Job Title:Manager, Guest Experience

Department:Ballpark Operations

Reports To:Director, Guest Experience

Directly Supervises: Zone Supervisors, Event Staff Team Members and Reception

Primary Objective:  Responsible for managing the organization’s Event Staff employees, ensuring exceptional experiences for both guests and employees during baseball and large non-baseball events.  Oversees the execution of day-to-day operations to ensure Team Member service level expectations are consistently and professionally met.

Essential Functions:

• Work closely with the Director, Guest Experience to define clear expectations for Event Staff Team Members, Zone Supervisors, and Reception.
• Help establish and implement short and long-term goals, strategic plans, policies standards and operating procedures for Event Staff Employees. Monitor and evaluate effectiveness, and effect changes required for improvement that will ensure guests consistently have exceptional experiences.
• Contribute to the development of Guest Experience programs that anticipate guests’ and Team Member needs; develop and maintain information sharing processes to ensure staff have access to the most up-to-date information to address questions from various audiences.
• Train, evaluate performance, and foster the growth and development of all Team Members and third-party vendors. Lead with a positive attitude and demonstrate commitment to all Team Members and Vendors.
• Liaise with Sodexo, Allied Universal, the Sales Department and Ballpark Operations to ensure delivery of exceptional experiences at all ballpark events (baseball and non-baseball).
• Oversee staffing levels and manage staffing issues in coordination with Human Resources and our scheduling system.
• Contribute to the creation and delivery of Guest Experience related trainings and development programs; and provide input on all guest experience related communication materials to ensure accuracy and consistency in messaging.
• Work closely with the Sales Department on all customer expectations and challenges.
• Manage content information in our Seattle Mariners Fan Feedback Survey; analyze the results, document the responses, and respond to guests accordingly.
• Participate in our guest comment response program and handle comments assigned in CRM.
• Properly and effectively resolve escalated guest service issues involving guests with diverse backgrounds, interests and concerns with utmost sensitivity, tact, diplomacy, and a global problem-solving emphasis.
• Act on guest issues as they arise on game days to resolve them in a timely manner; escalate any urgent issues to the Director, Guest Experience.
• Work swiftly with our Legal Department on issues and incidents involving legal liability and represent the Club’s interests at all times while assisting guests.
• Recommend and help implement improvements to T-Mobile Park to enhance the guest experience in all areas.
• Assist with game day responsibilities as directed by the Director, Guest Experience.
• Expense corporate card on a monthly basis and according to company guidelines.
• Will perform other duties as assigned.

Education and Experience:

• Bachelor’s degree in hospitality management, public relations, business administration or related field required.  Equivalent, relevant work experience may be considered in lieu of formal education if approved by management.
• A minimum of five (5) years of experience in large facility guest experience/operations, preferably in major league sports or entertainment.
• A minimum of three (3) years of experience in a management or supervisor role.
• At least two (2) years of experience in developing and delivering orientation and/or guest service training.

Competencies, Knowledge, Skills and Abilities (KSA’s):

• Sensitivity and responsiveness to cultural, ethnic, age, and other groups, enabling one to better anticipate needs and desires of a wide range of guests.
• Demonstrated ability to identify guest services strategies and translate them into tactical plans.
• Must possess proficient computer skills including MS Word, Excel, PowerPoint, Smartsheet and Outlook.
• Knowledge of or ability to learn CRM & Ticketing software, MS Project and budgetary software programs.
• Authentic and Aware: Exemplifies the highest standards of professionalism and ethics, demonstrating a dedication to doing the right thing and treating everyone with respect. Is self-aware and open to feedback, ability to speak the truth with a positive intent, foster a culture of honesty and builds trust with the team. Commitment to the organization's mission is evident in both words and actions, aligned to actively contribute to the fulfillment of organizational goals.
• Communicate and Collaborate: Values others and their views, actively engaging and partnering with team members. Seeks clarity and shares information transparently, fostering a collaborative environment while influencing others and aligning support. Excels in seeking out and leveraging the right resources, engaging in teamwork with a positive and productive approach. Whether verbally or in writing, communicates in a clear and constructive manner, contributing to an engaged and efficient workplace.
• Execute with Purpose: Takes action and demonstrates accountability, leading with a sense of urgency and dedication to achieving results. Sets and meets challenging expectations for themselves and others, making timely, data-driven decisions and taking ownership of outcomes. Approachable, engaged, and committed; sets a positive tone and cares deeply about the organization. Manages time, priorities, and resources effectively, aiming for and achieving excellence.
• Adapt and Innovate: Acts boldly, fosters innovation, and supports transformational change. Leveraging analysis and insights, develops new directions and solutions, identifying opportunities for improvement and displaying a commitment to fixing them. With an ongoing commitment to learning and self-development, overcomes challenges constructively and adjusts effectively to shifting priorities and rapid change. This approach contributes to a dynamic work environment focused on progress and continuous improvement.
• Empower and Develop Talent: Leads by example, serving as a role model for emerging leaders while actively supporting their growth. Attracts, develops, recognizes, and advances high-quality talent, fostering a culture of excellence. Excels in effective delegation, motivation, and coaching, creating a culture of trust within the team by providing constructive feedback and holding team members accountable. Contributes to a positive workplace that values diversity and supports inclusion, further enhancing the overall work environment.