Manager, Guest Relations

Locations US-CA-Hollywood
ID
2018-8224
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

*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.

Administrative Duties

*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.

Basic Qualifications

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.

Additional Qualifications

 

Desired Skills:

*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. 

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