Manager, Guest Services - River Cats

Job Description

Under the leadership of the Director of Guest Services, the Manager will provide day-to-day leadership of the Guest Services and EMS teams. As the leader of over 100 team members per event, the Manager of Guest Services is the steward of the guest experience for Sutter Health Park. These teams have the most points of contact with guests visiting the ballpark and facilitate a welcoming, fun, and safe guest experience.

Key Responsibilities:

• Manage the day-to-day operations of event teams including EMTs, ushers, ticket takers, and guest services. Handle scheduling, attendance tracking, performance management, and mentorship of EMS and Guest Service Teams.
• Collaborate with Human Resources to maintain appropriate staffing levels for games and events at Sutter Health Park.
• Lead teams in creating an exceptional guest experience through genuine interactions, consistent practices, and effective crowd management.
• Assign staff to positions appropriate to the event, attendance levels, and client expectations.
• Work with Security leadership to provide coordinated ingress, egress, and event management that promotes a welcoming, fun, and safe environment for guests and employees alike.
• Oversee guest experience functions including serving as the main point of contact for guest concerns, lost and found, and analyzing trends for department leaders to improve guest satisfaction.
• Partner with EMS staff to promote a safe ballpark through proactive risk management practices. Document and report safety trends to department leaders.
• Serve as the main point of contact for guests with questions and concerns regarding ADA and other accommodations at the ballpark.
• Complete special projects as assigned.

Required Skills/Abilities:

• Bachelor's degree (BA/BS) in business or a related field.
• Minimum two (2) years' experience in a guest services leadership role in sports, theme parks, or a multi-use facility.
• Excellent organizational, leadership, communication, and interpersonal skills.
• Proven ability to resolve guest concerns promptly and continuously improve the guest experience using feedback and observations.
• High level of competence in making sound and timely business decisions.
• Demonstrated organizational and leadership skills in mentoring large teams with varied responsibilities and experience levels.
• Ability to work extended hours including nights, weekends, overtime, and be on-call frequently during the season.

Compensation: This is a full-time, exempt position with an expected annual salary of $66,560 - $75,000. Final offers for this role will be made within the parameters of the salary range provided. Years of experience, skills, and other factors are considered when determining the salary offered. Total compensation & offer package will include the following:

• Comprehensive Medical, Dental and Vision benefits for employees and dependents
• Employer 401(k) match
• Self-Directed Paid Time Off, Parental Leave
• Sacramento River Cats home game tickets, On Deck Shop discounts, and more!

Salary : $66,560 - $75,000