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Guest Experience Associate with Minnesota Vikings in Eagan · MN

Minnesota Vikings jobs
Sports Jobs in Eagan · MN
Internship: Internship
SUMMARY:
The Guest Experience Associate will help support a program that fosters the ultimate fan experience for all Vikings guests.  Factors that contribute to the success of this role are: providing unmatched customer service to Vikings fans at various Vikings events, supporting the Guest Relations department through executing projects to enhance overall guest experience and support guest communication through phone calls and email while providing world-class service.  
In addition to the duties described above, the Guest Experience Associate will take part in the Vikings’ exclusive Leadership Development Program. This program will provide regular opportunities for professional development, exposure to organizational leadership and the ability to develop skills critical for the Associate’s future career growth. A fundamental part of the program will include clearly defined goals between the Associate and their Supervisor that will be tracked and measured for progress throughout the term of the program.

This is a temporary full-time position and expected to conclude at the end of May 2022, unless otherwise determined.
 
ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Provide the highest level of service and support developing, implementing and enforcing Guest Services standards at U.S. Bank Stadium, Twin Cities Orthopedics Performance Center, Vikings game days and various Vikings events.
  • Must have a positive attitude and willing to assist guests and anticipate guest needs. 
  • Resolve Guest related issues in an appropriate manner, track service issues to identify trends and service improvement opportunities.
 
LEADERSHIP OPPORTUNITIES AND RESPONSIBILITIES:
  • Oversee the “Purple People” program by assisting with any remaining interviews/hiring processes.
  • Facilitate training Purple People game day staff, manage Purple People communication, oversee game day logistics and season long program and personnel. 
  • Join U.S. Bank Stadium leaders as a member of the SKOL Service committee, to provide insight into USBS culture development as well as leadership decision making. 
  • Support return-to-stadium initiatives by participating in creating and executing Covid parameters. 
  • Interview stadium Team Members and create a SKOL Service article to promote stadium culture. 

GUEST EXPERIENCE SKILL DEVELOPMENT AND RESPONSIBILITIES:
  • Manage inbound and outbound calls, emails and in-person meetings related to guest suggestions and complaints on a daily basis. 
  • Organize packages for fan, partner mail-outs on a daily or weekly basis.  
  • Supports Guest Relations and Events department at various events (major and small) with duties including and not limited to: 
    • Greeting/welcoming guests, overseeing event operations, assisting in ADA program, Create game day notes for all Vikings staff, generate details by communication with leaders across the organization, Compile post-game observation notes for EVP discussion, Create SKOL Service Insight for EVPs to promote SKOL Service culture within the Vikings.
  • This role will present opportunities to develop knowledge of the CRM database.
    • Measure “Voice of Fan” survey responses within CRM. 
    • Call and email fans to provide personalized and genuine responses based on game day experience (average 100+ per game) and non-game day related. 
    • Responsible for tracking fan communication within CRM. 
    • Tracking fan connections through CRM: Celebration Packs, Mail-outs 
  • Game day/week responsibilities include but not limited to: setting up and breaking down employee break room, assist with packing Celebration Packs, assist with stocking guest services booths and other game day materials. 
  • Responsible for managing warehouse inventory, game day and event radios and Purple People tools. 
  • Cover front desk assistant shifts when needed by greeting guests, registering guests and answering phone calls. 
  • Facilitate tours of U.S. Bank Stadium and TCOPC for Vikings partners, VIPS, new hires and guests. 
 
QUALIFICATION REQUIREMENTS: 
  • Currently enrolled in a 4 year degree program or recently graduated. 
  • Experience working in a guest services role preferred. 
  • Superior customer service ethic with high concern for co-worker and guest satisfaction.
  • Demonstrated ability to seek proactive solutions to problems and situations before and/or after they arise with little or no supervision.
  • Excellent communication skills including written, verbal and in-person training skills
  • Ability to work flexible hours including all home games, evenings, weekends and holidays.
  • Proficiency in Microsoft Office. 

CONFIDENTIALITY REQUIREMENTS:  This position may require the individual to have access to confidential records and information.  To successfully perform this position, confidentiality of the information with which the individual has contact must be maintained.
 
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Ability to perform physical tasks such as lifting and moving boxes etc. 
  • Ability to sit or stand for long periods of time
  • Ability to navigate stadium 
 
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Standard office for regular office hours, on-site events
  • Ability to work in inclement weather conditions 

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.

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