Manager, Guest Experience

TITLE: Manager, Guest Experience

DEPARTMENT: Guest Experience

REPORTS TO: Senior Director, Guest Experience

STATUS: Full-Time, Non-Exempt

JOB SUMMARY:

The Manager, Guest Experience supports the Guest Experience Department related to all guest and staff-focused initiatives specifically focused on event staff scheduling, availability, attendance, payroll and disciplinary tracking for all baseball and non-baseball events.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Exemplify our Petco Park Promise: Care, Connect, Exceed. Proactively welcomes all guests to the ballpark, connecting with frequent guests and consistently striving to exceed all guest expectations.
• Manage all Guest Experience staff scheduling for baseball and non-baseball events for over 300 part-time union and nonunion staff.
• Prepare gameday staffing sheets for all gameday supervisors.
• Track and process all union seniority, accommodations, availability requirements, attendance, and related disciplinary documentation for all Guest Experience event staff and provide reports to department as needed.
• Serve as the primary point of contact for the guestexperience@padres.com inbox for staff-related inquiries and getalent@padres.com for recruiting communication.
• Track all department terminations and work collaboratively with People & Culture on recruiting efforts to maintain minimum staffing levels for Guest Experience positions.
• Schedule and participate in all interviews for open part-time positions.
• Ensure time keeping, punch edits and payroll processes are running efficiently and in sync with scheduling.
• Assist staff with technology needs including systems such as ABI, ADP and Teammate Website.
• Update and distribute employee handbook related items to event staff.
• Schedule, create and present content and track attendance for all department training sessions.
• Fulfills monthly mailings for the staff birthday program and other staff-related department initiatives.
• Serves as “Manager on Duty” during baseball and non-baseball events.
• Assist with other projects in the department as needed.

JOB REQUIREMENTS:

• Proficient computer skills including MS Office Suite (Word, Excel, PowerPoint, Outlook, CRM, Tableau, Tickets.com, etc.) Ability to learn and master new software programs.
• Previous experience working with scheduling software and payroll systems, specifically ABI and ADP, preferred.
• Bachelor’s Degree in communications, business, hospitality, or other related fields.
• Five years’ experience in customer service required. Previous venue-related or sports-related experience preferred.
• Previous experience managing people required.
• Strong ability to work with a diverse population in a collaborative, respectful manner with a high degree of integrity, professionalism, and accountability.
• Excellent written and verbal skills required.
• Excellent public speaking and presentation skills preferred.
• Excellent organizational and time management skills; proven ability to handle a high volume of detailed work and ability to multitask and prioritize projects.
• Ability to research and innovate as it relates to guest experience best practices.
• Ability to work flexible hours including evenings, weekends, holidays, and overtime as needed.
• Ability to physically get around the ballpark as needed to assist guests (ADA Access available).
• Fluently bilingual in English/Spanish is preferred.
• As a condition of employment, the job candidate(s) must successfully complete a post-offer, pre-employment background check, drug screen and provide proof of full vaccination against COVID-19 (at least 14 days have passed since receiving final dose of vaccine).