Director, Guest Experience

Job Summary:

• The Guest Experience Director is responsible for the overseeing all aspects of Guest Experience for the Detroit Tigers

Key Responsibilities:

• Oversee all aspects of Guest Experience for the Detroit Tigers 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.
• Act as manager-on-duty for select non-Tigers game events, both ticketed and private events; including planning, preparation, and communication of event details with all necessary parties.
• Respond to feedback tickets submitted through Qualtrics related to guest inquiries and recovery.
• Work with Guest Strategy department to execute part-time staff recognition and appreciation, guest feedback, and satisfaction tracking and recover.
• 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.
• Manage the event staff uniform program, locker and parking needs.         
• Manage and facilitate promotional giveaways at the gates and various in-house promotional events during baseball games (fireworks, on-field clinics, on-field parades etc.)
• Collaborate with Event Services Manager to provide oversight, support, and training of ushers and ticket scanners during events.
• 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.

Required Knowledge, Skills 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.

All items listed above are illustrative and not comprehensive.  They are not contractual in nature and are subject to change at the discretion of Detroit Tigers.

Detroit Tigers is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regards to that individual’s race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.                

                  
The Company will strive to provide reasonable accommodations to permit qualified applicants who have a need for an accommodation to participate in the hiring process (e.g., accommodations for a job interview) if so requested.

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