What are the responsibilities and job description for the Guest Experience Manager position at Detroit Tigers?
JOB SUMMARY:
- The position is responsible for the overseeing all aspects of Guest Experience
Essential Functions:
- Oversee all aspects of Guest Experience for the organization including training, complaint resolution, and event day response tracking
- Manage Event Supervisors and event staff (guest services, rides and interactives and cash handling)
- Scheduling and payroll of event staff colleagues for baseball and non-baseball events
- Coordination of new hire/rehire paperwork with payroll to ensure proper and timely completion and compliance
- Assist with the administration, management, coordination, and supervision of the day-to-day activities of the event operations department
- Work with all event departments to implement all aspects of the annual training, preseason rally, and orientation
- Responsible for understanding and tracking forecasts for Guest Experience portions of departmental budget
- Work in cooperation with other Ilitch Sports and Entertainment (ISE) colleagues to implement tours at Comerica Park as part of the District Detroit tour program
- Work with Guest Strategy department to execute part-time staff recognition and appreciation, guest feedback, and satisfaction tracking and recovery
- Develop ongoing in-season plan to adjust operational protocol, communication, and training according to feedback received from Guest Strategy through guest and colleague surveys and feedback
- Participate in the planning, managing and execution of all non-baseball events held at Comerica Park
- Manage and facilitate promotional giveaways at the gates during baseball events
- Manage and facilitate various in-house promotional events during baseball games (fireworks, on-field clinics, on-field parades etc.)
- Follow up (as needed) to first aid and incident reports
- Provide oversight to the Park Operations Assistant Program
- Responsible for conducting physical inspections of the facility to ensure amenities and safety for fans prior to each event
- Assist with the development and implementation of current and new methods and procedures designed to maintain and improve operations, minimize expenditures and better utilize resources
- Other duties as assigned
MINIMUM SKILLS, KNOWLEDGE AND ABILITIES:
- Bachelor’s degree in Sports Management, Business Administration, or related field
- 3 years of relevant work experience in event operations
- Previous supervisory or management experience required
- Excellent communication and organization skills
- Strong computer knowledge – Excel, Photoshop, Word, etc.
- Ability to work flexible hours including game events, nights, weekends and holidays
- Must be able to work well and communicate effectively with others
WORK CONDITIONS:
- Outdoors and office environment
- Position will need to work in various weather conditions
- Position is required to work evenings, weekends, holidays, etc.
- Must be able to lift 20 pounds and move with large bulking items
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.
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