Guest Experience

Orlando City SC & Orlando Pride•Orlando, FL

4d•Onsite

About The Position

This role is for a Director of Guest Experience who will be a champion for guest experience and advocate for a fan-first culture. The individual will lead and integrate all guest-facing elements and interactions to create a world-class fan experience at INTER & Co Stadium and at Osceola County Stadium. Responsibilities include evaluating and improving existing guest experience practices, and providing professional development and training to employees and partners to consistently deliver a world-class, fan-first guest experience.

Requirements

Bachelor’s Degree or equivalent with 5-7 years’ experience in sports and entertainment or hospitality industry
3+ years’ experience in a supervisory or managerial role.
A fan-first, customer-centric individual who works vigorously to understand guest needs, earn their trust, and improve their experiences.
Ability to lead large, diverse teams of front-line employees and experience in training leaders.
Positive attitude and intrinsic desire to provide excellent service to all guests.
Demonstrated strong problem-solving capabilities.
Exceptional interpersonal and communication skills, both verbal and written, and the ability to foster relationships with guests, employees, and partners.
Strategic thinker with the ability to align initiatives, structures, and various business components in support of mission, vision, strategic plan, and annual budget.
Ability to succeed in a fast-paced, innovative, and rapidly evolving industry and business organization.
Proficient in the Microsoft Office suite, along with other applicable technology applications.
The ability to pass a background screening.
The ability to attain and maintain a Safesport certification.

Responsibilities

Oversee the guest experience for Orlando City, Orlando Pride, Orlando City B, and INTER & Co Stadium, ensuring a best-in-class end-to-end experience for our guests, members, and partners.
Collaborate with the Supporter Coordinator on the overall Supporter Group relationship and matchday experience, including but not limited to gameday logistics, away travel, event planning, and leadership touchpoints throughout the year.
Develop programs, policies, procedures, and service training models to provide the highest level of customer service.
Develop the annual guest experience operating budget with the VP of Facilities & Operations and manage day-to-day operations to ensure cost effectiveness.
Develop KPIs and customer satisfaction metrics to make agile data-driven recommendations to improve the customer experience.
Liaise and collaborate with all internal and external stakeholders to ensure that all required and requested services are being provided in a timely manner.
Develop and execute training and support programs for all event staff and third-party vendors that reinforce the organization’s values, vision, and mission to help achieve its goals.
Establish best-in-class processes, procedures, and systems for guest inquiries, feedback, lost & found, and complaints, and works closely with all departments to proactively address guests' needs.
Develop monitoring initiatives to ensure evaluation and feedback from internal and external stakeholders and standards are achieved.
Create post-event reports and recaps to identify trends to offer guidance and solutions for guest experience and operational improvement.
Call and email fans to provide personalized and genuine responses based on the game day experience, as needed.
Other duties as assigned.