<p>GUEST SERVICES TEAM LEAD - Kentucky Sports Factory</p> <p>Sports Facilities Management, LLC</p> <p>LOCATION: Madisonville, KY</p> <p>DEPARTMENT: OPERATIONS</p> <p>REPORTS TO: GENERAL MANAGER</p> <p>STATUS: FULL-TIME (NON-EXEMPT)</p> <p>ABOUT THE COMPANY:</p> <p>Kentucky Sports Factory is a premier sport, recreation and entertainment destination focused on improving the health and economic vitality of Madisonville, KY. You will be joining a championship level team focused on fun, fulfillment and service built to enrich the community as well as your career and personal growth.</p> <p>Kentucky Sports Factory is managed by Sports Facilities Management, LLC (SFM). SFM is part of Sports Facilities Companies (SFC), the nation's leading resource for managing and developing sports, recreation, wellness, and events facilities. We provide a highly collaborative and supportive culture that raises our team members to new levels of career growth. Together, we will carve a path in a hyper-growing industry where you will enjoy the journey and learn from the industry's best while having some fun.</p> <p>SFC was awarded national recognition as a Top Workplace and is considered a workplace of choice. Our mission-focused company is highly entrepreneurial, team-oriented with a culture centered on collaboration, accountability, excellence, and service. We are growing rapidly and looking for high performers at every level to grow with us.</p> <p>POSITION SUMMARY:</p> <p>The Guest Services Lead provides venue oversight on the execution of our "Guest First" service model and departmental training standards. The Guest Services Lead will also monitor and seek out stakeholder feedback to assist in evaluating the level of service we are providing.</p> <p>PRIMARY RESPONSIBILITIES WILL INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:</p> <ul> <li>Directly align with the Kentucky Sports Factory Mission Statement and Core Values </li><li>Assist with new Team Member orientation, particularly the Guest 1st Service model expectations </li><li>Provide "Guest First" service model quality control for all departments </li><li>Provide feedback to the GM on "Guest First" service model performance and consistency </li><li>Assist with departmental training standard compliance, in collaboration with the management team </li><li>Build impactful relationships with key stakeholders that help improve the guest experience and team performance </li><li>Inspect facilities prior to and after events, providing a report to GM </li><li>Monitor and seek out feedback from members, visitors, and clients </li><li>Serve as Manager on Duty as assigned </li><li>Additional duties as assigned by management </li></ul> <p>MINIMUM QUALIFICATIONS:</p> <ul> <li>5+ years of customer service experience </li><li>The ability to work in a fast-paced, diverse environment with a focus on customer services is essential </li><li>Candidate must be willing to nights, weekends, and holidays as necessary </li><li>Must be willing to work nights and weekends </li><li>Experience and knowledge in sports </li></ul> <p>WORKING CONDITIONS AND PHYSICAL DEMANDS</p> <ul> <li>Must be able to lift 30 pounds waist high </li><li>May be required to sit or stand for extended periods of time whether indoors or outdoors </li><li>Facility has intermittent noise </li><li>Will be required to operate a computer </li></ul>