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Director-Guest Experience - Kansas City Royals (Kansas City · MO)

Kansas City Royals jobs
Sports Jobs in Kansas City · MO
Facility Operations/Event Staff: Event Guest Relations
*In order to be considered for this role, after clicking "apply now" above and being redirected, you must fully complete the application process on the follow-up screen. *

Job Summary: This position is responsible for overseeing the Guest Relations and Fan Services programs and personnel for the Kansas City Royals. This includes successfully executing stadium events, hiring, training and supervising 300+ active game day staff members, overseeing the personnel and operational activities relating to game day activities and outside events, evaluating and maintaining the Guest Services Program and training all departments within the organization on this program.

  • Responsible for the recruitment process for part time game day staff which includes maintaining job descriptions of game day staff and interviewing and assisting in the hiring process for all game day staff.
  • Develop, Execute and evaluate the training program for game day staff so that the training is effective and meets the needs of our fans/guests
  • Train and counsel full time and part time game day employees
  • Oversee the guest relations and fan service personnel and operational activities relating to game day activities and outside events
  • Continually evaluate and develop the Guest Services Program by monitoring the changing needs of our fans/guests
  • Personally resolve fan conflicts by responding to guest service complaints
  • Establish and monitor goals & objectives with all areas of fan services and fan experience
  • Personally resolve fan conflicts by responding to guest service complaints
  • Responsible for game day supervision of all guest service personnel
  • Develop and execute event staff recognition programs
  • Create and maintain department budget
  • Follow up with fans who are injured at games
  • Other duties as assigned
  • Bachelor’s Degree or equivalent work experience in Hospitality related field or Sport Administration
  • 5 years’ experience in the hospitality field, Customer and guest relations
  • 3 years supervisory experience preferred
  • Proficient in Microsoft applications including Word, Excel, & PowerPoint
  • Experience with ABI Payroll System preferred
  • Strong time management & organizational skills
  • Effective writing, telephone & verbal communication skills
  • Able to work independently or in a team environment & prioritize and handle multiple projects
  • Able to work in high-pressure environment
  • Possess a superb professional attitude that is customer service oriented
  • Available to work flexible hours to include holidays, weekends, evenings & game events