Guest Experience Manager

Job Summary

• Oversee day to day and game day operations as it relates to guest experience, including ADA guidelines and compliance


• Hire, train, schedule and manage all part time guest experience representatives and tour guides


• Oversee staffing, management  and coordination of the stadium’s public and private tour program


• Lead idea generation of methods to increase average of attendees per stadium tour


• Staff and manage the stadium’s guest survey program for public events


• Maintain employee disciplinary paperwork, including attendance, payroll and evaluations 


• Inventory control, ensuring that all employees have the right equipment and supplies to perform the job


• Maintain Tour script & Tour & Guest Experience Training manual 


• Inventory/Order uniforms (shirts/jackets/name tags) for Guest Services & Tour staff


• Assist the Marketing Dept. in various marketing campaigns for the tour program including distribution of materials to local hotels, restaurants and visitors bureaus efficiently as possible

• Liaison with NFL Team in management of a branded Stadium customer service & employee recognition program 


• Produce and distribute the employee newsletter 

• Act as a tour guide when necessary


• On-site liaison with the box office manager for Stadium Tour Program 


• Tour reporting for Finance Department


• Input purchase order request into Perfect Procure system.


• Maintain Tour Analysis spreadsheets


• Maintain Guest Experience/Tour guide scheduling system 


• Create and maintain monthly tour calendar & monitor tour program hot line


• Create and send/receive tour contracts and process credit card payments


• Serve as Manager on Duty, serving as a facility representative 

• Managing stadium Guest Experience Representatives and Tour Guides 

• 2-3 years of experience in Guest Services or customer services relations preferred. 


• Bachelor's Degree in related field preferred. 


• Additional experience may be substituted for education


• Highly developed verbal, written and e-mail communication skills


• Excellent organizational skills, detail-oriented with ability to handle multiple assignments


• Knowledge of ABI or  other timekeeping system strongly preferred


• Supervisory experience preferred

• Operate a personal computer using Windows and Microsoft Office software


• Operate portable radio and standard office equipment including copier and fax machine.


• Follow oral and written instructions and communicate effectively with other in both oral and written form


• Ability to train, oversee and direct staff in guest services and relations 


• Capable of working nights, weekends, holidays, and extra hours as needed


• Ability to handle multiple tasks at one time, meet deadlines and function well under pressure


• Desire to deliver exceptional customer service to a varied group of users 


• Work effectively under pressure 


• Maintain an effective working relationship with clients, employees, patrons and others encountered in the course of employment


• Remain flexible and adjust to situations as they occur


• Ability to converse fluently in both English and Spanish preferred