Manager, Premium Hospitality

Job Summary

Responsible for overseeing the club and suite holders, providing these clients with exceptional customer service. Handles any questions, issues, payments or other related inquiries and assists as needed on a day-to-day basis as well as at sporting events, concerts and family shows at the facility. Has in-depth experience, knowledge and skills in own discipline. Usually determines own work priorities. Acts as resource for colleagues with less experience.

Core Responsibilities

• Cultivate, manage and grow client relationships in order to deliver excellent customer service and value to our clients.
• Accountable for running an effective service plan including monthly touch points actively recorded in CRM.
• Assist in the annual renewal of club box and suite holders.
• Work with the director to develop up-sell opportunities among the premium seating clients.
• Maintain up-to-date knowledge and effectively communicate all complex happenings, events and premium seat holder benefits relevant to assigned account base.
• Be proactive, respond and resolve all customer complaints, requests and inquiries from assigned account base; handle fans and situations in a calm and professional manner.
• Respond to email and telephone inquiries from assigned premium seating clientele.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

Skills:

Professional Etiquette; Teamwork; Customer Service

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

2-5 Years