Senior Manager, Venue Experience and Guest Services

DAYTONA INTERNATIONAL SPEEDWAY

Daytona International Speedway is a state-of-the-art motorsports facility and was awarded the SportsBusiness Journal’s prestigious Sports Business Award for Sports Facility of the Year in 2016. Daytona International Speedway is the home of “The Great American Race” – the DAYTONA 500. Though the prestigious season-opening NASCAR Cup Series event garners most of the attention – as well as the largest audience in motorsports – the approximately 500-acre motorsports complex boasts the most diverse schedule of racing on the globe, thus earning it the title of “World Center of Racing.”  Among the nine major weekends of racing activity are the Rolex 24 At DAYTONA, the DAYTONA Supercross, the DAYTONA 200 motorcycle classic and the Coke Zero Sugar 400. Rarely a week goes by that the Speedway grounds are not used for events that include track tours, concerts, civic and social gatherings, car shows, photo shoots, production vehicle testing and police motorcycle training.

Daytona International Speedway seeks a talented professional to join in the position of Senior Manager, Venue Experience and Guest Services based in Daytona Beach, Florida.  This position will manage all aspects of Venue Experience and Guest Services which includes: Venue Admission Gates, Venue, Infield Tunnels, RV & Tent Campground areas, Fanzone, Pit Road Patios, Wardrobe and the Guest Services Support Team.

Essential Functions:

Performs any combination of the following duties according to specific departmental guidelines:

• Provide leadership and supervision to the following direct reports:
  • Manager of Venue & Training
    • Including Venue Crew Chief, Supervisors, & Wardrobe
  • Coordinator, Guest Information
    • Including Information Crew Chief, Supervisors, & F.A.C.T. Team
  • Admissions Crew Chief
  • Admissions Fan Crew Supervisors, Crew Leads, Fan Crew and G.I.V.E.S. volunteers
  • Support Team Supervisor & Support Team staff
• Coordinate the process of hiring new Guest Services Fan Crew members:
  • Create and submit job descriptions, process applications, recruit via job fairs or media announcements, organize hiring events, prepare new hire packets, upload new hire photos, and submit credential requests
• Coordinate the process of utilizing Daytona G.I.V.E.S. volunteer groups for the appropriate Admissions locations:
  • Recruit new groups while maintaining current ones, collect legal documentation, submit contracts, and process check requests post-event
• Hire, supervise and provide mentoring for the annual Guest Services Interns
• Assist with preparing materials and present training to all Guest Services Fan Crew & G.I.V.E.S. volunteers
• Utilize the ABI MasterMind System for event replication, scheduling, costing and payroll processing for all event staff and direct reports
• Create incentive opportunities for Fan Crew members in order to increase retention and reduce hiring needs
• Work closely with the following departments prior to and during events to ensure guest satisfaction and safety:
  • Security, Ticketing, Operations, EMS, Special Events, Business Development, Marketing, Event Experience, Public Relations, Concessions and Merchandise
• Prepare pre-event checklists and post-event summaries after all major events to review with management
• Create credential boards for all Guest Services locations for all major events
• Work GS team for radios, golf carts, rental tents, and other various event equipment
• Become familiar and continually remain up to date with the latest ADA guidelines
• Maintain the ticket scanners for all NASCAR owned properties, and ship scanners to locations as requested
• Support guest communication efforts by responding to guest inquiries & comments involving areas overseen
• Prepare and submit incurred expenses and pending invoice receipts for monthly accrual
• Participate in the annual budget process for the entire Guest Services department
• Exhibit fiscally responsible decision making within the department, emphasizing cost savings and efficiencies while maintaining appropriate levels of service to guests
• Assist with guest needs and their families’ needs when transported off property for further medical assistance
• Communicate with other tracks and professional sport organizations to enhance the overall guest experience
• Develop and present initiatives for areas overseen to improve experiences and simplify processes
• Collaborate with the creation on tickets and credentials to prevent future revenue loss
• Work with other Guest Services departments (Venue, Information, Wardrobe, Trams & Carts) throughout the year and provide assistance as needed
• Assist with organizing, staffing, and operating track rentals when required
• Provide event support for the NASCAR Southeast Region including Talladega Superspeedway & Homestead Miami
• Fly the USA flag on DIS property to support military initiatives; return flag to sender with certificate of authenticity and pictures.
• All other duties assigned

Qualifications:

Experience/Education:

• Four years event management experience (sports industry preferred)
• Proven employee management experience (with event day staff preferred)
• Bachelor’s degree in sport management, event management or related field
• Education and work experience that demonstrates the ability to lead and inspire a team

Job Requirements:

• Proficient computer skills including knowledge of Microsoft applications and web-based programs
• Ability to communicate effectively with excellent verbal, written and listening skills
• Must have strong organizational skills, and be able to work in a fast paced environment
• Available to work flexible hours including weekends, holidays and evenings
• Available to work occasional long hour shifts
• Ability to walk and stand for long periods of time during events
• Must be able to work outdoors in all weather conditions
• Position requires travel to regional tracks throughout the year