The Tennessee Titans strive to be an ELITE franchise in the National Football League, excelling both on and off the field. Our mission is to win, serve, and entertain our fans, community and one another by living through our values in everything we do. We value Excellence, Leadership, Improvement, Teamwork, and Execution.
The Tennessee Titans are seeking a dynamic, high energy and dedicated Guest Experience Manager. The mission of the Stadium Experience team is to create a famously exceptional guest experience and lasting memories for all guests visiting Nissan Stadium. The Guest Experience Manager will lead efforts related to guest experience at Nissan Stadium, including guest communication and resolution. The Manager will proactively build upon guest feedback and data analytics to continuously implement process improvement measures.
Responsibilities:
- Evaluate and continually develop the communication and offerings of all stadium accommodation initiatives including but not limited to ADA programs, Mother’s Lounges, Sensory Inclusion, Meditation Room, Event Day Transportation, Fan Services Booths and Window Locations, Signage & Wayfinding
- Oversee the fulfillment of staffing requests for special events and tours at Nissan Stadium; this includes scheduling and invoicing while adhering to budgetary guidelines
- Lead the hiring and training for Fan Services Stadium Ambassador’s including developing programming and responsibilities
- Curate and continually refine training content for event day staff and vendors
- Assist with event guest communications including Know Before You Go e-mails, social media postings and event reference sheets
- Maintain up-to-date guest information (A-Z Guide, Accessibility, etc.) on the Tennessee Titans and Nissan Stadium websites
- Analyze post-event feedback and incident reports; follow up with appropriate parties as necessary
- Collaborate and support productive working relationships with stadium vendors and other third-party entities
- Assist in the strategy of new stadium accommodations and offerings
Qualifications:
- High School Diploma required. Bachelor’s Degree in Business Administration, Sports Management, Hospitality or related field preferred
- 4-6 years of experience in guest services, customer service, or similar role preferred. Direct experience within a sports or large entertainment venue is a plus
- 2-3 years of experience in supervisory or management capacity preferred
- Excellent communication skills both written and verbal. Comfortable speaking in front of large crowds frequently
- Exceptional interpersonal skills, maintaining a professional demeanor when interacting with team members, vendors and the public at large
- Exceptional problem-solving and customer services skills
- Strong organizational and time management skills with ability to prioritize and manage multiple tasks, especially in a fast-paced environment
- Willingness to work non-traditional hours including nights, weekends and holidays
NO PHONE CALLS OR EMAILS, PLEASE. Unfortunately, we are unable to update candidates on the status of their applications. Those selected for further consideration will be contacted by someone from the Tennessee Titans.
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.
