Director, Guest Experience

Director, Guest Experience

Facility – Footprint Center

Phoenix, AZ

Job Summary:

Player 15 Group includes several companies and many collaborative departments that support the Phoenix Suns, Phoenix Mercury, and Footprint Center.

Would you like to win championships and create sustained success? Player 15 Group is looking for individuals who are committed to pursue excellence, win championships, create sustained success and desire to play a role in creating memorable experiences.

We are seeking an experienced and highly motivated Director, Guest Experience, to lead the Guest Services department, ensuring that we provide best-in-class service to all guests attending Phoenix Suns games, Phoenix Mercury games, shows, and other ticketed events.

What You Will Do:

• Lead the Guest Services department and event-day operations including 6 FT and 250 PT event team members.
• Work with the VP, Event Services to develop department goals and objectives, the annual budget, and service metrics that focus on the organization’s goals.
• Lead by example, delivering exemplary guest service by creating an upbeat, exciting atmosphere for FT and PT team members, building stakeholders, partners, and guests.
• Maintain a visible presence and constant communication with team members throughout the event, ensuring that they are delivering upon our Valley P.R.I.D.E. service standards.
• Support the Premium Experience team in providing exceptional, high-end service in our clubs, suites, and in-arena premium restaurant.
• Work closely with People & Culture on team member engagement, rewards & recognition, policies and procedures, and maintaining proper staffing levels.
• Respond to team members and guests in a prompt, courteous and professional manner and serve as a senior escalation point for team members and guest inquiries, concerns, and/or complaints.
• Cultivate and implement training and engagement programs to elevate the team member experience and assist in the facilitation of the seasonal team member summits.
• Serve as an expert on resolving guest issues and ticketing questions.
• Communicate and collaborate with Event Managers and other departments for event requirements including staffing needs, security meetings, VIP programs, etc.
• Review post-event reports and recaps to identify trends; offer guidance and solutions for guest experience and operational improvements.

What We Need From Our Director, Guest Experience:

• Ability to project a friendly, approachable, and professional attitude at all times, interact well with fellow team members and the general public, and influence, negotiate and gain commitment at all organizational levels.
• Ability to effectively communicate with and listen to diverse populations, including strong verbal communication, written and presentation skills.
• Effective time management skills and ability to manage several complex projects simultaneously while working under pressure to meet deadlines.
• Proven ability to work effectively independently and in a team environment and/or frequently deal with difficult issues related to people or situations.
• Understands how to manage information, balancing team member confidentiality with business needs; knows when to communicate information upward.
• Computer proficiency and technical aptitude with the ability to utilize MS Office suite, ABI, 24/7 Incident Management System, Ticketmaster, Suns app, etc.
• Must have a basic knowledge of technology, including operating and troubleshooting radios, tablets, and ticketing devices.
• Ability to react appropriately in emergency and high stress situations and maintain order and ensure adherence to all safety and security policies.

Experience/ Education Requirements:

• High school diploma or GED

• 4-year degree in Business, Hospitality, Communications, Sports Management or related field of study or equivalent experience preferred
• Minimum of 5 years of experience in a guest services leadership role
• Experience leading a large team comprised of FT and PT team members
• Experience in arena or stadium operations is preferred

What You Can Expect:

The work environment characteristics described here are representative of those that must be met by Director, Guest Experience to optimally perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to transit throughout the arena for long periods of time.
• This position works mainly indoors, removed from extreme weather; exposure to weather is <5%
• S-Sedentary Work – Exerting up to 10 pounds of force occasionally.
• Must be able to carry on a conversation both on the phone and in-person.
• Ability to Read, Write & Speak in English
• Wide range of full-time benefit options including
• Medical, Dental and Vision coverages
• Life and Disability options
• Vacation, sick and holiday leave programs
• In-arena work requirements with the potential of hybrid schedules based on each role and department.
• Perks:
• Discounts at Fanatics Team Shop
• Tickets available for Phoenix Suns and Phoenix Mercury games
• Visit our Culture page to learn more about our culture and work environment

Player 15 Group is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Please note this job description is not crafted to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

For questions about this career opportunity, please contact the People & Culture Recruiting team at recruiting@suns.com