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SUMMARY: The Manager of Guest Experience is responsible for leading a team of full-time and event-day team members as well as the Guest Experience event-day operations and logistics for all events at Hard Rock Stadium. The ideal candidate is a team-oriented leader who will work closely with internal departments and stadium service partners focusing on our common goal of fostering a world-class guest and fan experience.

ESSENTIAL JOB FUNCTIONS

  • Lead Guest Experience event-day staff recruiting, hiring, onboarding, and training

  • Responsible for development and execution of budgets and staffing plans for all Hard Rock Stadium events

  • Oversee and provide direct leadership to event-day staff team captains and team leaders

  • Oversee operational elements including bag check program, lost & found, golf cart rentals and maintenance, and event-specific signage

  • Lead department transition from Excel to Microsoft Dynamics for all event-day staff record keeping (email & text program, contact info, success tracking, incidents, special occasions, etc.)

  • Utilize PowerPoint, SkyPrep and other programs to develop and deliver onboarding, customer service and on-the-job trainings for Guest Experience and other departments with event-day staff

  • Review, approve and send all event-day staff communication

  • Review and respond thoughtfully to all fan feedback submissions

  • Analyze Secret Shopper and NFL Voice of the Fan reports to identify areas of improvement as it relates to the event day guest experience. Provide feedback and results to other departments and stadium partners (Entertainment, Parking, IT, Ticketing, F&B, Security, Housekeeping)

  • Serve as liaison for Hard Rock Stadium ADA policies, procedures, and operations following ADA certification

  • Manage department payroll including approving FT & PT payroll bi-weekly, troubleshooting issues, and delegating special tasks/projects as needed

JOB REQUIREMENTS

  • College graduate with minimum of 3 years customer service experience

  • Managerial and leadership experience preferred

  • Patient and empathetic leader with good listening skills

  • Strong customer service and interpersonal skills, understands the basics of conflict resolution and de-escalation

  • Strong verbal and written communication skills

  • Bilingual English/Spanish a plus

  • Highly organized and able to manage multiple projects

  • Ability to work weekends, nights, and holidays as dictated by event calendar

SYSTEMS QUALIFICATIONS

  • Microsoft Dynamics CRM and Email Designer experience preferred

  • Microsoft Office suite experience required

  • ABI or other scheduling and payroll systems experience preferred

  • VidCruiter or online recruiting and interviewing platforms experience preferred

The Miami Dolphins, Hard Rock Stadium and South Florida Motorsports are proud to be Drug-Free Workplaces. Offers of employment are contingent on successful completion of drug and background screening and, subject to applicable law, compliance with our COVID-19 vaccination policy.

It is the policy of the Company to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, military status, genetic information, sexual orientation, gender identity or expression, or other status protected by applicable federal, state, or local law.

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