Role description
Position Summary: The Manager of Guest services will be responsible for various responsibilities ranging from overseeing the part-time game day staff, stadium tours, and ensuring that we provide the best-in-class guest experience. Essential Duties Responsibilities:Hire, train and oversee the Fan Ambassador team for Inter Miami CF each season.Create and distribute training to all game day staff (i.e. Fan Ambassadors, Ticket Office Representatives, Partnership Ambassadors, and third party game day staff vendors).Oversee and schedule the appropriate number of game day Fan Ambassadors.Create and implement an incentive and recognition program for all of game day staff.Directs game day employees to strategically enhance the guest experience for 40+ events per year.Facilitate a strong relationship with Human Resources to ensure the Guest Services team can recruit, interview, select and train all front-of-house staff according to established guidelines.Works closely with Director of Security and Director of Operations to help create and oversee best Guest Service policies and practices for DRV PNK Stadium.Create reporting procedures to help review and analyze guest feedback, identify trends, and data analytics for process improvements for both guest experience and operational improvements.Works closely with all departments and business lines to address guests both proactively and reactively. Develops and maintains effective working relationships with clients, partners, and all Stakeholders.Resolves any escalated complaints/concerns.Work closely with SVP of Facilities Revenues Operations in overview of 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.Plan and lead operational meeting as required, ensuring smooth coordination of Guest Services.Ensure compliance with American with Disabilities Act (ADA) during events.All other duties as assigned. Qualifications:Bachelor's Degree in Sport/Event Management, Hospitality, Training Education, or Business Administration or an equivalent combination of education and experience in the field.Minimum 4 years' of experience managing guest service experience programs in a large-scale event setting.This individual is a natural integrator and solution oriented who has experience driving and motivating results with large staffing departments.Experience in event planning and/or event execution experience in sports/live entertainment facility.Passion for providing the highest quality service and puts guest's needs before their own needs first.Must be a creative problem solver who can identify solutions and address guest concerns efficiently and professionally while remaining calm under pressure.Must be adaptable with the ability to work under pressure to meet deadlines.Ability to create and manage a collaborative and diverse workforce.Strong verbal and written communication skills, with an expert ability to present and communicate new ideas and concepts.Experience servicing various stakeholders and demographics.Ability to manage multiple tasks and prioritize needs efficiently.Proficient in all Microsoft Office skills, including Word, Excel, PowerPoint, etc.Ability to work in a fast-paced environment and make quick decisions using sound judgment.Possess exceptional interpersonal, verbal and written communication skills and strong attention to detail.Strong organizational and personnel management skills.Bilingual (English and Spanish) fluency required.Ability to work extended hours and weekends and holidays when required. Compensation:Inter Miami CF offers a competitive compensation package, medical, dental, vision, disability insurance, life insurance and 401k retirement plan. All applicants must pass a pre-employment background check. Equal Opportunity StatementInter Miami CF is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, protected veteran status, disability status, or any other characteristic protected by law.
