What are the responsibilities and job description for the Guest Experience Manager position at Houston Dynamo Football Club?
RESPONSIBLE TO: Director of Security and Guest Services
SUPERVISES: N/A
STATUS: Full-Time
Company Background
The Houston Dynamo Football Club (HDFC) is a multi-faceted organization dedicated to inspiring and supporting soccer participation and growth in Houston, TX and beyond. The Club’s brands include men's and women's professional teams - the Houston Dynamo (MLS) and Houston Dash (NWSL), a development academy, Houston Dynamo Dash Charities, as well as Shell Energy Stadium and Houston Sports Park.
The Club has a rich history, including MLS Cup titles (2006, 2007) and in-season tournament championships for both the Dynamo (2018) and Dash (2020) and is focused on building toward the next championships, inspiring and uniting the city of Houston through the sport of soccer and community outreach, and creating the most inclusive sporting experience and diverse fan base in the city and state.
PURPOSE OF THE JOB
This role acts as a liaison between front office staff, stadium partners, and guests to create championship experiences for all guests and gameday staff.
Duties And Responsibilities
Diverse candidates of all backgrounds are welcome, and the Club seeks individuals passionate about sport, inspiring the city and devoted to the organization's growth. While duties and responsibilities vary across positions, we are seeking individuals who are accountable, collaborative, progressive, agile and ethical/values driven.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
SUPERVISES: N/A
STATUS: Full-Time
Company Background
The Houston Dynamo Football Club (HDFC) is a multi-faceted organization dedicated to inspiring and supporting soccer participation and growth in Houston, TX and beyond. The Club’s brands include men's and women's professional teams - the Houston Dynamo (MLS) and Houston Dash (NWSL), a development academy, Houston Dynamo Dash Charities, as well as Shell Energy Stadium and Houston Sports Park.
The Club has a rich history, including MLS Cup titles (2006, 2007) and in-season tournament championships for both the Dynamo (2018) and Dash (2020) and is focused on building toward the next championships, inspiring and uniting the city of Houston through the sport of soccer and community outreach, and creating the most inclusive sporting experience and diverse fan base in the city and state.
PURPOSE OF THE JOB
This role acts as a liaison between front office staff, stadium partners, and guests to create championship experiences for all guests and gameday staff.
Duties And Responsibilities
- Serves as a primary contact on event days for fan-facing experiences including but not limited to ushers, ticket takers, ADA, and sensory accommodations.
- Champions and helps execute the GOALS rewards & recognition program for all gameday staff who work at Shell Energy Stadium.
- Assists with creating gameday event notes and guides for staff to utilize during events.
- Works closely with Director of Security and Guest Services to develop and conduct training for gameday staff.
- Collaborates with other departments including security, event services, food service, ticket office, housekeeping, and maintenance.
- Collects and organizes lost and found items, event logs and incident forms.
- Acts as point of contact for all Stadium Event guest feedback (phone calls, emails, survey results), document the responses, and respond to guests accordingly.
- Maintains and inventories equipment for the Guest Experience department.
- Assists with department administrative duties.
- Other duties as assigned.
- Bachelor’s degree in related field - Required.
- Minimum of 3 years of professional experience.
- Highly organized with attention to detail.
- Conflict resolution skills, with formal training – Preferred.
- Previous experience at a sports/theatre/hospitality/entertainment venue - Preferred.
- Participated in "Be Our Guest" training or similar programs.
- Bilingual (English/Spanish) - Preferred.
- Able to work evenings, weekends, holidays, and extended hours as required.
- Able to stand for long periods of time and lift or move items weight up to 30lbs.
- Must be proficient with Microsoft Word, Excel, and Outlook.
- Professionalism in all interactions with fans, stadium partners and fellow HDFC staff members.
- Ability to handle highly sensitive and confidential information.
- Maintains Organizational Core Competencies.
- Accountable – Holds themselves (and when appropriate others) accountable for achieving goals and objectives.
- Collaborative – Works collaboratively with others to achieve organizational outcomes.
- Progressive – Open minded, accepting, creative, and innovative in approach.
- Values Driven – Being ethical in decision making and operating with professional integrity.
- Agile – Achieves personal and organizational success within a changing, dynamic and complex environment. Ability to handle ambiguity.
Diverse candidates of all backgrounds are welcome, and the Club seeks individuals passionate about sport, inspiring the city and devoted to the organization's growth. While duties and responsibilities vary across positions, we are seeking individuals who are accountable, collaborative, progressive, agile and ethical/values driven.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
