Manager, Guest Services - Experience

The Washington Commanders are seeking a driven, dynamic Manager, Guest Services – Experience to join our Guest Experience team as a full-time leader.

Reporting to the Director, Guest Experience, this role oversees the development and execution of the Guest Services program, including managing multiple gameday teams and directly supervising a Coordinator. The Manager plays a critical role in training, coaching, and developing staff while maintaining operational excellence during games and stadium events.

This position is responsible for shaping and elevating the overall employee experience through impactful recognition programs, meaningful engagement initiatives, and clear, consistent communication. We are looking for a high-energy, quick-thinking leader who thrives in fast-paced environments and can seamlessly balance culture-building with operational execution.

The Manager will serve as a key liaison between gameday staff, internal departments, and external partners, ensuring alignment, communication, and consistency across all touchpoints.

Key Responsibilities

Gameday Operations

• Directly manage and supervise Guest Services gameday supervisors and assigned teams of gameday staff.
• Own and manage gameday staff performance, including corrective action, coaching, and recognition.
• Develop and enforce stadium policies and procedures related to service, safety, and security.
• Maintain a strong leadership presence and ensure teams are properly staffed during all stadium events.
• Oversee the full employee experience on gameday, including check-in, meals, security processes, giveaways, and related duties.
• Prepare and distribute all gameday/event communications, including flyers, emails, and Production Notes.
• Lead Service Recovery efforts during games and events.
  
  

Team Engagement & Staffing

• Oversee nine Guest Services gameday teams, including premium, hospitality, and employee check-in teams.
• Partner with the Director, Guest Experience and Manager, Guest Services – Operations to develop, enhance, and deliver training programs for all staff.
• Update Guest Services policies, procedures, and Playbooks.
• Own and manage employee recognition, incentive programs, and staff events; collaborate with stadium partners on communication and execution.
  
  

Guest Experience Strategy

• Lead the Service Recovery program, including guest outreach, make-goods, and coordination with security to review issues and drive solutions.
• Ensure flawless execution of all guest experience and employee engagement activations.
• Demonstrate and uphold the Commanders’ Standards and Core Values for both employees and guests.
• Serve as a positive brand ambassador at all times.
• Manage the Stadium Tour program and associated staffing.
  
  

Cross-Functional Collaboration

• Oversee all communication with external partners related to gameday/event information and employee updates.
• Collaborate with external partners on employee experience and engagement initiatives.
• Lead cross-functional initiatives related to employee recognition and incentive programs.
  
  

Reporting & Insights

• Provide post-game and post-event recaps and reports to the Director, Guest Experience.
  
  

Required Experience

• Must be 18 years or older.
• Bachelor’s degree in sports management, hospitality, business, or equivalent.
• Minimum 2 years of experience managing hospitality teams, training/development, and guest experience operations.
• Strong leadership and team-building skills with the ability to motivate and manage a diverse staff.
• Solid understanding of customer service principles, policies, and procedures.
• Effective verbal and written communication skills.
• Creative, resourceful, and strong problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment with frequent interruptions and tight deadlines, including weekends and holidays.
• Ability to stand for long periods, walk long distances, and climb stairs as required.
• Excellent interpersonal skills to interact with ownership, VIPs, gameday staff, and clients both inside and outside the organization.
  
  

CORE COMPETENCIES

• Leadership under pressure
• Guest-first mindset
• Decision-making in ambiguity
• Communication and presence
• Operational discipline
  
  

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.