Guest Services Senior Associate

This is a Full Time Job

Live Nation Concerts is seeking a qualified Guest Services Senior Associate for its destination events. Playa Luna produces intimate and exclusive experiences where everyone is a VIP and no detail is overlooked.

This role will focus on providing guests with exceptional service before, during, and after all events. Ideal candidates should be organized, articulate, self-motivated, and able to work as part of a team. We are seeking candidates that are proactive in completing projects and supporting other team members, including temporary staff.

The Guest Services Senior Associate will primarily work from home, but may also be expected to work on-site at our events. Come join our expert team of passionate travel and music lovers!

WHAT THIS ROLE WILL DO
• Field guest questions, concerns, and requests by answering emails, phone calls, and chat messages
• Provide a high touch level of service by giving timely and professional responses to all guests
• Stay informed of all event details by website/FAQ familiarity and internal resources to be able to answer guest's general questions and concerns
• Supervise team of temporary agents and provide direction on guest communications
• Provide guidance on departmental processes and procedures
• Review and share feedback on responses
• Determine when guest cases require additional action
• Interpret event and company policies while supporting and advocating for guests throughout their entire experience
• Take initiative to problem solve and make exceptions to policies
• Escalate issues to upper management and provide input about the individual circumstance
• Monitor event social media accounts and all guest correspondence
• Facilitate custom high end package sales
• Manage incoming requests and track custom orders through completion
• Assist the on-site concierge team and act as a main point of contact during events
• Monitor guest traffic levels on a daily basis
• Troubleshoot all guest inquiries and ensure resolutions are provided in a timely manner

WHAT THIS PERSON WILL BRING
• 2-4 years of experience working in Guest Services and or guest communications
• Excellent oral and written communication
• Knowledge of database management systems preferred (Zendesk, Zendesk, Mailchimp, Asana, etc)
• Working knowledge of Microsoft Office applications (Word, Excel, etc.)
• Ability to get all tasks and assignments done in a timely manner while managing your own workload and day to day schedule
• Ability to maintain, control and communicate deadlines, roadblocks, and escalations as needed
• Ability to provide leadership, prioritize, organize, motivate, problem solve, delegate, follow up, and communicate
• Willingness to adopt new project management tools and communication platforms as used by the company
• Passionate about continuous improvement and the benefits that new technology can bring to the organization
• COVID-19 vaccination will be required for this position subject to legally valid exemptions
• This role will a work from home position with the exception of travel. We are open to candidates in Denver and Philadelphia.

BENEFITS & PERKS
Our motto is 'Taking Care of Our Own' through 6 pillars of benefits:
• HEALTH: Medical, Dental and Vision benefits for you and your family, including Flexible Spending Accounts (FSA) and Health Savings Accounts (HSAs)
• YOURSELF: Paid time off policy including holidays, sick time, and day off for your birthday, free concert tickets
• WEALTH: 401(k) program with company match, Stock Program Reimbursement
• FAMILY: New parent programs & support including caregiver leave and infertility support
• CAREER: Tuition reimbursement, student loan repayment internal growth and development programs & trainings
• OTHERS: Volunteer time off, crowdfunding network

EQUAL EMPLOYMENT OPPORTUNITY
We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment.