Manager, Guest Services

This position has been filled - Job#: 453372919

Job Summary

• Stadium Operations lead in the investigation and resolution of customer concerns and complaints with an emphasis on resolving issues and fan recovery event day
  • Make decisive and immediate decisions that enhance the fan experience
  • First line for solving fan needs, concerns, and direction for mutual satisfaction
  • Follow up with fans after contact to ensure complete guest recovery
• Work closely with Membership Services and Premium Sales staffs to ensure fans have the best possible experience at FirstEnergy Stadium and issues are resolved quickly, ideally on gameday
• Implement new and proven methods of guest service, crowd management and training to ensure preparedness of staffs and the safety and comfort of fans
• Constantly look for ways to improve staff performance, training programs, lines of communication and service to the guests. Seek new methods and technology to improve the department’s vision.