Summary
The Venue & Guest Experience Manager is responsible for overseeing the daily operations of the Frank W. Mayborn Civic & Convention Center, ensuring a seamless and exceptional guest experience. This role manages venue operations, event logistics, customer service, and financial oversight. This position leads a team to provide top-tier service to event clients and guests while optimizing facility efficiency and revenue generation.
Essential Duties And Responsibilities
- Ensures an outstanding guest experience by implementing best practices in hospitality and event services
- Serves as the primary point of contact for event clients, understanding their needs and ensuring successful execution
- Develops and implements customer service initiatives, staff training, and feedback programs to enhance guest satisfaction
- Responds to customer inquiries, resolves concerns, and manages post-event evaluations for continuous improvement
- Oversees daily venue operations, ensures facilities are well-maintained and event ready
- Supervises and coordinates venue staff, including hiring, training, scheduling, and performance evaluation
- Works closely with vendors, suppliers, and facility service partners to maintain smooth operations
- Ensures compliance with legal, health, and safety regulations
- Develops and manages budgets for events, facility operations, and revenue streams
- Develops, implements, and maintains comprehensive policies and procedures to ensure consistency, efficiency, and compliance with industry standards, legal requirements, and best practices
- Reviews and updates policies to align with operational needs and guest experience goals
- Oversees billing and contracts, ensures accurate invoicing and payment collection
- Implements revenue-generating strategies and optimize resource allocation
- Prepares financial reports, tracks expenditures, and presents revenue projections to leadership
- Collaborates with the Tourism Division to enhance venue visibility and awareness
- Represents the Frank W. Mayborn Civic & Convention Center through community outreach and professional networking
- Monitors industry trends and implements innovative solutions to improve guest experiences and venue operations
- Prioritizes the use of modern technology and equipment to enhance event execution, improves operational efficiency, and elevates the guest experience
- Assess and recommends upgrades to audiovisual, digital, and venue management systems to align with industry standards and client expectations
- Coordinates facility maintenance, work orders, and capital improvement projects
- Ensures the venue meets operational standards and provides a safe and welcoming environment Follows City policies, procedures, and safety guidelines
- Performs other duties as assigned
Minimum Qualifications
- Combination of education and experience equivalent to Bachelor’s degree in Hospitality Management, Tourism, Business, Event Management, or a related field
- Three (3) years of experience in venue management, event coordination, or a similar role, with a focus on operations and guest experience
- Two (2) years of experience in a leadership role, including staff management and training
Preferred Qualifications
- Experience coordinating large-scale events and working with high-profile clients in a professional venue setting
- Familiarity with venue management software, AV technology, and industry best practices
Thank you for your interest in the position. Please note only those selected for an interview will be contacted.
