Comcast-Spectacor Careers

Manager, Guest Experience with Wells Fargo Center in Philadelphia, PA

Wells Fargo Center jobs
Sports Jobs in Philadelphia, PA
Facility Operations/Event Staff: Event Guest Relations
  • Responsible for leading the coordination and execution of the Wells Fargo Center Guest Experience Program, Philly PASSION.
  • Design, create and implement a Guest Experience training program for all game day employees.
  • Manage all game-day staff reward and recognition programs.
  • Manage and grow the Happy or Not program, by continuing to connect real time data to appropriate staff across all lines of business to make informed decisions.
  • Measure, analyze and report Guest Experience performance metrics from Secret Shopper Program, Happy or Not, Guest Experience Feedback, Post Event Surveys, and Observations.
  • Define policies, procedures and best practices to advance the quality of the Guest Experience
  • Creates and environment that promotes employee satisfaction, teamwork, performance feedback, recognition, and mutual respect.
  • Be the voice of the guest and evaluate experience during events.
  • Provide insights on key service and guest experience trends.
  • Work closely with all tenants, departments and business partners to ensure consistency in Guest Experience efforts and results.
  • Oversee that all service inquiries are responded to timely and appropriately
  • Work event nights when necessary to ensure a best in class Guest Experience.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. 

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