Director, Guest Services - San Francisco 49ers (Santa Clara · CA)

San Francisco 49ers jobs
Sports Jobs in Santa Clara · CA
Facility Operations/Event Staff: Event Guest Relations
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We are seeking a Director, Guest Services to join our team.  The Director, Guest Services is responsible for the overall management of the Guest Services department as relates to providing excellent customer service to all internal and external customers, training of all event staff members, and front-of-house operations such as ticket taking, ushering, mobility services, crowd management and all other guest services related functions. 

Responsibilities and Duties:
  • Responsible for providing high level of customer service to staff, playmakers, and  customers. 
  • Helps develop and implement the organization’s service principles and values.
  • Supervises full time staff that oversee 700+ part-time guest services staff members.
  • Review and investigate incident reports and execute follow-up of guest service issues.
  • Provides leadership and strategic direction to successfully execute staff hiring, training, rewards and recognition, scheduling, deployment, and event staff management.
  • Directs departmental projects and initiatives, including but not limited to, event staff training, special events staffing and deployments, benchmarking, and communication.
  •  Implements, evaluates, and maintains a central data bank (CRM System) for capturing and responding to guest comments, feedback, commendations, and suggestions.
  • Provides leadership in the development, production and distribution of facility guides, event staff handbooks, and training playbooks.
  • Manages appropriate staffing and execution of Guest Services and event day budgets. Enhances and develops a best practices staff training manual with various playmaker training initiatives including Levy, Fanatics, Landmark, ABM, and other stadium service providers. 
  • Facilitates special programs and best practices to successfully evaluate and measure the performance of staff, contractors, and vendors performing service during an event.
  • Other duties as assigned. 
Required Abilities and Skills:
  • Communicates orally and in writing in a clear, concise and impartial manner.
  • Organizational skills with the ability to manage time effectively, while balancing and prioritizing multiple or competing tasks.
  • Able to communicate confidently and competently to all types of audiences within a variety of delivery methods.
  • Ability to create a relationship of trust and loyalty by delivering accessible, efficient, and reliable services and products for internal and external stakeholders.
  • Ability to resolve guest concerns expeditiously and independently. 
  • High attention to detail and commitment to accuracy.
  • High aptitude for public speaking and training of large groups of staff.    
  • Demonstrated skill in building, motivating, and retaining high-performance teams.
  • Ability to initiate, design, plan, execute, monitor and evaluate outcomes of a project or initiative.

Education and Experience:
  • Bachelor’s degree or equivalent degree and at least 8-10 years’ experience; or an equivalent combination of education and experience.
  • Experience in large venue event management and guest services, including direct supervision of full-time personnel, 
  • Experience leading a department and managing/owning a budget required.
  •  Experience with deployments and redeployments required.
  • Experience managing full-time staff and 200+ part-time/seasonal staff members required
  • ADA guest services training experience. 
  •  Knowledge of large venue event planning, stadium or venue staff deployment and recruiting experience. 
  • Experience with Microsoft Suite including Excel, Outlook, PowerPoint & Word. 
  • Experience with ABI Mastermind or equivalent payroll & scheduling system.
  • Experience with procurement strongly desirable.

Physical Demands and Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. 

The employee will be sitting in a typical office environment the majority of the time and may be exposed to outdoor weather conditions. 

The employee is frequently required to sit, use hands or fingers, handle or feel objects, tools, or controls and reach with hands and arms. The employee is regularly required to talk or hear. The employee is occasionally required to stand, walk and lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.

This position requires the ability to work extended hours, including evenings, weekends, and holidays as needed.

0% local travel time expected for the position.