What are the responsibilities and job description for the Director, Guest Experience position at Columbus Crew?
Description
Columbus Crew is seeking a Director, Guest Experience that will be responsible for all guests and team members receiving world class experience when visiting all venues operated by the Columbus Crew. Under the direction of the Vice President, Operations, the Director oversees the day-to-day and event operations of the Guest Experience department ensuring the safety and comfort for all through strong training programs, policies, and procedures.
Essential Duties & Responsibilities
- Guest Experience
- Responsible for all Guest Experience operations across all Club facilities and events; including but not limited to Columbus Crew matches, future Columbus NWSL matches, concerts, third-party events, etc.
- Lead an informed, motivated, and energetic staff and maintain a consistent focus on curating a best-in-class experience throughout every Club and third-party event.
- Maintain cross-departmental connection to ensure the Guest Experience staff and general processes are supporting and enhancing broader club focuses and initiatives
- Monitor all channels of guest communication (email, telephone, in-person, guest survey, and social media). Provide reports, identify trends and institute operational improvements.
- Ensure that guest information channels always have the appropriate information (Stadium Maps, Know Before You Go, Columbus Crew social media accounts and Columbus Crew website).
- Collaborate with Safety and Security leadership to maintain emergency preparedness and have a working knowledge of all applicable safety regulations and security procedures for Columbus Crew Venues
- Recruitment and Training
- Develop department training and staffing plan based on service strategy, event budget and staffing matrix in collaboration with Vice President, Operations. Identify appropriate staffing levels, recruitment processes, and desired target areas to maintain the highest level of retention and service.
- Develop and conduct an effective and efficient recruiting, interviewing and onboarding program
- Develop, maintain, and facilitate (as appropriate) department new hire and veteran training programs, create specialty training programs for supervisors, specialty positions and team member development opportunities. Maintain a strong presence with the service department management and frontline team members.
- Team Member Management
- Create and consistently emphasize a service strategy to empower team members to provide world class service and meet organizational goals.
- Foster a fun and fulfilling work environment for team members.
- Oversee scheduling and payroll on a weekly basis.
- Create and implement staff incentive programs.
- Effectively communicate with frontline team members to establish policies, procedures, standards, expectations, goals, and objectives.
- Ensure fair, consistent, and timely enforcement of policies and procedures (including tracking call-offs, no-shows and overall attendance)
- Conduct ongoing performance coaching and evaluation, identifying growth opportunities.
Required Skills and Experience
- Minimum of 3 -5 years leadership experience managing teams of PT frontline event staff. Preferably, in a public assembly facility.
- Minimum four-year college degree or equivalent experience.
- Exceptional customer service and leadership skills, including but not limited to de-escalation, service recovery, coaching, people management, recruitment, training, and the ability to motivate a diverse workforce.
- Must possess strong problem solving, analysis and communication skills, both written and oral.
- Extremely organized, detail-orientated and able to multi-task in a fast-paced environment.
- Must be able to create and deliver informative and engaging presentations to large groups of people.
- Ability to read, interpret, update, and create training programs utilizing documents such as strategy documents, safety rules, operating and maintenance guides, application instructions, and procedure manuals.
- Familiarity with payroll and scheduling systems
- Clear understanding and implementation of all department and company policies and procedures
- Must be available on varied schedules including nights, weekends, and holidays.
- Ability to walk, stand, and climb stairs and ramps during entire shift (8 – 12 hours)
- Ability and willingness to work outdoors in elements for entire shift (8 – 12 hours)
- Ability to lift, carry, and transport large boxes and items in excess of 25 lbs.
- Ability to work long and irregular hours including nights, weekends, holidays, events including but not limited to soccer, football, concerts and private events.