Title: Director, Guest Experience
Class: Full-time, Salary, Exempt
Reports to: Vice President, Arena Experience
Location: Fiserv Forum
The Milwaukee Bucks are looking for dedicated people who accept diversity, equity & inclusion in a workplace where everyone feels valued and encouraged.
It all begins with outstanding talent, It all begins with YOU! #FearTheDeer
What We Offer:
- Comprehensive health benefits including medical, dental, and vision plans, as well as mental health resources
- Pet Insurance
- 8 weeks of paid time off for parents to welcome newborns, adopted and foster children
- Unlimited PTO
- Professional Development through our internal learning & development program - Antler Academy
- Employee Resource Groups
- Milwaukee Bucks and NBA League Discounts
- Company Paid Parking and Phone Allowance
Summary:
The Director, Guest Experience is responsible for ensuring that all guests and team members receive world class service when visiting Fiserv Forum. Under the direction of the Vice President, Arena Experience the Director leads all aspects of the day-to-day and event operations of the Guest Experience department ensuring the safety and comfort for all through strong training programs, policies, and procedures.
Key Responsibilities:
- Provides world class service to all guests visiting Fiserv Forum.
Guest Experience:
- Uses guest service and safety standard processes to investigate and recover service concerns in person, via phone and email as necessary and responses appropriately.
- Applying service strategy, develops and maintains secret shopper program to test team member performance and review guest policies.
- Analyses secret shopper, red team, guest feedback and surveys information to suggest service and Guest Experience department event operational improvements.
- Advances guests matters as appropriate to senior leadership and collaborators.
Team Member Management:
- Operationalizes safety and service strategy from Vice President, Arena Experience to empower team members to provide world class service, safety, and meet organizational goals.
- Champions a fun and fulfilling work environment for team members.
- Ensures fair, consistent, and timely enforcement of policies and procedures.
- Effectively communicates with frontline team members to establish policies, procedures, standards, expectations, goals, and objectives.
- Conducts ongoing performance coaching and evaluation, identifying growth opportunities.
- In tandem with the Human Resources team, ensures the department is in full compliance with collective bargaining agreement, and any state or federal labor laws.
- Conducts team member investigations as appropriate, supports and provides guidance to department management and supervisors on coaching and counseling issues.
Recruitment & Training:
- Develops annual department training and staffing plan based on service strategy, event budget and staffing matrix in collaboration with Vice President, Arena Experience.
- Identifies appropriate staffing levels, recruitment processes and desired target areas to maintain the highest level of retention and service.
- Recruits, hires, and conducts interviews as needed.
- Develops, maintains, and facilitates (as appropriate) department new hire and veteran training programs, crafts specialty training programs for supervisors, specialty positions and team member development opportunities.
- Supports the Vice President, Arena Experience on the delivery of STAGE training and program awareness, recommends improvements and opportunities.
- Is responsible for the supervisor development plan, identifying and growing a strong and encouraging leadership team. Crafts evaluation metrics to supervise progress.
Event Management:
- Collaborates with Event Operations and Event Sales departments on the creation of event staffing budgets, plans, and templates.
- Maintains emergency preparedness, has a solid understanding of all applicable safety regulations and security procedures for the Fiserv Forum. Collaborates with Security Department to ensure Guest Experience management team has solid understanding and tools to operationalize safety and emergency plans.
- Conducts safety and service assessments of the venue.
- Leads investigations into Team member and guest issues as appropriate.
- Conducts walks throughout events to verify facility and team are guest ready and providing world class service.
- Evaluates crowd management plans for all events ensuring event’s unique needs and accurate contingencies are in place.
- Serves as department event lead as appropriate, ensuring all event procedures are followed.
Administrative:
- Collaborates with the Vice President, Arena Experience on the creation of the department budget, finds opportunities for improved resource efficiency.
- Maintains and supervises approved budget, creating budget reports and forecasts as appropriate.
- Assist in the review and implementation of crisis and emergency management practices including training and frequent policy revisions and updates.
- Directs the creation/upkeep of department standard operating procedures, service guides, post orders, and plans.
- Reviews and approves department payroll.
- Performs all other duties as assigned.
Qualifications:
- Minimum of 5-7 years leadership experience leading teams of both full time and frontline event staff.
- Minimum eight years of public assembly or sports venue experience.
- Public safety or event security experience preferred.
- Certifications in CERT Infrastructure, IAVM and Crowd Management
- IAVM Venue Management School and/or Academy of Venue Safety and Security graduate preferred.
- Extensive knowledge of current trends and developments in the field of criminal justice, event security and venue security.
- Exceptional customer service and leadership skills, including but not limited to de-escalation, service recovery, coaching, people management, recruitment, training, and the ability to motivate a diverse workforce.
- Must possess strong problem solving, analysis and communication skills, both in written and oral.
- Self-starter able to take projects and assignments from concept to completion.
- Ability to read, interpret, update, and create training programs utilizing documents such as strategy documents, safety rules, operating and maintenance guides, application instructions, and procedure manuals.
- Working knowledge of guest service and event best practices and near misses.
- Working knowledge of Microsoft Office Suite.
- Minimum four-year college degree or equivalent experience.
- Must be available to varied schedule including, nights, weekends, and holidays.
All offers for employment with the Milwaukee Bucks are contingent upon the candidate having successfully completed a criminal background check. We will consider people with criminal histories in a manner consistent with the requirements of applicable local, state, and Federal laws.
The Milwaukee Bucks is an Affirmative Action and Equal Opportunity Employer, Ethnic Minority/Women/Disabled/Veteran/Gender Identity/Sexual Orientation.
We provide our employees with a robust employee benefits plan that focuses on the mental and physical wellness of our team. We strive to offer a flexible work environment that allows our team members to be productive in both their work and home lives.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
