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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

Requirements:

  • 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.

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