OUR COMMON PURPOSE:
At Enterprise Center & Stifel Theatre, we strive to create an environment that reflects our departments values: Excitement, Excellence and Empathy. With a focus on these core values, we are committed to achieving our mission of “Delivering Memorable Moments” for our guests, clients, staff, and community.

SUMMARY:
The Director of Guest Experience is the gatekeeper for providing a world class entertainment
experience. This dynamic leader will be responsible for developing and executing all Guest
Experience plans for events. They will support the overall business objectives of Enterprise Center &
Stifel Theatre. They will be a change agent with performance management experience and a strong
passion to deliver operational excellence. This individual is a natural integrator and solution-oriented
leader who has experience driving and motivating results with large teams.

ESSENTIAL DUTIES:

Enforce a vibrant guest-focused culture by rallying key stakeholders, facility employees, and business partners.
Mentor GE managers and model how to maintain safety of all guests, staff, clients, and performers in our venues.
Direct GE staff in managing large crowds under constantly changing event environments.
Support the Guest Experience department via encouraging and tactful leadership, training, support, and guidance.
Have oversight of staff & NPO recruiting, onboarding, training, and recognition programs.
Have oversight of expenses within annual approved GE budget including but not limited to, researching, reviewing, recommending trainings, uniforms, equipment, materials, and supplies required for the GE department.
Facilitate a strong working relationship with the People & Culture department to ensure the GE team is able to recruit, interview, select, and train GE staff according to established guidelines.
Plan and lead weekly/monthly GE meetings to insure smooth coordination of events and procedures.
Equip & empower the GE managers to lead, coach, mentor, and manage GE staff.

OTHER RESPONSIBILITIES:

Ensure compliance and administration of union labor contract and negotiate future contracts.
When necessary, enforce venue rules, regulations, policies, and procedures.
Ensure compliance with American with Disabilities Act (ADA) during events.
Have a pro-active approach to prevent negative guest experiences.
Resolve any escalated guest complaints/concerns.
Prevent/resolve staff related issues by working in conjunction with the People & Culture department, GE Leadership team, Union representatives, and the staff members.
Position requires ability to work a flexible schedule, including evenings, weekends, and holidays.
Must be able to perform in a fast-paced and dynamic work environment.
Other duties as assigned.

EDUCATION/EXPERIENCE REQUIREMENTS:

4 yr. college degree in sports and entertainment and 3 years related management experience or
- 5+ years of senior level leadership and management experience or
- A Guest Experience subject matter expert with a minimum of 7 years related work experience in a sports/entertainment venue.
Proficient in Word, Excel, Power Point, ISS 24/7, Paycor, etc.
Excellent customer service skills.
Enthusiastic leader with skills in hiring, training, scheduling, managing, and motivating a large part time staff.
Strong observation skills and desire to be proactive addressing guest and staff needs.
Creative problem-solving skills.
Strong interpersonal skills including the ability to work in a team environment.
Ability to work with a diverse population.
Excellent oral and written communication skills.
Strong organization and time management skills.

CONTINUING EDUCATION:

Attend budgeted yearly leadership and venue management trainings.
Attend budgeted yearly management, safety, and service-oriented trainings.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

Director, Guest Experience