TITLE: Director, Guest Experience

POSITION TYPE: Full Time, Exempt

COMPANY: Sharks Sports and Entertainment, LLC

LOCATION: San Jose, CA

REPORTS TO: Vice President, Guest Experience

POSTING DATED: 6/7/2023

Summary:

Born in 1991, Sharks Sports and Entertainment (“SSE”) has grown into a multi-faceted organization that includes the SAP Center, the NHL San Jose Sharks, the AHL San Jose Barracuda, the Tech CU Arena, three Sharks Ice facilities, and the non-profit Sharks Foundation. Additionally, we are growing our organization through expansion in the Bay Area and surrounding communities in Northern California.

We work and play in the Bay Area, and are deeply influenced by the technology, innovation, diversity, and commitment to excellence that surrounds us. Our culture is transforming to reflect those values, with an eye towards a pioneering, forward-thinking, and inclusive environment in sports and entertainment.

We live, work, and innovate by a set of Pioneering Principles:

T – Team success is more important than individual success

E – Exceptional experience is non-negotiable in everything we do

A – Appreciate others for their diversity and opinions

M – More risk leads to more rewards and expands our comfort zones

T – Trust that all teammates have the best intentions

E – Empower all teammates to make informed decisions

A – Always say what you really mean and do what you say

L – Lead by showing the respect to others you expect from them

We strive to unite people through a shared love of ice sports, entertainment, and our hometown. We are #TealTogether.

Position Overview

The Director, Guest Experience under the guidance of Vice President, Guest Experience leads all Guest Experience managers, supervisors, and other employees towards achieving the goal of ensuring all guests attending events experience a consistent level of impressive/superior service that enhances their entertainment experience.

Essential Duties and Responsibilities:

Direct the work of the front-line Guest Experience managers and contractors to ensure that all guests attending events experience a consistent level of superior service
Engage in a leadership role in developing and implementing the People Management Plan and the Pioneering Service Plan for all frontline service teams, including our Sharks Ice Centers and our partner, ARAMARK
Collaborate with our Human Resources function, overseeing the recruiting, selection, hiring, orientation and ongoing training of Ushering and Suites staff is accomplished according to established policies, procedures, and standards
Ensure that performance standards are established and effectively communicated to employees in area of responsibility and recommend refinements and additions for continual improvement
Certify that supervisors’ goals and objectives, Priority Task List and Standards, “What a great Supervisor Looks Like,” are developed for Ushering
Oversee the Pioneering Service frontline team member recognition program to ensure all team members are recognized and motivated to deliver Pioneering Service to guests
Implement the Secret Shopper Program for all frontline teams and their partners
Effectively train through a results-oriented program that will develop skillful and performance-driven employees who perform their jobs proficiently and strive for continual improvement
Create, develop, and implement progressive and comprehensive training plans on a quarterly and annual basis.
Develop train-the-trainer modules to assist in conducting staff training for networks.
Enhance, collaborate with Guest Experience and Human Resources managers and deliver an orientation and training program that includes:
Create a common orientation training session for all newly hired part-time, seasonal Arena employees with a focus on sharing and reinforcing the company’s core values
Develop special subject training (e.g., Quality Guest Service, Emergency Preparedness, ADA, Conflict Resolution, etc.).
Determine and document the job essentials and performance standards for each Guest Experience department and position/assignment/classification/task for training.
Establish an organized, disciplined and effective system for evaluating and continually improving the effectiveness of orientation and training.
Ensure that training is continually reinforced in a consistent manner by managers, supervisors, support staff, communications, recognition, and performance mentoring, coaching and appraisals.
Inform and clarify expectations, goals and objectives, policies, procedures, and standards.
Partner with the People Experience Manager, to administer the communications plan for Frontline Team communications to enhance team member engagement.
Collaborate with the VP, Guest Experience, and functional area peers to develop the annual Guest Experience Strategy updates, its objectives and KPIs.
Participate in a leadership role in developing and implementing safety and security procedures for events hosted at SAP Center. Is a leader of SSE’s Safety Committee.
Coordinate in directing the work of the San Jose Police Department officers assigned to interior positions at all SSE Facilities and events.
Ensure that the financial reporting, including budgeting, revenue and expense accounting and variance analysis and reporting is done consistent with established standards.
Oversee guest and employee complaints, comments, ensure questions and suggestions are responded to as soon as identified and that appropriate follow-up action is taken.
See that mailroom operations meet the standards for efficiency (productivity) and impressive service.
See that Uniform Room operations meet the standards for efficiency (productivity) and impressive service.
Effectively identify, develop, manage and retain support staff.
Perform other tasks and projects as required.

Minimum Qualifications

Bachelor’s Degree from an accredited college or university with major course work in law enforcement, criminal justice, public administration, business administration or other related field preferred; additional experience may be substituted for formal education
Minimum of ten (10) years of increasingly responsible security and service experience in a management capacity of a public assembly facility or a law enforcement agency associated with a large workforce providing services to a public assembly facility or special events
Graduation from the following: IAVM’s Academy for Venue Safety and Security (AVSS), Venue Management School (VMS), IAVM’s Venue Management School Graduate Institute
Proficient in Microsoft Office, Outlook, Excel, Word, PowerPoint and other related computer skills required.
Possesses a strong background in safety and security industries
Experience in establishing strong systems, policies, procedures, and standards orientation.
Strong written communication skills with an emphasis on business writing skills (documenting goals, policies and procedures, ideas and objectives).
Delivers results and exceeds expectations with the timeliness, completeness, and quality of the work product.
Produces quality recommendations and takes effective action to implement continual improvement.
Demonstrated leadership ability in providing quality service to a large number of customers.
This person in this position needs to traverse the exterior of the arena, the arena concourse, club, and penthouse levels, and ascend/descend stairs in the arena bowl regularly.
Ability to work flexible hours, including evenings, weekends, and holidays during events in addition to normal business hours as needed.
It is imperative that you have the ability to work independently without supervision, be self-directed and demonstrate initiative.
Exhibit good judgment and decision-making skills, as well as ability to manage your own time and implement your own schedule.
Excellent communication and interpersonal skills and organizational ability.
Effective supervisory skills. Ability to deal effectively with personnel problems; to deal constructively with conflict; to motivate, provides counsel and executes applicable solutions.
Strong orientation towards hospitality/customer service for sports and entertainment industry.
Has a genuine and inherent passion for performance and superior guest service.
Possess a natural ability to effectively motivate and inspire Guest Services employees’ performance.

Physical Requirements

Ability to sit, stand and utilize a computer for extended periods of time
Communicate via phone and email with a variety of individuals
Ability to bend at the waist, reach overhead and lift up to 15 lbs with or without accommodation
Physically navigate stairs and catwalks at SSE facilities during normal work hours and events with or without accommodation
Ability to work occasional extended hours including nights, weekends, holidays (all with advance notice)

What We Offer

Competitive compensation (base salary and variable incentive plan)
Medical/Dental/Vision/Flexible Spending Accounts (all LGBTQ+ friendly)
Pretax Transportation Benefit
401K (pre-tax and Roth options)
Unlimited Paid Time Off
Minimum of 10 Paid Holidays and Wellness Days per year
Complimentary or discounted sports and concert tickets
Other League & partner discounts
Central office location in downtown San Jose at the heart of Silicon Valley; convenient access to Caltrain, VTA, major freeways and free parking
An inclusive culture which values diversity of background and a passion to improve our SSE’s commitment to change with impact on our community and industry
Potential for flexible scheduling and telework opportunities

This position is not eligible for U.S. work authorization sponsorship.

Pay Range

The pay for this role is $97,200 – $115,00 per year plus variable

Actual base pay will be determined based on permissible factors such as transferable skills, work experience, market demands and primary work location. The base pay range provided is subject to change and may be modified in the future.

Our Commitment to Diversity, Inclusion & Belonging

Here at Team Teal, we recognize and celebrate that individuals come with a wealth of experience and talent well beyond any list of required skills and qualifications – in fact, we believe diversity of backgrounds and skills, combined with passion, are the most important keys to meaningful innovation and excellence. Therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process.

Equal Opportunity Employer

Sharks Sports and Entertainment is an equal opportunity employer. We accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, national origin, marital status, medical condition as defined by state law (genetic characteristics or cancer), physical or mental disability, military service or veterans’ status, pregnancy, childbirth and related medical conditions, genetic information, or any other classification protected by applicable federal, state, and local laws and ordinances.

Notice to Recruiters and Agencies

SSE recruits candidates directly, rather than through third-party recruiters or agencies. Under no circumstances will SSE pay a fee for candidates submitted or presented without a signed recruiting agreement in place between SSE and the recruiter or agency prior to the submittal; any submittal must be for requisition specifically and individually assigned in writing by SSE’s HR department. In the case of candidate(s) submitted or presented to SSE by a recruiter or agency without a signed agreement AND written assignment by SSE Human Resources, SSE explicitly reserves the right to pursue and hire those candidate(s) with no financial obligation to the recruiter or agency.