Manager, Guest Services

Talladega Superspeedway was created as a palace of speed in 1969 by NASCAR founder Bill France, Sr., who coined it "the Greatest Race Track in the World."At a mammoth 2.66-miles with 33 degrees of banking in the turns, it is NASCAR's Most Competitive venue. The "Fun" track prides itself on being family friendly, especially with the introduction of the Talladega Garage Experience in 2019 where guests are immersed into motorsports like never before. The host of two major NASCAR weekends a year, the iconic ribbon of asphalt is easy accessible off I-20, located between Birmingham, AL, and Atlanta, GA.

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, vehicle gates and daily questions via the track website and guest service email), and in assisting the Senior Director with Track/Facility Rentals. The manager works closely with NASCAR Southeast Region guest services, 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 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 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 infield campground operations and guideline development.
• Proactively sell track dates to potential corporate and civic groups locally and nationally.
• Assist director with overseeing and coordinating track and facility usage agreements. Work closely with operations/emergency services on track and facility rentals during scheduled rentals.
• Facilitate event operations of weekday and weekend track/facility rentals by those groups other than stock car driving schools.
• Maintain and catalogue all track rentals, service groups and service company documentation including agreements and certificates of insurance to ensure compliance.
• Coordinate ISS 24/7 Systems for event weekends.
• Coordinate ABI Workforce Management System.
• Coordinate TSS Lost & Found Services.
• Prepare for upcoming event operational needs including daily assignments necessary to execute NASCAR event weekends and track rentals
• Scan credentials, vehicle passes, etc. and make credential boards for all events.
• Ability to travel when needed to other NASCAR facilities for personal career development, track needs, and managerial meetings. Manager has regularly assisted with event support at Daytona International Speedway, Homestead Miami Speedway Watkins Glen International, etc.
• Lead NASCAR Southeast Region Non-Profit Group operation for Daytona International Speedway, Talladega Superspeedway and Homestead Miami Speedway.
• Other duties and tasks as directed.

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.
• Responsible for departmental budget review and providing suggestions to the Senior Director of Venue Experience and Guest Services.

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.
• Proficient with Microsoft business programs.
• Ability to operate automobiles and golf carts.
• Supervisory experience preferred.

Education and Work Experience

Bachelor's degree from an accredited four-year college or university and two (2) years related experience and/or training; or an equivalent combination of education and experience.

Race/Event Time Duties:

Race weekend responsibility of the Manager Guest Services include: ADA opportunities, manage gate operations, ushers, vehicle gates, infield camping, information services, guest golf cart requests and any other Venue Experience, Operations or Administrative Department needs.

Language Skills:

Manager must possess the ability to read, analyze and interpret general business periodicals, local and state laws, professional journals, technical procedures, or governmental regulations, as well as other job related documents. Must have the ability to respond to inquiries or complaints from customers, regulatory agencies, or members of the business community. Must demonstrate the ability to write reports, and business correspondence. Must possess the skills to effectively present information and respond to questions from NASCAR administration, public groups, groups of managers, and customers.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is regularly exposed to the outside weather conditions. It is sometimes necessary for the employee to travel to different race track facilities to support NASCAR events, see how events are set up and managed. The employees work hours usually remain at eight hours a day, five days a week until two months before and after a major event. During this time they gradually increase up to ten hours a day for seven days a week until the week of the event when the employee would be on property and/or on call twenty-four hours. There will be additional work on weekends throughout the year for non-race events averaging eight to ten hours a day. The noise level in the work environment is usually moderate except at race time where it can be very loud at times.

Physical Demands:

While performing the duties of the job the employee is required to stand; walk; hands to finger, handle or feel; reach with hands and arms; talk or hear. The employee is required to sit. Work long hours; occasionally required lifting items of 0-50 pounds. Must be strong mentally during event time because of the long hours. Vision requirements are close vision, distance vision, peripheral vision and depth perception.

Public Contact:

Manager will interact with the public on a daily basis. Contacts would include but are not limited to: motorsports business, civic group leaders, general public, sponsors, customers, etc. Contact with these individuals would be for purposes such as contract negotiation, race/event preparation, answering questions, public/community relations, etc.

Additional Skills:

• Strong reasoning ability-must have ability to daily define problems, collect data, establish facts, and draw valid conclusions. Also must be able to interpret extensive technical instructions in all areas of management and deal with several variables.
• Strong interpersonal skills
• Comprehensive knowledge of computers and applications involving Microsoft Office.

• Strong organizational skills
• Efficient and detail-oriented time manager
• Experience and knowledge of motorsports industry a plus.
• Operate various types of equipment: tractors, show car, golf carts, ATVs, etc.

Apply Now!

Learn more about this role and our team by applying at www.careers.nascar.com 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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