Guest Services Manager jobs in Ann Arbor, MI

Nestled on more than 1,400 acres in the Irish Hills of Southeastern Michigan, Michigan International Speedway is a track rich in racing history. It has been the love of NASCAR racing and the thrill of a great time that has made it a favorite of race fans and drivers alike for more than 50 years. Michigan International Speedway has more than 12 campground and is the state of Michigan's largest registered campground. In addition to two great weekends of racing, the speedway is home to events throughout the year including the MIS Backyard Hockey Tournament, Faster Horses Festival and Nite Lites.

The Manager of Guest Services has the responsibility of overseeing and supervising all aspects of Gate Operations and Guest Services (fan information stations, ushers, ADA carts, trams, entrance plaza gates, ticket gates, vehicle gates and daily questions via the track website and guest service email). The manager works closely with facility operations, ticketing, consumer marketing and administrative departments to achieve company goals.

Essential Duties and Responsibilities:

• Proactively handle and assist guest communication issues and concerns by becoming immersed in ticketing, camping, public safety, and company policies.
• Maintain a working relationship with all departments to achieve the track and company goals including participation in business development and ticketing meetings.
• Supervise the hiring of event time staff for tram drivers, tram ambassadors, gate operations, ushers and guest services.
• Provide guest services training to full-time and event time staff including the development of protocol for how to handle complaints.
• Responsible for working with Sr Director of Ticket Operations of coordinating all aspects of Ticket Scanning at entry gates, including generating post-event scan data reports for track management.
• Assist with development of collateral materials for employees and guests including handbook.
• Assist with all campground operations and guideline development.
• Maintain and catalogue all service groups and service company documentation including agreements and certificates of insurance to ensure compliance.
• Assist Sr Director of Event Operations in coordinating ISS 24/7 Systems for event weekends.
• Coordinate ABI Workforce Management System.
• Prepare for upcoming event operational needs including daily assignments necessary to execute NASCAR event weekends
• Ability to travel when needed to other NASCAR facilities for personal career development, track needs, and managerial meetings.
• Other duties as assigned.

Supervisory Responsibilities:

• Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Oversee gate operations, ushers and guest services staff and additional areas as needed.
• Work with Sr Director of Event Operations on departmental budget review and tracking

Qualifications

• Demonstrate knowledge of principles and techniques of planning, implementing and supervising event staff.
• Handle conflicts, make decisions and exercise proper action during high tension and stressful situations based on data collected.
• Organize and prioritize work to meet deadlines.
• Detail oriented with strong organizational skills
• Maintain an effective working relationship with guests, employees, rental clients, NASCAR executives, and others encountered in the course of employment.
• Must be effective in both written and verbal communication.
• Must be able to multi-task.
• Work extended and/or irregular hours including nights, weekends & holidays. Approximately 2 months from an event working hours could increase to up to ten hours a day and up to seven days a week until the event has ended. There will be additional work on weekends throughout the year for non-race events averaging eight to twelve hours a day.
• Ability to operate automobiles and golf carts.
• Supervisory experience preferred.

Apply Now!

Learn more about this role and our team by applying at for consideration.

We are a company unlike any other. We want you to bring your experience, skills and passion to our close-knit, high-energy environment in which our employees thrive and where you can prosper. We know the key to our success is our employees and we offer highly competitive salaries, a solid benefits package focused on wellness, and opportunities for you to grow and develop both personally and professionally. It won't take you long to find out that you are on the right track here at NASCAR!

NASCAR is committed to fostering a diverse work environment where all employees feel valued and empowered. NASCAR is an Equal Opportunity Employer (EEO). We seek to attract and retain the best qualified people available. All qualified applicants will receive consideration for employment without regard to race, color, gender, gender identity and expression, age, national origin, disability, religion, sexual orientation, genetic information, pregnancy, veteran status or any basis that is protected by applicable law except where a bona fide occupational qualification exists.

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