Playa Luna Presents, Guest Services Senior Associate

Job Summary:

WHO ARE WE?

Live Nation Entertainment is the world’s leading live entertainment company, comprised of global market leaders: Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship. Ticketmaster is the global leader in event ticketing with over 500 million tickets sold annually and more than 12,000 clients worldwide.  Live Nation Concerts is the largest provider of live entertainment in the world promoting more than 40,000 shows and 100+ festivals annually for nearly 4,000 artists in over 40 countries. These businesses allow Live Nation Media & Sponsorship to create strategic music marketing programs that connect over 1,000 brands with the 98 million fans that attend Live Nation Entertainment events each year. For additional information, visit www.livenationentertainment.com.

Live Nation’s Concerts Division is where tours are born, artists come to life, and fans get to experience the rush of live music. From our dozens of owned/operated Amphitheaters to our Global Touring team, from Ticketing and Venue Operations to Marketing and Sales... we foster a fun and upbeat work culture with no shortage of opportunities. With perks ranging from free concert tickets to dog-friendly offices, to progressive benefits like student loan reimbursement and adoption/fertility support... it’s no wonder we are certified as a Great Place to Work organization and one of People Magazine’s “50 Companies that Care”. We want everyone to feel like they belong and can thrive in our community, so we strive to help you achieve your career and personal goals. Live music is our passion and where we find our common ground. There has never been a better time to join Live Nation. 

WHO ARE YOU?

A relationship driven individual who is passionate about live music and guest services processes. You work well in a collaborative, fast paced environment and are excited about the future of live destination events. You are an excellent communicator and relationship builder and maintain strong professional relationships with all guests and staff. You have a keen attention to detail, and you are adept at balancing multiple projects at the same time. You are a self-starter, and you see things through to completion - no job is too big or too small. You are passionate about music and being part of a team that connects fans to the artists they love.

THE JOB

Live Nation Concerts is seeking a qualified Guest Services Senior Associate for its destination events. Playa Luna produces intimate and exclusive experiences where everyone is a VIP and no detail is overlooked. This role will focus on providing guests with exceptional service before, during, and after all events. Ideal candidates should be organized, articulate, self-motivated, and able to work as part of a team. We are seeking candidates that are proactive in completing projects and supporting other team members, including temporary staff. The Guest Services Senior Associate will primarily work from home, but may also be expected to work on-site at our events. Come join our expert team of passionate travel and music lovers! 

WHAT THIS ROLE WILL DO

• Field guest questions, concerns, and requests by answering emails, phone calls, and chat messages

• Provide a high touch level of service by giving timely and professional responses to all guests

• Stay informed of all event details by website/FAQ familiarity and internal resources to be able to answer guest's general questions and concerns

• Supervise team of temporary agents and provide direction on guest communications

  • Provide guidance on departmental processes and procedures

  • Review and share feedback on responses

• Determine when guest cases require additional action 

  • Interpret event and company policies while supporting and advocating for guests throughout their entire experience

  • Take initiative to problem solve and make exceptions to policies 

  • Escalate issues to upper management and provide input about the individual circumstance 

• Monitor event social media accounts and all guest correspondence

• Facilitate custom high end package sales

  • Manage incoming requests and track custom orders through completion

• Assist the on-site concierge team and act as a main point of contact during events

  • Monitor guest traffic levels on a daily basis 

  • Troubleshoot all guest inquiries and ensure resolutions are provided in a timely manner 

WHAT THIS PERSON WILL BRING

• 2-4 years of experience working in Guest Services and or guest communications

• Excellent oral and written communication

• Knowledge of database management systems preferred (Zendesk, Zendesk, Mailchimp, Asana, etc)

• Working knowledge of Microsoft Office applications (Word, Excel, etc.)

• Ability to get all tasks and assignments done in a timely manner while managing your own workload and day to day schedule

• Ability to maintain, control and communicate deadlines, roadblocks, and escalations as needed

• Ability to provide leadership, prioritize, organize, motivate, problem solve, delegate, follow up, and communicate 

• Willingness to adopt new project management tools and communication platforms as used by the company

• Passionate about continuous improvement and the benefits that new technology can bring to the organization

• COVID-19 vaccination will be required for this position subject to legally valid exemptions

• This role will a work from home position with the exception of travel. We are open to candidates in Denver and Philadelphia.

BENEFITS & PERKS

Our motto is ‘Taking Care of Our Own’ through 6 pillars of benefits:

• HEALTH: Medical, Dental and Vision benefits for you and your family, including Flexible Spending Accounts (FSA) and Health Savings Accounts (HSAs)

• YOURSELF: Paid time off policy including holidays, sick time, and day off for your birthday, free concert tickets

• WEALTH: 401(k) program with company match, Stock Program Reimbursement

• FAMILY: New parent programs & support including caregiver leave and infertility support

• CAREER: Tuition reimbursement, student loan repayment internal growth and development programs & trainings

• OTHERS: Volunteer time off, crowdfunding network

EQUAL EMPLOYMENT OPPORTUNITY

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion.  You will be working in an inclusive environment and be encouraged to bring your whole self to work.  We will do all that we can to help you successfully balance your work and homelife.  As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with.  It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

Live Nation strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. 

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Live Nation will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant  consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Live Nation also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process.  Live Nation will also provide reasonable religious accommodations on a case by case basis.

HIRING PRACTICES
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Live Nation recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Live Nation may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.