace.
*Prepare proposals and budgets, which are geared towards maximizing profit while fulfilling customer needs.
*Ensure customer satisfaction by personally executing all group tour business.
*Effectively partner with other groups on the lot to enhance the tour experience and add additional revenue.
*Continually expand knowledge of competition to ensure Paramount’s placement in the marketplace.
*Keep accurate records of confirmed and prospective sales.
*Assist in the social media direction for the guest relations department.
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.
*Ensure that all pages have been trained on office etiquette and have the necessary tools to be placed on utility assignments.
*Employ consistent, effective methods and programs of reward and recognition to promote a positive working environment.
*Supervises the day-to-day operations of the Guest Relations department including: weekly payroll, scheduling, audience assignments, tour audio equipment, IPAD updates and tour cart management.
*Run financial reports through Etix, in order to track financial goals and accurate daily tour counts.
*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 and prop warehouse are fully operational and is show ready each day for guests.
*Must be able to deal effectively and tactfully with executives, guests, talent, vendors and staff.
*Draft presentations and briefs.
*Respond quickly to emergency situations requiring physical presence or remote guidance.
*Fosters relationships with all backlot areas and tenants in order to provide a one of a kind experience to our guests.
*Assists Director with placing pages on utility assignments.
*Manages the office pages and tour center pages.
Bachelor’s degree and 3-5 years of related customer service management experience.
*1 – 2 years of related sales experience.
*Previous experience in supervisory role.
*Must be able to work Sunday – Thursday, as well as evenings and special event supervision both on and off premises as needed.
*Ability to stand, walk, drive and lift 25 lbs.
*Excellent communication skills both verbal and written.
*Proven success in developing client relationships and managing accounts.
*Strong organizational and time management skills.
*Proven success working effectively with team members.
*Creative, out of the box thinker.
*Ability to work in a fast-paced environment and be able to wear “multiple hats” and multi task.
*Self-motivated, outgoing, positive attitude
*Team player, willing to jump in and assist teammates when needed.
* Proficient in Microsoft Outlook, Word and Excel
*Proficient in Website design and management
* Basic accounting skills
* Entertainment industry experience preferred
*Demonstrate familiarity with budgets and finance.