What are the responsibilities and job description for the Fan Experience Lead position at College Football Hall of Fame?
Job Title: Fan Experience Lead
Department: Fan Experience
FLSA: Non- Exempt; Full-Time
Reports to: Fan Experience Manager
Job Summary:
Fan Experience Lead brings together the operations of the Box Office, Attraction, Fan Ambassador Staff, and Group Sales to ensure the efficient operation of the CFHOF. Serves as a subject matter expert on the Hall’s Ticketing System (SAP Event Ticketing and Ticketure), Box Office procedures, Fan Experience operations, Hall Content, and efficient touring of visiting Groups. The position provides training and coaching to Fan Ambassadors to ensure quality control, accuracy, and efficiency in the Box Office and Attraction.
The Fan Experience Lead will serve as the “leader-on-duty” for the Fan Ambassador team in an assigned area. The Lead will also be a cultural leader for the exceptional hospitality experience at the College Football Hall of Fame.
The Fan Experience Lead must be resourceful, be able to earn and foster respect from team members, and be able to lead others in accomplishing the mission of the College Football Hall of Fame. Fan Experience Leads will rotate through five main areas in any given week: Hall Operations, Ticketing, Groups, Special Events, and Street Team Activations.
Role, Responsibilities, and Key Performance Areas:
Ticketing
- Performs daily Box Office/Fan Services/Call Center opening and closing procedures.
- Supervises and supports Ticket Agents, Call Center Staff, and Sidewalk Greeters during daily shifts.
- Responsible for training new Ticket Agents.
- Works closely with the Marketing team to ensure that the Box Office and Call Center is fully informed of CFHOF events, special promotions, activities, and other Marketing initiatives.
- Promote revenue upsell programs through the Box Office (CityPASS program, gift vouchers, Memberships, etc).
- Ensure accuracy of sales/fulfillment process for Hall Memberships.
- Fulfill gift voucher sales orders and donation requests.
- Keep Fan Services stocked with supplies as needed.
- Perform a regular inventory of ticketing supplies.
Exhibits, Quad, Playing Field
- Support and manage Fan Ambassador Team in exhibit areas.
- Ensure timely flow of guests through each exhibit.
- Communicate surges in business volume and allocate available resources as needed.
- Provide continued education and training to Fan Ambassadors on Hall content.
- Manage Fan Ambassador Rotations and breaks.
- Identify problem areas and provide potential solutions.
- Identify and recognize positive Fan Ambassador behavior and performance.
- Actively engage with all guests and anticipate their needs including providing maps and promotional materials.
- Manage necessary crowd control throughout the attraction, including organization of lines and flow of traffic throughout the CFHOF.
- Make sure that the Fan Ambassador team maintains a clean and safe area.
- Follow up and provide resolution on reported areas in need of care or maintenance.
- Assist Fan Experience Leadership Team in developing improvements to the overall Fan Experience as well as the day-to-day management.
- Serve as the primary point of contact for Fan Ambassadors during service recovery situations.
- Set the tone with Fan Ambassador Team to ensure high level of guest engagement and energy.
- Manage Skill Zone Team and Skill Zone Activities (Playing Field).
- Ensure Skill Zone equipment is properly set up after events.
- Manage breakdown of Skill Zone equipment before events.
- Ensure guests are being properly directed through Skill Zone activities.
Groups
- Greet and orient large visiting Groups to the Hall (field trips, school groups, tour operators, etc).
- Communicate Group arrivals/departures to the Fan Ambassador Team.
- Facilitate lunches and catering orders for Groups.
- Segment and tour Groups through the building as needed.
EVENTS
Special Events
- Represent Fan Experience Team in weekly company event planning meetings.
- Read Banquet Event Orders and plan event execution strategy in advance.
- Supervise pre-registration for Events.
- Prepare Event Game Plan for Fan Ambassadors.
- Lead Event Huddle Meetings with Fan Ambassadors.
- Track Fan Ambassador attendance and performance during Events.
- Support and Manage Fan Ambassadors during Events.
- Provide feedback to the Events Team
Knowledge, Skills, Attributes and Abilities:
- At least two (2) years’ experience in hospitality operations, ticketing, sports/entertainment/venue Supervisory role or similar function preferred.
- High school education required.
- Strong proficiency in Microsoft Office (Outlook, Word, PowerPoint, & Excel).
- Proven ability to communicate effectively with both internal and external customers.
- Must work well in a fast paced work environment and understand how to prioritize customer needs. Displays care for others and strong leadership ability.
- Be a self-starter and be able to work well with minimal supervision.
- Able to clearly express ideas; present verbal information in a straightforward manner; ask questions in order to open channels of communication; listen to understand the perspective of others.
- Able to problem solve.
- Able to manage a team effectively.
- Demonstrates passion, compassion, and courageous stewardship.
Physical Requirements:
- Frequently required to stoop, stand, walk, climb, lift and use repetitive motions.
- Must be able to work weekends, some nights, and some holidays.
- Must be able to stand for long periods of time in all weather conditions.
- Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust to focus.
Other Requirements:
- Must have a valid Driver’s license
- Must have a clean driving record
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