AREA15 is an immersive entertainment and event destination that blends art and music in a dynamic environment. We are a hub for creativity, innovation, and unique experiences. Join us and be part of a team that thrives on imagination and passion.
AREA15 is seeking a Manager, Hospitality & Vibe to drive in-venue sales performance and elevate the guest journey. This role is a key revenue driver for AREA15 - leading the charge on Experience Pass sales, maximizing every sales opportunity across the venue, and motivating the Ambassador team to hit and exceed daily, weekly, and monthly goals. The Manager will also oversee day-to-day Customer Experience (CX) team operations and ensure every guest interaction reflects the AREA15 brand.
The Manager will report to the Director Hospitality & Vibe, and is expected to make sales strategy, team motivation, and performance reporting the center of gravity for this role - while also supporting Hospitality, VIP, and guest-experience programs alongside the broader CX team.
Ultimately, we expect each employee to personify AREA15 itself: Authentic. Engaged. Uninhibited. Welcoming. Visionary.
RESPONSIBILITIES AND DUTIES:
- Drive in-venue Experience Pass sales, identifying and maximizing sales opportunities across the customer journey.
- Partner with Director, Hospitality & Vibe and Marketing on strategies to sell and promote Experience Packages and other event sales initiatives, and to meet or exceed KPI's and sales goals.
- Motivate and lead the Promotions Sales/Ambassador (CX) team: own their daily sales goals, and identify and implement incentive and motivation programs that keep the team engaged and performing.
- Manage Promotions Ambassador sales performance day to day, coaching in real time on the floor to convert more guests into Experience Pass buyers.
- Build and maintain Daily, Weekly, and Monthly sales reporting, including the Experience Pass Bonus Plan, to track performance against goals and surface trends.
- Own and maintain sales tracking tools and dashboards (POS, ticketing platforms, bonus plan reporting); use the data to suggest adjustments to sales strategy and daily operations that increase performance.
- Develop and refresh Sales Onboarding tools, ensuring the team is equipped with strong talking points, upsell techniques, and product knowledge.
- Liaise with Attractions & Ticketing to adjust Experience Pass quantities and availability in real time based on venue traffic.
- Maintain, along with Assistant Manager, the daily oversight of the Customer Experience (CX) team, including digital and revenue-generating Ambassadors and Host staff.
- Mentor and support team members, promoting a culture of innovation, continuous improvement, and commitment to service excellence.
- Participate in hiring and support recruitment and training of new CX team members in alignment with AREA15's standards.
- Own weekly payroll and daily/weekly bonus plan reporting; oversight of team schedules.
- Work with Hospitality & Vibe Management and Marketing on a daily basis to ensure marketing and sales messaging is clearly conveyed to Promotion Sales and Digital Ambassadors.
- Support LiveChat, Zoho, and ticketing platform initiatives; resolve or escalate real-time messaging and ticketing issues to Marketing or IT as needed.
- Suggest improvements to digital and scheduling processes with sales strategy in mind.
- Handle staff & guest escalations.
- Coordinate, schedule, and help fulfill VIP tour and hospitality requests for the Executive Team and guests, speaking confidently to the history and current offerings of AREA15.
- Liaise with other AREA15 departments and tenants to fulfill event services and hospitality requests; track voucher inventory.
- Attend New Hire Orientations as a representative of Hospitality & Vibe, presenting a department overview and assisting with tours as needed.
- Act as an ambassador for AREA15 to internal and external stakeholders, liaising with department leaders to maintain smooth operations aligned with AREA15's brand identity.
- Respond to time sensitive matters.
- Demonstrate ART! (AREA15's service standards) in every guest interaction.
- Adhere to department and company policies and procedures.
- Maintain a professional, polished appearance in line with AREA15 standards.
- Work various shifts, including nights, weekends, and holidays.
- Perform other work-related duties as assigned.
