The Official Site of the Washington Nationals

Careers

Manager, Guest Experience & Ballpark Tours - Washington Nationals (WASHINGTON · DC)

Washington Nationals jobs
Sports Jobs in WASHINGTON · DC
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. *

Summary:
Reporting to the Director, Guest Experience, the Manager, Guest Experience & Ballpark Tours is responsible for assisting in leading the Washington Nationals Guest Experience team, ensuring that each guest at Nationals Park receives the highest level of customer service.  Additionally, the position serves as the game day operations manager for the Guest Experience department. This individual assists in the hiring, training and coordination of the Guest Experience team as well as serves as a coach/mentor to maintain the highest level of customer service throughout Nationals Park. This person provides vision, leadership and direction in all areas of the Guest Experience department.


Essential Duties and Responsibilities:
Guest Experience
  • Serve as primary point of contact for game day staff during all baseball events at Nationals Park.
  • Oversee the Guest Experience Coordinator’s efforts to: 
    • Ensure proper number of staff is scheduled for each event. 
    • Ensure staff is at their post on time, in uniform. 
    • Conduct Supervisor pre shift meeting prior to every event. 
  • Cultivate and implement programs to elevate the employee experience.
  • Conduct mid-season/end of season Employee Evaluations for all Guest Services Supervisors.
  • Solicit guest and employee suggestions, complaints, and comments in order to recommend initiatives designed to enhance customer service and event operations.
  • Coordinate with Human Resources and Director of Guest Experience on employee coaching.
  • Coordinate pre-employment screening requirements including employment eligibility, and background checks with Human Resources.
  • Manage the Team’s Designated Driver Program.
  • Oversight of Lost and Found program; return of items and donations.
  • Provide vision, leadership and direction in all areas of Guest Experience.
  • Serve as the day-to-day manager of operations for all baseball events at Nationals Park.
  • Partner with events team to ensure proper staffing levels are maintained for each non-baseball event.
  • Responsible for all Guest Experience training including oversite, production and facilitation.
  • Conduct monthly Supervisor meetings.
  • Manage Guest Experience payroll and training budget.
  • Create, execute and manage ongoing employee training in conjunction with the Director of Guest Experience; evaluate effectiveness of training.
  • Establish and implement short and long term organizational goals, objectives, strategic plans, policies, standards and operating procedures; monitor and evaluate effectiveness, and effect changes required for improvement that will ensure guests consistently have exceptional experiences at Nationals Park.
  • Solicit guest and employee suggestions, complaints, and comments in order to recommend initiatives designed to enhance customer service and event operations.
  • Work closely with internal partners to develop a training program containing curriculum that will ensure that Guest Experience staff are proficient, service-oriented, performance-driven, and continually striving to improve
  • Establish an effective system for evaluating and continually improving the effectiveness of training programs.
  • Ensure that all training programs adhere to organization-wide values and performance standards.
  • Coordinate pre-employment screening requirements including employment eligibility, and background checks with Human Resources.
  • Manage all direct reports and ensure that all duties assigned to them are properly handled. Ensure that all reports are “coached for success” as needed to maintain the highest level of staff possible.
  • Communicate all information about groups or special guests to the Guest Experience team prior to each game.
  • Ensure all guest experience issues are acknowledged and resolved. Properly and effectively resolve escalated guest experience issues involving guests with diverse backgrounds, interests and concerns with utmost sensitivity, tact, diplomacy, and a global problem-solving emphasis.
  • Define policies, procedures and best practices to advance the quality of guest experience practices within the organization.
  • Assist in oversight of Lost & Found program; participate in return of items, donations and participate in problem solving if necessary.
  • Work swiftly with Legal Department on issues and incidents involving legal liability and represent the club’s interests at all times while assisting guests.
  • Develop creative programs and services that anticipate guests’ and Guest Experience team members’ needs; develop and maintain information sharing processes to ensure staff have access to the most up-to-date information to address questions from various audiences.
Ballpark Tour Management
  • Develop and implement strategic solutions to support the expansion, development and efficient operation of the tour program. Assist in general management of the tour on a day to day basis including promptly responding to incidents as needed.
  • Manage the recruiting, hiring and training of tour guide staff.
  • Increase tour interest through outreach to local organizations and attraction companies.
  • Organize all aspects of ballpark tours.
  • Maintain ballpark tours e-mail and hotline.
  • Implement tour rules and policies.
  • Create content on ballpark tour website.
  • Assist in creation of post-tour surveys and analysis of responses.                                                                                        Budget Management
  • Assist in the preparation of budgets relative to staffing, training, and recruiting of employees.
  • Responsible for suggesting all changes in a timely manner to ensure that they can be reflected in the upcoming year’s budget.
  • Audit game-day costs in real-time in conjunction with the Director.
Staff Management
  • Survey department to determine intern requirements.
  • Responsible for coordinating and managing all departmental interns.
  • Responsible for oversight of game day and event staffing

Training
  • Collaborate with the Director to identify team member training needs.
  • Plan and implement an effective training curriculum
  • Lead all training and development efforts for Guest Experience Game day staff
  • Establish an effective system for evaluating and continually improving the effectiveness of training programs.
  • Facilitate yearly staff assessment
  • Ensure all training programs adhere to organization-wide values and performance standards
  • Develop monitoring system to ensure that all employees are performing job responsibilities according to training guidelines.

Intern Management
  • Survey department to determine intern requirements.
  • Manage the intern work schedule and task assignments.
  • Responsible for hiring, coordinating and managing all departmental interns.

Other
  • Other duties and projects as assigned.

Education and Experience:
Minimum Education and Experience Requirements
  • Bachelor’s degree in hospitality, marketing, sport management, business administration or related field required. Equivalent, relevant work experience may be considered in lieu of formal education.
  • Experience managing large number of employees
  • Previous program development experience, including training, communication and supervision of others
  • 2 years’ experience developing and facilitating trainings for large groups

Preferred:
  • Master’s degree in Sports Management, Business Administration or related field
  • Previous leadership experience in sporting venue, hotel, resort or comparable hospitality environment
  • At least 4 years of hospitality management experience

Knowledge, Skills, and Abilities necessary to perform essential functions
  • Demonstrated ability to identify guest experience strategies and translate them into tactical action plans
  • Exceptional problem solving skills; identifying, collecting, and analyzing relevant information to a problem and create multiple solutions
  • Demonstrated accountability for results with a solid ability to initiate and maintain actions to attain goals regularly monitoring progress
  • Exemplifies a collaborative approach in dealing with management, team members, vendors, and guests. Is respectful of other people’s contributions, and is tactful and sensitive.

Physical/Environmental Requirements
  • Office: Working conditions are normal for an office environment. 
  • Schedule: A flexible schedule is required including the ability to work 81 home games events occurring on weekends, variable shifts, and holidays.
  • Physical: Ability to walk/stand for long periods /navigate in a sports facility setting.

All applicants for employment at the Washington Nationals are required to be fully vaccinated against COVID-19 prior to commencing employment. Applicants who receive a conditional offer of employment will be required to produce proof of vaccination status prior to their first day of employment. Applicants with qualifying disabilities or bona fide religious objections, or who are pregnant, may be exempted from this requirement or otherwise accommodated if they are unable to be vaccinated.