Job Title: Guest Services Manager Department: Guest Services Reports To: Director of Guest Services FLSA Status: Exempt SUMMARY Responsible for achieving professional delivery of world-class guest service for all events at Lumen Field, Lumen Field Event Center and WAMU Theater. The Guest Services Manager is responsible for managing and supervising all aspects of the Guest Services operation on the Lumen Field campus. This position will be responsible for providing managerial support to our Guest Services staff and consistently motivating all Teammates to provide best in class service to every guest, client and fellow Teammate. Under the leadership of the Director of Guest Services, this position will also oversee the Lumen Field tour program, which operates both public and private groups during the calendar year. This is a full-time exempt position, overseeing events and Teammates, requiring at times to work extended hours including evenings, weekends and holidays. ESSENTIAL DUTIES AND RESPONSIBILITIES
Contribute to the development and consistent implementation of a best-in-class guest service program that focuses on Raising the Game through a proactive service philosophy, empowerment of employees and maintaining organizational principles and values
Supervise and coach part-time guest services staff with the goal of achieving the highest level of performance and service
Serve as Guest Services Manager on Duty (MOD) with direct oversight of all department operations at Seahawks games, Sounders and Reign FC matches, WAMU Theater and stadium concerts, Lumen Field Event Center events and other events as deemed necessary by the Director of Guest Services
Praise, counsel and discipline Guest Services stadium staff. Submit staff notes and complete termination paperwork as necessary. Hold Guest Services staff members to the highest stadium standards
Ensure clear communication and distribution of relevant information to internal stakeholders and Teammates through the department website, event resources, as well as other related mediums
Maintain open lines of communication with the event staff, including managing the Guest Services Teammate website, sharing event specific details and assisting with the Guest Services email account
Implement changes and ideas after evaluating post event Captain’s reports
Manage the Lumen Field tour program including hiring, training and coaching of tour guides, ensuring a quality tour experience, as well as collaborating on an innovative marketing campaign
Partner with the Training and Employee Experience Manager and Director of Guest Services to develop and sustain universal Teammate recognition programs providing event staff engagement opportunities and other initiatives to positively impact the Lumen Field experience
Consult with Training and Employee Experience Manager to develop robust and relevant training program (both on-line and in-person) that enlightens and empowers Teammates in their job responsibilities and service delivery
Function as primary contact for all customer service inquiries and feedback. These responsibilities include timely responses to Lumen Field customer service emails, adhering to standard operating procedures for guest recovery initiatives and working with other departments as needed
Manage the stadium Wardrobe Distribution Center including staffing, procurement and inventory of uniforms and overall uniform distribution operations
Assist with onboarding new employees by communicating first shift information, team assignments and other essential information
Other duties and responsibilities as assigned by the Director of Guest Services
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Strong written and verbal communication skills, with the ability to effectively communicate with front line employees, leadership, guests and internal stakeholders
Demonstrated ability to deliver exceptional customer service, resolve complex guest concerns and implement service recovery strategies while maintaining a positive guest experience
Demonstrated ability to handle sensitive and confidential information with professionalism, discretion, sound judgement and integrity
Experience supervising, coaching, developing and managing employees, including providing feedback, addressing employee concerns and administering corrective action
Demonstrated ability to adapt to changing priorities, operational demands and evolving responsibilities while maintaining a high level of performance in a fast-paced environment
Exceptional attention to detail with a proven ability to produce accurate, thorough and high-quality reports, documentation and communications
Strong organizational and time management skills, with a demonstrated ability to manage competing priorities, meet deadlines and effectively balance multiple responsibilities in a dynamic work environment
Experience developing, implementing or facilitating employee training programs, onboarding initiatives and employee recognition efforts
Experience working with and managing unionized staff preferred
Must pass pre-employment background check
EDUCATION and/or EXPERIENCE
Bachelor's degree, preferably in sports/entertainment management or business
At least three to five years of full-time guest service experience in a managerial capacity in a stadium or arena
Experience in a sports and entertainment facility or other hospitality-oriented business such as theme parks, hotels or airlines required
SUPERVISORY RESPONSIBILITIES
Support 600+ union part-time employees who fall under the Guest Services department. Carry out supervisory responsibilities in accordance with the organization's policies, applicable laws and the CBA. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
WORK ENVIRONMENT AND PHYSICAL DEMANDS The work environment and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Will at times be exposed to varied weather conditions
During event days long periods of walking and standing are required as well as walking long distances
Regularly required to use hands and fingers
Required to reach with hands and arms
Required to stand, sit, stoop, kneel, crouch and crawl
Required to lift 15 pounds
The ability to focus, peripheral vision and close vision
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified. COMPENSATION AND BENEFITS
The salary range for this position is: $85,000 – $93,000. The salary range applies to the current posting. The posted salary range may vary based on key factors including, but not limited to, education, job-related knowledge, experience and skill set.