Guest Experience Training Manager

• Maintain the unique and standardized Guest Experience Training Program ONE NRG Park.
• Manage the aspects of the ONE NRG Park team member experience to include reward and recognition programs, incentives, inventory, rewards team members, etc., with the assistance of the Guest Experience Team Members.
• Manage and maintain the ONE NRG Park Employee website, along with updating content related to the employee experience
• Enforce a vibrant customer-focused culture by rallying together key stakeholders, ASM Global team members, as well as all the organization’s business partners and their personnel.

• Train team members on various aspects of providing exceptional customer service, presenting the highest professional image, and maintaining an effective working relationship with clients, team members, exhibitors, guests, and others encountered in the course of employment.
• Provide instructor-led training to all partners and contractors on NRG Park Guest Experience programs.
• Maintain and support the high standards of NRG Park and positively contribute to the culture of the organization.

• Work with tenants and all ASM Global personnel to increase the level of exceptional customer service.
• In conjunction with the Guest Experience Managers, develop a team which serves to audit NRG Park events on a year-round basis to provide metrics for review.
• Analyze guest experience audit data to develop customized training plans to address any training gaps identified.

• Be the champion for the monthly meeting with representatives of all partner companies to brief on all items related to Guest Experience and Venue Culture related to event activity
• Conduct monthly or bi-monthly briefs with Executive Management to review metrics related to ONE NRG Park training
• Conduct Event related audits in real time to identify positive actions and rewarding them, while also identifying deficiencies that need to be corrected in real time.
• Develop situational training modules for each ASM Global department which proactively enhance the overall Guest Experience
• Keep up to date on the latest training trends, developments, and best practices. To include but not limited to conference attendance, collaboration with other ASM Global properties, etc.

• Manage team member enrollment for training, schedule training sessions, and organize the resources to facilitate training programs.
• Support the event day activities of the Guest Experience Team, to include supporting scheduling, staffing, discipline and event day logistics.

• May perform other duties as assigned.

• Carries out supervisory responsibilities in accordance with all policies and applicable laws.
• Supervise Guest Services Staff (both in-house and subcontracted personnel) and Guest Experience Coordinator to help manage the expectations of the Guest Services department.
• Responsibilities include interviewing, hiring, and training team members; planning, assigning, and directing work; scheduling approvals; appraising performance; rewarding and disciplining team members.

• Demonstrate knowledge of interpersonal relationships unique to the guest services industry.

• Demonstrate knowledge of industry terminology, facility capabilities, operational procedures, and event-related services.
• Work independently, exercising judgment and initiative.
• Work effectively under pressure and/or stringent schedules and produce accurate results.
• Maintain an effective working relationship with clients, team members, exhibitors, patrons, and others encountered in the course of employment.
• Define problems, collect data, establish facts, and draw valid conclusions.
• Remain flexible and adjust to situations as they occur.
• Ability to work long and irregular hours that may vary due to functions and may include days, evenings, weekends, and holidays.

• Bachelor’s degree from an accredited four-year college or university in Learning Development, Instructional Design, Human Resources, or a related discipline preferred.
• Two (2) to three (3) years related experience and/or training, or an equivalent combination of education or experience required.
• Experience in human resources or employee development positions preferred.
• A proven track record of training program development and management is required.
• An ATD certification is preferred.
• ADDIE model experience is a plus.
• General knowledge of ADA laws related to Employees preferred.

• Excellent interpersonal skills including verbal, written, computer, presentation, and facilitation skills with the ability to communicate effectively with all levels within the organization.
• Demonstrate exceptional skills in customer relations, communications, and problem-solving.
• Work in a fast-paced environment.
• Ability to apply conflict resolution and problem-solving skills in a team-oriented environment.
• Exceptional experience in leading, motivating, and developing team members.
• Inspire and influence teams across NRG Park to work together towards common goals.
• Self-directed with strong project management skills and initiative to learn new skills independently.
• Knowledge of instructional design methodology and adult learning concepts, principles, and practices with experience applying this knowledge to adult learners.
• Ability to speak in front of large groups for training sessions.

• Operate standard office equipment and personal computer(s) using MS Windows, Excel, MS Word, and PowerPoint.
• Ability to develop video related training materials preferred.

• Be licensed to operate a motor vehicle in the United States preferred.

ASM Global