Pittsburgh Steelers
Guest Experience Manager - Acrisure Stadium/PSSI
Pittsburgh Steelers - Manager
Pittsburgh · PA
Guest Services · Game Day/Event Staff · Event Operations/Management
1
0
hours ago
PSSI Stadium LLC, (Acrisure Stadium) is currently seeking a dynamic individual to supervise and manage the guest services and tour operation at Acrisure Stadium. The position will work with the Director of Guest Experience on all aspects of guest service, staff service, and tour operations. This position will be the primary point of contact for all guest service and stadium tour communication.
The Guest Experience Manager will report directly to the Director of Guest Experience to collaborate and define clear expectations for the guest service and tour operation at Acrisure Stadium. This role will interact with internal and external stakeholders to develop and execute world-class guest and staff experiences. This is a front-facing role requiring interactive communication skills to deliver exceptional service to a diverse group of guests/staff. Successful candidates must possess exceptional organizational skills with the ability to work independently to complete prioritized tasks.
SPECIFIC DUTIES AND RESPONSIBILITIES:
• Contribute to the development of Guest Experience programs with a focus on anticipating guest and staff member needs; develop and maintain a robust information sharing process to ensure staff are equipped with the most up-to-date information on event day
• At the direction of the Director of Guest Experience, execute all aspects of the guest experience employee life cycle: recruiting, onboarding, training, retention, and evaluation, in accordance with established company guidelines
• Design, develop, and maintain engaging training presentations, job aids, and other learning materials, ensuring content is visually appealing, professional, and aligned with organizational standards.
• Facilitate and deliver training sessions for part-time staff, effectively presenting instructional content, leading discussions, and adapting training materials to enhance understanding, engagement, and retention.
• Lead a diverse workforce of guest service and tour guide staff including but not limited to college students, working professionals, retirees, interns, etc. in a fast-paced environment
• Work closely with Ticket Operations and Retention on all guest expectations and challenges
• Point of contact for all Stadium Event guest feedback (phone call, emails, survey results), document the responses, and respond to guests accordingly
• Properly and effectively resolve escalated guest service issues involving guests with utmost sensitivity, tact, diplomacy, and a global problem-solving emphasis, escalating any urgent issues to the Director of Guest Experience
• Oversee the Stadium Event Assistant Program, coordinating participant schedules, assignments, and development opportunities while providing coaching, guidance, and performance feedback to ensure a meaningful and productive experience.
• Assist the Director of Guest Experience and the Director of Ticket Operation on all ADA seating requests and amenities for all stadium events
• Work with Department leaders to build and maintain a strong internship program aligned with academic coursework focused on coaching, role modeling, professional development, team building and work-related experience.
• Collaborate with the Management team to develop and maintain a robust employee calendar including the incentivization/recognition plan and staff-exclusive events: Job Fairs, Training Days and End of Season Party.
• Work with the Director of Guest Experience to establish and evolve guest service and tour standard operating and opening/closing policies and supporting documentation
• Supervise and optimize the development and daily execution of all stadium tour experiences and programming
• Remain current with advances in incident management software, lost & found management software, and other industry best-in-class practices
• Participate in planning and executing meetings with internal departments to streamline and align all event operations
• Actively research and implement cost-saving measures to maximize efficiencies in the operation
• Work extended and/or irregular hours including nights, weekends and holidays as needed.
• Perform all other duties as assigned
EDUCATION, TRAINING AND EXPERIENCE:
• Bachelor’s degree in sport management, hospitality, business administration or a related field from an accredited college or university
• Minimum 3 years of experience in large venue event management (Stadium, Convention Center, Hotel or Theme Park), including direct supervision of personnel and 3rd party vendors, conflict management, event operations best practices, and performance management
• Experience in venue-related software (staff scheduling system, CRM, LMS and IMS)
• Excellent public speaking and presentation skills, including experience leading training programs, facilitating group discussions, and presenting information in a clear and compelling manner.
• High level of demonstrated professionalism, attention to detail, and relationship-building skills
• Ability to lead, delegate and multi-task in active environment
• Proficiency in Microsoft Office Suite – including Teams and SharePoint
• AED/CPR training is preferred
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
The Guest Experience Manager will report directly to the Director of Guest Experience to collaborate and define clear expectations for the guest service and tour operation at Acrisure Stadium. This role will interact with internal and external stakeholders to develop and execute world-class guest and staff experiences. This is a front-facing role requiring interactive communication skills to deliver exceptional service to a diverse group of guests/staff. Successful candidates must possess exceptional organizational skills with the ability to work independently to complete prioritized tasks.
SPECIFIC DUTIES AND RESPONSIBILITIES:
• Contribute to the development of Guest Experience programs with a focus on anticipating guest and staff member needs; develop and maintain a robust information sharing process to ensure staff are equipped with the most up-to-date information on event day
• At the direction of the Director of Guest Experience, execute all aspects of the guest experience employee life cycle: recruiting, onboarding, training, retention, and evaluation, in accordance with established company guidelines
• Design, develop, and maintain engaging training presentations, job aids, and other learning materials, ensuring content is visually appealing, professional, and aligned with organizational standards.
• Facilitate and deliver training sessions for part-time staff, effectively presenting instructional content, leading discussions, and adapting training materials to enhance understanding, engagement, and retention.
• Lead a diverse workforce of guest service and tour guide staff including but not limited to college students, working professionals, retirees, interns, etc. in a fast-paced environment
• Work closely with Ticket Operations and Retention on all guest expectations and challenges
• Point of contact for all Stadium Event guest feedback (phone call, emails, survey results), document the responses, and respond to guests accordingly
• Properly and effectively resolve escalated guest service issues involving guests with utmost sensitivity, tact, diplomacy, and a global problem-solving emphasis, escalating any urgent issues to the Director of Guest Experience
• Oversee the Stadium Event Assistant Program, coordinating participant schedules, assignments, and development opportunities while providing coaching, guidance, and performance feedback to ensure a meaningful and productive experience.
• Assist the Director of Guest Experience and the Director of Ticket Operation on all ADA seating requests and amenities for all stadium events
• Work with Department leaders to build and maintain a strong internship program aligned with academic coursework focused on coaching, role modeling, professional development, team building and work-related experience.
• Collaborate with the Management team to develop and maintain a robust employee calendar including the incentivization/recognition plan and staff-exclusive events: Job Fairs, Training Days and End of Season Party.
• Work with the Director of Guest Experience to establish and evolve guest service and tour standard operating and opening/closing policies and supporting documentation
• Supervise and optimize the development and daily execution of all stadium tour experiences and programming
• Remain current with advances in incident management software, lost & found management software, and other industry best-in-class practices
• Participate in planning and executing meetings with internal departments to streamline and align all event operations
• Actively research and implement cost-saving measures to maximize efficiencies in the operation
• Work extended and/or irregular hours including nights, weekends and holidays as needed.
• Perform all other duties as assigned
EDUCATION, TRAINING AND EXPERIENCE:
• Bachelor’s degree in sport management, hospitality, business administration or a related field from an accredited college or university
• Minimum 3 years of experience in large venue event management (Stadium, Convention Center, Hotel or Theme Park), including direct supervision of personnel and 3rd party vendors, conflict management, event operations best practices, and performance management
• Experience in venue-related software (staff scheduling system, CRM, LMS and IMS)
• Excellent public speaking and presentation skills, including experience leading training programs, facilitating group discussions, and presenting information in a clear and compelling manner.
• High level of demonstrated professionalism, attention to detail, and relationship-building skills
• Ability to lead, delegate and multi-task in active environment
• Proficiency in Microsoft Office Suite – including Teams and SharePoint
• AED/CPR training is preferred
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
