Director of Guest Services

Job Summary

The Director of Guest Services is responsible for directing the Stadium guest services team and working with the guest service staffing provider to ensure the highest quality guest experience at all  Stadium events. The incumbent will be responsible for the planning, monitoring, directing, and quality assurance of the Guest Services department and provider, and managing a team of both full and part-time team members.
 

• Effectively manage Guest Services department, as well as provide necessary leadership, training, support, and guidance.  Empower supervisory team to lead, coach, mentor, and discipline personnel as deemed necessary.


• Serve as a senior escalation point to guest inquiries, concerns, and/or complaints.  Prevent future issues by examining all past situations and maintaining a pro-active thought process.


• Implement facility rules, regulations, policies and procedures. Sets protocols to assist guests with special needs and ensure compliance with American with Disabilities Act (ADA) during events.

• Oversee the management & execution of the departmental budget and business plan. Prepare and maintain expenses within annual approved department budget including but not limited to researching, reviewing, and recommending training, uniforms, equipment, materials, and supplies required for the Guest Services department.


• Recruit, interview, select, and train Guest Services staff according to established guidelines. Build and deliver effective guest services trainings to stakeholders throughout the year


• Establish highly effective working partnerships with the stadium’s partners, to include venue management, food & beverage, janitorial, security, merchandising, operations, etc. Establish positive and collaborative relationships with tenants and clients.

• A minimum education level of:  BA/BS Degree (4-year) (Advanced Degree Preferred).


• A minimum of 7-10 years of related work experience in customer/guest service experience in a sports/live entertainment facility (i.e. theatre, arena, sports venue, concert venue, stadium). 


• Experience in event planning and/or event execution experience in sports/live entertainment facility.


• 5+ years of experience creating and teaching/delivering effective employee training programs, preferably in the area of customer service.


• Effectiveness in communicating with large audiences.


• Demonstrated skills working well with others and building/maintaining relationships.


• Capable of working in a fast-paced environment. 


• Ability to work under pressure, recognize problems and find solutions. 


• Ability to multi-task and handle a variety of day-to-day tasks. 


• Ability to work long irregular hours for an extended period as dictated by events and schedule which may include weekends and holidays. 


• Must have excellent communication skills, both written and verbal.