Position Overview:
The Guest Experience Manager will play a key role in overseeing and managing all aspects of the GEODIS Park stadium guest experience operation. This individual must demonstrate exceptional leadership and interpersonal communication skills while engaging with guests and coordinating with staff on event days. The Guest Experience Manager will lead efforts to continuously enhance the guest experience at GEODIS Park through a commitment to service excellence, creative problem-solving, and meticulous attention to detail. Maintaining a calm and patient demeanor, along with a genuine dedication to delivering exceptional experiences for both guests and staff, is essential to upholding GEODIS Park's reputation as a premier destination for unparalleled guest service. The Guest Experience Manager will report directly to the Director of Guest Experience.
Roles and Responsibilities:
- Provide leadership and guidance to the Event-Day Guest Experience team of GEODIS Park.
- Assist in the hiring and training efforts of Guest Experience Staff Members.
- Assist with job fair preparation, set-up, and hiring for all GEODIS Park event-day roles.
- Assist in onboarding, training, and running Event Day Staff Orientation and other teaching sessions as needed.
- Respond to in-event guest challenges and ensure swift and appropriate service recovery.
- Oversee GEODIS Park guest experience programs and initiatives; including the ADA/ Wheelchair Program, Designated Driver Program, KultureCity, and Lost & Found Program
- Utilize the GEODIS Park Incident Management Program by:
- Entering guest incidents into the system.
- Follow up with guests on incidents or delegate to individual departments as needed.
- Incident tracking produce reports that identify trends and areas for improvement.
- Ensure that all positive guest feedback is recognized, and that coaching/action plans are developed in areas of need.
- Work with the Guest Experience Director to ensure building and event-day execution of the stadium Recognition Programs and Initiatives.
- Partner with Guest Experience Director to assist in the operation of the GEODIS Park Tour Program; actively monitoring requests, assisting with bookings, staffing, and hosting.
- Take point on scheduling and staffing Event Day Guest Experience Staff Members for all events, private and major, that take place at GEODIS Park.
- Responsible for tracking all Event Day Guest Experience Staff Members time and processing bi-weekly payroll to ensure accuracy.
- Oversee all Uniform inventory, distribution, and maintenance for all Nashville SC|GEODIS Park Event-Day Staff.
Qualifications and Education Requirements
- Minimum high school diploma or GED required.
- Minimum 1-2 years of experience in a customer service-related field with emphasis on work in the sports or hospitality industry.
- Team player with a positive attitude, professionalism, resourcefulness, integrity, motivation, and a strong work ethic.
- High Proficiency in Microsoft products including Word, Excel, Publisher, PowerPoint; Project.
- High level computer literacy comfortable utilizing multiple online programs.
- Comfortable speaking and presenting in front of large groups.
- Excellent written and oral communication skills.
- Ability to work flexible hours, including evenings, weekends, and holidays.
- Qualified Promise Zone residents given priority treatment.