+ Guest Experience Program Manager
The Guest Experience Project Manager for Forefront Networks is responsible for the guest, staff, artist, volunteer and partner journey across events in the company portfolio including but not limited to Live In The Vineyard (LITV), Live In The Vineyard Goes Country (LITVGC) and Elevation 8080.
Primary responsibilities include the planning, managing and executing of guest, staff, artist, volunteer and partner accommodations including but not limited to booking hotels, flights and rental cars and managing registration, communications and on-site signage.
The Guest Experience Program Manager ensures the guest, staff, artists and partner experience is flawless, working closely with internal and external teams to execute the guest services plan against established strategic objectives, timelines and financial goals.
The Guest Experience Program Manager will spend their first year immersed in each program to gain a better understanding of what it takes to plan, manage and execute each program. The Guest Services Project Manager’s second year will be focused on improving and directing the programs.
The Guest Experience Program Manager must be detail oriented, thrive and shine under pressure, have exceptional written and verbal communications skills, be a self-starter and love logistics. This person must also have a passion for people and customer service.
The Guest Experience Program Manager will be a part of the Forefront Events Team and work closely with the Marketing, Entertainment, Corporate Partnership and Finance team to ensure all functions listed below are accomplished.
The Guest Experience Program Manager must be well-rounded, resourceful and a team player with a willingness and eagerness to take on other programs and projects within the company portfolio as needed.
GENERAL RESPONSIBILITIES
Concerning guest experiences across events in the FFN portfolio, the Guest Experiences Program Manager will:
Map out the guest, staff, artist, volunteer and partner journey across events
Develop and ensure adherence to timelines
Understand and work within the budget set forth for guest experiences
Resource and assign team members to tasks and deliverables
Manage team members assigned to completing tasks and deliverables
Maintain smooth communication and workflow for both internal and external clients and guests
Utilize all adopted project management tools and processes and recommend more efficient methods
Provide weekly updates on accomplishments, obstacles and priorities
Create wrap up report at the end of each event with recommendations
SPECIFIC RESPONSIBILITIES
Concerning guest experiences across events in the FFN portfolio, the Guest Experiences Program Manager will:
Guest Communications
Manage all guest, staff, artist, volunteer and partners communications (in and outbound)
Work directly with Marketing Lead to create a structure for communications (before, during, after)
Email cadence, calendar and content
Information gathering (waivers, links, emails, photos, food allergies, covid forms, accessibility concerns, preferences)
Information dissemination (itineraries, hotel confirmation #s, rental car and shuttle info, etc)
Teasers (artists, chefs, wineries)
Manage email database
Develop and disseminate streamlined guest itineraries
Work with site manager to determine necessary signage needed for guests throughout the event
Hotels
Identify and build relationships with hotel partners
Negotiate and execute hotel contracts
Manage and track hotel placements for guest, staff, artist, volunteer and partners
Set and manage hotel budgets
Reconcile hotel expenses and invoices
Guest Houses
Manage and execute guest house contracts
Manage and track guest house placements for guest, staff, artist, volunteer and partners
Reconcile guest house expenses and invoices
Concierges
Identify concierge needs
Identify and support concierge lead
Set and manage concierge budget
Reconcile concierge expenses and invoices
Concierge Desk
Manage hotel booking for guest, staff, artist, volunteer and partners
Manage questions and concerns from guest, staff, artist, volunteer and partners
Create communication plan for managing emergencies
Create a concierge plan in partnership with the concierge lead
Identify and book concierges for each event
Manage all concierge communications (in and outbound)
Ensure concierges are trained on roles and responsibilities
Ensure concierges receive itineraries and other manuals and resources
Event Transportation (Shuttle Buses)
Identify event transportation needs of guest, staff, artist, volunteer and partners before, during and after the event
Identify and support event transportation lead (Randi)
Set and manage event transportation budget
Reconcile event transportation expenses and invoices
Air & Ground Transportation
Identify and build relationships with rental and airline partners
Negotiate and execute rental car and airline agreements
Identify guest, staff, artist, volunteer and partners rental and flight needs
Book and track guest, staff, artist, volunteer and partners rental and flight needs
Set and manage air and ground transportation budget
Reconcile air and ground transportation expenses and invoices
Credentialing
Determine and manage credentialing plan and process for guest, staff, artist, volunteer and partners
Track invitations and RSVPS
Determine and manage check-in process in conjunction with concierge lead for guest, staff, artist, volunteer and partners to ensure a perfect first impression
Set and manage credentialing budget
Reconcile staff credentialing expenses and invoices
Supervise the selection, placement, safety and training of registration team
Administer check-ins and check-outs (if applicable) at each event
Handle any complaints, registration problems or customer service issues in a fair, professional and courteous manner
Prepare and share attendance reports at the end of each night
COVID MANAGEMENT
In the event COVID protocols are implemented for FFN events, the Guest Experience Program Manager will ensure the implementation and adherence by all guest, staff, artist, volunteer and partners.
ADDITIONAL RESPONSIBILITIES
Support and/or manage other programs and projects within the company portfolio as needed
SKILLS AND QUALIFICATIONS
3+ years of guest services experience
Experience in live large-scale and intimate VIP events
Ability to execute guest services for multi-day, multi-event experiences
Ability to engage and activate remote teams across multiple departments
Familiarity with hospitality services - lodging, travel, transportation
Stellar presentation, problem-solving and project-management skills
Excellent communication and interpersonal skills
Negotiation skills when looking for the best price from partners
Time-management skills and the ability to work under pressure
Problem-solving skills and diplomacy
Proactive, flexible and target-driven
Proficiency with google sheets and excel required
Willing to travel and work holidays, nights and weekends