Deputy Guest ExperienceManager

Transguard Workforce Solutions are currently recruiting for a Deputy Guest Experience Manager.  The scope of the role is to be part of our large team in creating memories, inspiring generations, setting new standards in guest service and ensuring all our operations run seamlessly to provide a truly authentic experience for our guests. The Manager will have a strong background in show control for live events and will understand integration of all Audio-Visual elements as well as Stage Automation to complete the delivery of an immersive guest experience. They will use their experience to lead the team and support across all disciplines including troubleshooting technical issues in a decisive and timely manner.  They will have experience of Guest Flow Management Systems and work closely with the Guest Management Team to insure a smooth operation throughout the guest journey

Responsibilities:

• To enhance the Expo pavilion guest experience through engaging and fun interactions showcasing your positive attitude and pride of ownership of the Operation Manager role.
• Provide and model outstanding customer service to all stakeholders throughout the whole of Expo site, including guests, clients and colleagues always, exceeding their expectations.
• Fully understand the content, values and wider cultural significance of the pavilion acting as the face of the nation.
• Motivate and inspire your teams, forecast and anticipate needs, wants and concerns from staff and lead by example.  Maintain a staff training program and rotation of responsibilities to extend a systems wide skill set within the team.
• Produce regular update reports, both in writing and verbally to the Operations Controller, anticipating needs and solving problems. Liaise with FM and maintenance team and assist with any recalibrations requirements post repair, cleaning or general maintenance activities.
• Act as liaison between the Operation Controller and Team Leaders and floor staff (E.G. Hosts, Security, Maintenance, Cleaners) to ensure smooth and efficient running of operations.
• Lead Team Leaders and hosts to ensure all staff fulfil their duties against objectives and behaviours required (any issues on performance are reported to the Operations Controller) to action.
• Regularly check and maintain various operating procedures as required, such as safety checks and AV working procedures, staff schedules, staff rotes to ensure continuous smooth operations and eliminate any issues before they arise.  Oversee daily system checks to be ‘show ready’ on time and on point
• Work closely with operational staff, maintenance, security, cleaners, contractors to ensure continuous and smooth running of the pavilion.
• Offer additional cover for staff as required by the Operations Controller. For example, covering for Team Leaders at private events.
• Work alongside the HR Manager to ensure all staff follow HR procedures
• Manage at the higher level any public complaints responsibly, calmly, efficiently and politely following pavilion complaints procedures and reporting upwards as necessary to ensure smooth running of operations. 
• Support all staff in Managing queues and guest expectations during busy times.
• Assist people of determination with ease and swiftness having anticipated needs and expectations.
• Maintain high levels of morale within the team and encourage team members to improve their skills and knowledge base across the whole AV technical delivery
• Be a leading part of the management structure to understand, direct and manage as required in pavilion procedures, for example; lost children, property, first aid and evacuations.
• Participate in pavilion events such as evening events and parades.
• Manage your and your staff time efficiently.
• Take care of personal and departmental well-being ensuring all staff adhere to staff policies as laid out in the staff handbook.

• Practical knowledge of show controller systems (Dataton Watchout)
• Digital Sound & Lighting Desks
• Stage Automation Controller systems (Navigator)
• Multiple Projectors and software applications (Kinect) At least 3+ -years’ experience in management and operating large teams.
• Strong interpersonal skills, able to lead, influence and motivate team members.
• Outstanding organizational skills with the ability to multitask, problem solve, think quickly and adapt to ever changing environments.
• Exceptional technical service skills. Articulate and extrovert and enjoy talking to people.
• Confidence and a willingness to learn