Luxury Suites Manager

The Luxury Suites Manager oversees all event services and operation activities for luxury suites at Acrisure Stadium. This person will provides the best customer service possible to the Premium Luxury Suite holders. They will serve as a liaison between the Premium Luxury Suite Holders and PSSI, the Pittsburgh Steelers, the Pitt Panthers and third parties.

Duties And Responsibilities

• Responsible for hiring, scheduling, training, and managing all event concierge staff
• Manages concierge during specific events to resolve customer-related issues and resolves any and all special issues with customers regarding their accounts
• Gains knowledge of Suite clientele to provide excellent customer service
• Plans and executes Premium Luxury Suite Holder special events, working with third party vendors, and procuring gifts regarding suites/suite holders
• Monitor and implements suite inventory and major maintenance of suites
• Assists in developing the policies and procedures manuals for the concierge staff
• Responsible for entering concierge payroll and developing, implementing and overseeing all service and operation policies, procedures and programs
• Assist in the development and coordination of special events and value added programs for Premium Luxury Suite Holders including website and Archtics issues,
• Perform website updates for Premium Luxury Suites department
• Develops ideas, writes stories and distributes monthly Premium Luxury Suite Newsletter
• Manages approximately 125-150 accounts annually
• Creates and maintains welcome packages for all new Premium Luxury Suite Holders and maintains their accountants in Archtics systems
• Manages ticket allotment for the Pittsburgh Steelers, the University of Pittsburgh Panthers, and special events
• Provides invoices and receipts to clients and bills remaining monies on accounts at the end of each season
• Creates announcements for Premium Suite Holder accountants
• Provides fulfillment of additional ticket requests for Pittsburgh Steeler and Pitt Panthers playoff tickets, third party event tickets and additional parking pass request
• Serves as a liaison with other event staff affecting the suite levels, including Security, Maintenance, Event Services, Aramark, Guest Services, and Ticketing Office departments and teams(Pittsburgh Steelers, Pitt Panthers)
• Provides on-going communication to customers throughout the events and daily contact on issues dealing with the event announcements, account changes, suite décor and maintenance
• Manages Suite signage: gathering and preparing equipment and signs
• Ability to work evenings, weekends and holidays as scheduled
  
  

Qualifications, Skills And Experience

• Bachelor’s Degree (B.B.A.) in business administration and/or other degree related to Public Relations and Hospitality
• Minimum of 2-3 years management experience in customer service
• Ability to obtain knowledge of club and restaurant operations
• Ability to manage a large staff and maintain a professional environment
• Ability to handle several projects at once, work in a team environment and under pressure
• Must have excellent customer service skills, written and verbal communication skills, organizational and negotiations skills
• Ability to always interact with high profile clientele and/or difficult guests in a professional manner
• Proficiency in Word, Excel, and Publisher required,
• Architics knowledge required
  
  

Physical Demand

• Position requires the ability to stand and walk for extended periods of time
• Ability to lift and/or move up to 20 lbs.
• The ability to work in an environment that is usually moderate, however, during events; the noise level may be loud.
• While performing the duties, the employee is occasionally exposed to wet and/or humid conditions and outside weather conditions.
  
  

Supervisory Responsibilities

Manages approximately 50 part-time event staff and concierge. Managing responsibilities include overall direction, coordination, and evaluation of these above-mentioned functions. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.