Director of Guest Services

Job Title:      Director of Guest Services        
Department: Guest Services
Reports To:   Assistant General Manager  
FLSA Status: Exempt
SUMMARY
Responsible for delivering world-class guest service by fostering an inclusive culture that reflects the organization’s core service principles across all events at Lumen Field, Lumen Field Event Center and WaMu Theater. Accountable for developing and executing strategic initiatives that consistently exceed expectations for service, safety and overall guest experience for all guests, promoters, sponsors, clients and vendors.
ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Contribute to the development and consistent implementation of a best-in-class guest service program that focuses on Raising the Game through a proactive service philosophy, empowerment of employees and maintaining organizational principles and values
• Assume overall responsibility for fostering and sustaining a positive, inclusive culture within the Guest Services department promoting an environment of empowerment, accountability and high workplace satisfaction
• Direct and manage the work and performance of the 600+ part-time event staff with a focus on creating a positive culture and working environment
• Create and implement Guest Services annual business plan which incorporates the vision of senior management, aligns with organization goals, highlights employee experience and delivers world-class guest service
• Develop the yearly budget and ensure goals are met and expenses are managed
• Execute the Guest Services department event operations plans, as well as represent the Guest Services management team at Seahawks, Sounders FC, Reign FC, concerts and other various events
• Collaborate with the Assistant General Manager, Human Resources and key organizational leadership to design, develop and support delivery of event staff training programs that drive excellence in customer service and empower teammates to perform effectively in their roles
• Partner with Human Resources to improve and implement a hiring and onboarding program for new part time teammates
• Partner with Managing Director of Consumer Experience to create consumer experience initiatives and programs which are measurable and drive guest experience
• Demonstrate a consistent service-oriented leadership approach in all aspects of performance, modeling the exceptional guest service standards expected of all FGI, Inc. staff
• Regularly review the NFL Voice of the Fan surveys, internal dashboards, and other data platforms with the Guest Services Manager with the desired outcome to identify operational/experience trends and implement appropriate improvements
• Continuously and strategically identify key drivers of fan/guest satisfaction through measurement, tracking, research, and analysis of guest data
• Collaborate with Security to manage Lumen Field service programs such as Lost and Found, service recovery initiatives and hospitality programs
• Assist Human Resources in creating and managing a robust employee recognition program that highlights Raise the Game moments
• Monitor and update staff attendance and discipline records as outlined in the union CBA. Identify and implement ways to improve retention rates
• Ensure that employee records are updated and maintained to Company and CBA standards
• Promote and assign Guest Services stadium staff to teams, including Leadership roles Special Events Team & Move-In/Out Team
• Develop standard operating procedures for Guest Services staff for the various event types, job positions and fan services initiatives
• Special projects and tasks as assigned by the Assistant General Manager 

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability and willingness to work an event-driven schedule including weekend, evening and some holiday hours
• Experience in a high-volume, service-driven environment
• Ability to speak in front of audiences ranging from less than 10 to 600+ people
• Demonstrated ability to handle sensitive and confidential information and situations
• Strong leadership and personnel management experience with the ability to coach, mentor and motivate a diverse workforce
• Demonstrated ability to be creative and seek proactive solutions to problems and situations before and/or after they arise with little or no supervision
• Proficient in the operation of various PC applications including Word, Excel and Outlook
• A highly-developed attention to detail in producing accurate materials and reports
• Proven professional, tactful and diplomatic communication style
• Knowledge of accounting and finance functions, and experience with budget oversight and development
• Ability to effectively interact with guests, visitors and staff at all levels
• Knowledge of and compliance with Federal and State OSHA regulations including fire and safety
• Experience working with and managing unionized staff preferred

EDUCATION and/or EXPERIENCE 

• Bachelor’s degree, preferably in sports/entertainment management or business
• Five (5) plus years of guest service experience in a managerial capacity in a stadium or arena
• Experience in a sports and entertainment facility or other hospitality-oriented business such as theme parks, hotels or airlines required

​​​​​​​SUPERVISORY RESPONSIBILITIES

• Directly supervise (2) Full Time employees and 600+ union part-time employees who fall under the Guest Services branch.  Carry out supervisory responsibilities in accordance with the organization's policies, applicable laws and the CBA. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

WORK ENVIRONMENT AND PHYSICAL DEMANDS
The work environment and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Will at times be exposed to varied weather conditions
• During event days long periods of walking and standing are required
• Regularly required to use hands and fingers as well as walk long distances
• Required to reach with hands and arms
• Required to stand, sit, stoop, kneel, crouch and crawl
• Required to lift 15 pounds
• The ability to focus, peripheral vision and close vision

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.
COMPENSATION AND BENEFITS

• The salary range for this position is: $100,000 – $120,000. The salary range applies to the current posting. The posted salary range may vary based on key factors including, but not limited to, education, job-related knowledge, experience and skill set.
• We offer excellent benefits, please view here: https://www.seahawks.com/about/employment/benefits   

Company: FGI