Guest Services Manager
The Washington Commanders Team is looking for a driven Guest Services Manager to join our Guest Experience Team as a full-time employee to lead in the development and operation of the Guest Services Program, including training and managing the Guest Services Team on gameday and events at FedExField. We are looking for a dynamic, quick-thinking leader that manage and develop a team while helping create a great guest experience. The Guest Services Manager will also act as the liaison to our gameday staff, partners, and other departments.
Essential Duties and Responsibilities:
Oversee the Guest Services team at FedExField
Training and Development
Work with Director of Guest Experience to develop and create a training program that includes training on Guest Experience and policy and procedures for gameday staff.
Manage Training platform
Development of training experience for all gameday staff
Deliver training to new and returning gameday staff, including all partners
Development of teams and managers
Incentive and Recognition Program
Develop, maintain, and manage stadium wide incentive and recognition program.
Lead communication strategy to gameday staff, partners and other departments
Manage Hiring Events and interviews for new hires
Manage the guest services program and staff on gameday and event days with support from Guest Services Team Members
Create and update Guest Services Policies and Procedures
Manage Game Day Employee Handbook
Responsible for creation and upkeep of proper branding, gameday staff polices and procedures
Review fan feedback and develop plans to adapt to data
Work with other departments to ensure Guest Services are scheduled and trained for other special events
Collaborate with leaders and partners to develop enhancements to improve employee and guest experience
Directly managers all the Guest Services Leadership team as well as a team of 2 Coordinators who will support in managing various gameday teams.
Performs other duties as assigned by members of the leadership team
Must be 18 and over with HS Diploma or GED
Minimum 2+ years in training/development, guest experience and managing hospitality teams
Effective verbal communication skills
Creative, resourceful and an excellent problem solver
Highly organized and motivated to take initiative to develop new experiences
Excellent writing skills
Strong interpersonal skills
Able to stand for long periods of time, walk long distances, and climb stairs
Be a team player who is able to work well in a fast paced environment
If you wish to become a part of this dynamic, fast-paced organization and you
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.