JOB TITLE: Manager, Guest Experience
REPORTING TO: Director, Guest Experience
DEPARTMENT: Stadium Operations
LOCATION: New York, NY (Through Q1 2027), Queens, NY (Q2 2027 and beyond)
POSITION OVERVIEW
The Manager, Guest Experience, will help support the development, implementation, and day-to-day operations of the stadium's Guest Experience program. This position will play a key role in ensuring consistent execution of Etihad Park’s service standards across all events and creating a welcoming, inclusive environment for every guest.
In conjunction with the Director, the Manager will be involved in training, scheduling, communicating, event preparation, gathering guest feedback, and administrative processes for event-day Guest Experience workforce, including ticket takers, ushers, and other guest-facing personnel. As part of the opening team for Etihad Park, this role will also have a unique opportunity to help build the Guest Experience program from the ground up, including developing procedures, training programs, service standards, and team culture.
The ideal candidate is highly organized, outgoing, comfortable working in a fast-paced event environment, and motivated by creating exceptional experiences for both guests and employees.
WHAT YOU'LL DO
Strategic & Functional Responsibilities
- Support the Director, Guest Experience in implementing the stadium's overall Guest Experience strategy, service philosophy, and operating standards.
- Develop and main policies, procedures, SOP’s, checklists, and event-day documentation.
- Coordinate Guest Experience requirements for all major events and stadium programming.
- Support event planning by developing staffing plans, deployment documents, briefing materials, event-day assignments, and other operational resources.
- Track event-day staffing levels, call times, assignments, attendance, and other workforce information to ensure appropriate coverage and adjustments as needed
- Lead onboarding, orientation, and training programs for Guest Experience staff.
- Help administer recognition programs designed to create a strong culture.
- Support services, including but not limited to, accessibility services, family services, sensory services, lost and found, wayfinding, and guest issue resolution.
- Manage Guest Experience supplies, uniforms, equipment, and other operational resources.
- Support tracking of guest feedback, surveys, complaints, compliments, and operational observations.
- Track Guest Experience KPIs and prepare event recaps, dashboards, reports, and recommendations.
- Manage overall supplies and uniform orders and checkout.
- Identify opportunities to improve processes, guest touchpoints, and event-day execution.
Leadership & Collaboration Responsibilities
- Serve as a key day-to-day support to the Director, Guest Experience and assist with executing departmental priorities.
- Build positive working relationships with Guest Experience staff to help establish a strong sense of team and service culture.
- Serve as a consistent point of contact for the stadium's Guest Experience team on scheduling, training, event information, and administrative needs.
- Partner closely with other Stadium departments to support a seamless guest journey.
- Participate in event planning meetings and communicate relevant information, changes, and expectations to the Guest Experience team.
- Support pre-event briefings and ensure supervisors and frontline personnel have the information necessary to successfully perform their roles.
- Manage part-time event day staff.
- ·Reinforce stadium service standards, policies, expectations, and behaviors with both full and part-time staff.
Decision-Making & Accountability
- Take ownership of assigned Guest Experience programs, projects, and event-day responsibilities and ensure deliverables are completed accurately and on time.
- Monitor event-day Guest Experience operations and identify issues requiring immediate attention or escalation.
- Assist with guest complaints and service recovery situations in line with stadium service standards.
- Ensure accurate tracking and documentation of staffing, guest incidents, service recovery matters, and departmental activities.
- Follow up on after action and ensure identified Guest Experience improvements are incorporated into future events.
- Exercise sound judgment when handling sensitive guest, employee, and business information.
WHAT YOU'LL BRING
Required Qualifications
- Bachelor’s degree, ideally in Hospitality Management, Sports Management, Event Management, or a related field preferred or equivalent experience
- Minimum of 1-3 years of experience in guest services, hospitality, event operations, sports, entertainment, attractions, or a comparable customer-facing environment.
- Previous experience in a stadium, arena, entertainment venue, convention center, theme park, hotel or other high-volume guest environment preferred.
- Experience supporting large event day or hourly workforces.
- Demonstrated passion for service industry and delivering exceptional guest experiences.
- Strong organizational and project coordination skills with exceptional attention to detail.
- Ability to manage multiple events, projects, deadlines, and priorities simultaneously.
- Strong written and verbal communication skills with the ability to communicate effectively with frontline staff, vendors, colleagues, and leadership.
- Ability to build strong relationships and work collaboratively across multiple departments.
- Strong problem-solving skills and the ability to remain calm, professional, and solutions-oriented in a fast-paced event environment.
- Working knowledge of accessibility and inclusive guest experience practices preferred.
- Proficiency with Microsoft Office, including Excel, Word, PowerPoint, Outlook, and Teams.
ADDITIONAL REQUIREMENTS
- Ability to work a flexible schedule including nights, weekends, holidays, and extended hours based on the stadium's event calendar.
- Ability to comply with MLS Safety and Well-Being policies and all applicable safeguarding requirements.
- Travel requirements (if applicable).
- Physical requirements (if applicable).
COMPENSATION
This exempt position has an estimated $75,000 annual base salary range and is not overtime eligible. Final compensation offer amounts are based on a wide array of factors unique to each candidate, including but not limited to demonstrated skill set, years and depth of relevant experience, and some role-dependent factors such as certifications and software expertise. We welcome direct conversations with each candidate about compensation in all of our initial calls.
WHAT WE OFFER
- Health, dental, and vision insurance options.
- Competitive benefits, including parental leave.
- Commuter benefits, pet insurance, gym membership, and Citi Bike discounts.
- Wellness programs supporting physical and mental well-being.
- Four complimentary tickets to every NYCFC home match.
- Team outings and annual staff gatherings.
- A dynamic and ambitious work environment.
NEW YORK CITY FOOTBALL CLUB OVERVIEW:
At New York City FC, we are on a mission to build New York City into one of the soccer capitals of the world. The Club is the first and only Major League Soccer team located within the five boroughs and is building Etihad Park, New York City’s first soccer-specific stadium, set to open in 2027.
New York City FC is also one of 12 clubs comprising City Football Group and counts Manchester City FC, Melbourne City FC, Montevideo City Torque, Girona FC, Shenzhen Peng City FC, Lommel SK, ESTAC Troyes, Palermo FC, Bahia, Yokohama F. Marinos, and Club Bolívar among its sister clubs. To learn more about New York City FC and Etihad Park, visit www.newyorkcityfc.com.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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