What are the responsibilities and job description for the Manager, Guest & Team Member Experience position at Miami Dolphins & Hard Rock Stadium?
Manager, Guest & Team Member Experience
Department: Guest & Team Member Experience
Direct Supervisor: Sr. Director, Guest & Team Member Experience
Status: Full-time
Summary:
The Manager of Guest & Team Member Experience is a service-driven leader who thrives in dynamic, challenging environments and is one who inspires their team and others around to deliver consistent guest service excellence for all events at Hard Rock Stadium. They focus on caring for and developing all Hard Rock Stadium front-line team members. The ideal candidate is a collaborative leader who will work closely with internal departments and stadium service partners focusing on creating a world-class guest and team member experience.
Responsibilities:
- Lead and manage guest experience operations for all events at Hard Rock Stadium, including but not limited to Miami Dolphins & Miami Hurricanes football, Crypto.com F1 Miami Grand Prix, Miami Open, concerts, special events, and more.
- Take on a leadership role within the Team Member Experience program including but not limited to development and execution of training, curating the on-site team member experience, and evolving our recognition and rewards program.
- Oversee the development and facilitation of team member training. Training content includes service values, service operations, safety policies, and general building orientation.
- Responsible for development and execution of event-staffing budgets and staffing plans for all Hard Rock Stadium events.
- Motivate event-day team members by creating a positive working environment and culture where employees are inspired to do exceptional work.
- Assist with analyzing Secret Shopper and NFL Voice of the Fan reports to identify areas of improvement as it relates to the event day guest experience. Provide feedback and results to other departments and stadium partners (Entertainment, Parking, IT, Ticketing, F&B, Security, Housekeeping).
- Coordinate with the scheduling department on necessary staffing changes on assigned events.
- Conduct ongoing performance coaching and evaluation, identifying growth opportunities.
- Contribute to a fun, positive, inclusive team environment for all team members.
- Lead and further develop full-time and part-time Guest Experience team members.
- Understanding of accessibility standards, laws, and ADA compliance, ensuring compliant inclusive guest experiences.
- Other duties as assigned.
Qualifications:
- Bachelor's degree in Hospitality Management, Business, Sports Management, or related field preferred.
- Minimum of 2–3 years of experience in a Guest Experience role, preferably in the Sports and Entertainment industry.
- Proven ability to lead, train, and motivate large part-time event staff populations in a fast-paced, customer-facing environment.
- Strong commitment to guest experience excellence, with demonstrated success improving satisfaction scores and resolving complex service issues.
- Passion for leadership and people development.
- Excellent ability to establish rapport and build strong interpersonal relationships with direct reports, colleagues, and senior leadership.
- Patient and empathetic leader with strong listening skills.
- Experience with Microsoft Excel, PowerPoint, and SkyPrep (or other online training module programs).
- Ability to work weekends, nights, and holidays as determined by the event calendar.
- Bilingual (English/Spanish) preferred.
Featured Benefits:
- Medical, dental, and vision insurance
- Life insurance (including voluntary coverage for spouses and children)
- Long term disability insurance
- Ticket benefits for events including Miami Dolphins games, the Formula 1 Crypto.com Miami Grand Prix, and the Miami Open
- Employee gym, subsidized lunch program, and discounts on a variety of products and services
- 401k, paid time off (PTO), and company holidays
The Miami Dolphins, Hard Rock Stadium and South Florida Motorsports are proud to be Drug-Free Workplaces. Offers of employment are contingent on successful completion of drug and background screening.
It is the policy of the Company to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, military status, genetic information, sexual orientation, gender identity or expression, or other status protected by applicable federal, state, or local law.