Director of Guest Experience

TITLE: Director of Guest Experience

DEPARTMENT: Guest Experience
REPORTS TO: Vice President of Facilities & Operations

FLSA: Salaried; Exempt

WHAT SETS YOU APART

You are a Champion for Guest Experience and an advocate for a fan-first culture, leading and integrating all guest-facing elements and interactions to create a world-class fan experience at INTER & Co Stadium In this role, you will be responsible for evaluating and improving all existing guest experience practices, while providing professional development and training aimed at guiding, motivating, and equipping employees and partners to consistently deliver a world-class, fan-first guest experience at INTER & Co Stadium.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Oversee, develop and manage the Guest Experience for Orlando City, Orlando Pride and INTER & Co Stadium, ensuring a best-in-class end-to-end experience for our guests, members, and partners.
• Develops programs, policies, procedures and service training model to provide the highest level of customer service.

• Develop the annual guest experience operating budget with the VP of Facilities & Operations and manage day-to-day operations to ensure cost effectiveness

• Develops KPIs and customer satisfaction metrics in order to make agile data-driven recommendations to improve the customer experience.
• Liaise and collaborate with all internal and external stakeholders to ensure that all required and requested services are being provided in a timely manner.
• Develops and executes training and support programs for all event staff and third-party vendors that reinforce the organization’s values, vision, and mission to help achieve its goals.
• Responsible for the Fan Ambassador program on event days, including hiring, training and development of staff to meet the needs of the fan experience and operational efficiencies
• Establishes best-in-class processes, procedures and systems for guest inquiries, feedback, lost & found, and complaints, and work closely with all departments to proactively address guests needs.
• Develops monitoring initiatives to ensure evaluation and feedback from internal and external stakeholders and standards are achieved.
• Creates post-event reports and recaps to identify trends to offer guidance and solution for guest experience and operational improvement.
• Call and email fans to provide personalized and genuine responses based on game day experience as needed

• Other duties as assigned.

Supervisory Responsibilities:

• Manage (1) full-time staff and part-time Fan Ambassadors
• Manage the interviewing, hiring, and training process of all employees
• Appraise performance, reward,  and discipline employees in conjunction with the guidelines laid out by the People & Culture department.

QUALIFICATIONS

It’s never just a job at Orlando City SC.  It’s a way of life. We live and breathe soccer. We believe each role is as unique as the person who does it. To join our team, you will also possess these qualifications:

• Bachelor’s Degree or equivalent with a minimum of 10-years’ experience in sports and entertainment or hospitality industry; and 6+ years’ experience in a supervisory or managerial role.
• A fan-first, customer-centric individual who works vigorously to understand guest needs, earn their trust, and improve their experiences.
• Ability to lead large, diverse teams of front-line employees and experience training leaders.
• Positive attitude and intrinsic desire to provide excellent service to all guests.
• Demonstrated strong problem-solving capabilities.
• Exceptional interpersonal and communication skills, both verbal and written and the ability to foster relationships with guests, employees, and partners.
• Strategic thinker with the ability to align initiatives, structures, and various business components in support of mission, vision, strategic plan, and annual budget.
• Ability to succeed in a fast-paced, innovative, and rapidly evolving industry and business organization.
• Proficient in Microsoft Office suite and Google Workspace along with other applicable technology applications.
• Ability to work flexible hours including nights, weekends, and holidays.