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Stadium Experience Manager - Tennessee Titans (Nashville · TN)

Tennessee Titans jobs
Sports Jobs in Nashville · TN
Event Management: Event Operations/Management
The Tennessee Titans strive to be an ELITE franchise in the National Football League, excelling both on and off the field. Our mission is to win, serve, and entertain our fans, community and one another by living through our values in everything we do. We value Excellence, Leadership, Improvement, Teamwork, and Execution.
 
The Stadium Experience Manager will promote and provide elite guest service at all Nissan Stadium events. Responsibilities include planning, directing, delegating, and managing all functions of the Stadium Experience department.  This role will support the department’s goals & objectives relative to event days, customer service experience, guests’ amenities and the hiring, training and maintaining of the Stadium Experience team.
 
Responsibilities:
  • Recruit, interview and hire part time SE Team Members and Team Leads who will maintain and support Nissan Stadium’s standards for guest service.
  • Provide leadership and input as it relates to customer service & guest amenities in the stadium, working with internal departments to review and improve operational policies and procedures.
  • Collaborate with Event Manager, Security Director and Facility Operations to establish event staffing needs and assist with event day prep.
  • Research industry best practices and trends to improve the overall guest experience.
  • Assist with year-round engagement programing for SE Team Members such as events, contests and experiences.
  • Maintain inventory and prepare budget input regarding the use of equipment for the Stadium Experience department.
  • Promotes communications between tenants, contractors, employees, and facility guests as it relates to the guest service. 
  • Oversee scheduling of SE Team Members for all stadium events.
  • Manage payroll for part-time staff by working closely with HR and Finance.
  • Assist in the development and delivery of the annual guest services training program for SE Team Members.
  • Continue to improve employee incentive initiatives. 
  • Work with the internal departments to administer and respond to all guests’ and SE Team Member feedback.  
  • Create and oversee performance review system of SE Team Leads.
  • Assist with generating a future Stadium Tours program. 
  • Help to create department printed materials including but not limited to: Team Member Handbook, Stadium Maps, Stadium Guide, ADA Guide.
 
Qualifications:
  • Bachelor’s degree in Business, Sports Administration, Hospitality or related program.
  • 3-5 years of experience in a guest service management, customer service or related role preferably in a sport or entertainment venue. Previous experience managing a large, diverse staff.
  • Ability to prioritize tasks while working in a fast-paced environment.
  • Problem-solve and provide solutions for guests.
  • Organization, time management, and extreme detail-attentive skills are a must.
  • Excellent written and oral communication skills.  Experience speaking in front of large crowds is preferred.
  • Ability to work irregular hours for an extended period as dictated by events and schedule that could include weekends and holidays.
  • Experience with ISS 24/7 Incident Management System not necessary, but a plus.

NO PHONE CALLS OR EMAILS, PLEASE.  Unfortunately, we are unable to update candidates on the status of their applications. Those selected for further consideration will be contacted by someone from the Tennessee Titans.

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.

Job Questions:

  1. Do you have direct leadership and supervisory experience with an organizational department?

  2. Have you ever worked directly in the sports & entertainment facility?

  3. Have you had experience supervising large quantities of part-time staff?


 

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