+ 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

APPLY TODAY