Gameday- Quality Assurance Rep

Houston Texans•Houston, TX

4d•Onsite

About The Position

The Houston Texans are seeking an individual for the position of Gameday - Quality Assurance Representative. This role involves conducting "secret shopping" evaluations throughout the stadium and surrounding premises, with a strong focus on safety, security presence, and adherence to protocols. The representative will interact with guests before, during, and after Houston Texans home games and other events to ensure the highest level of customer service is provided.

Requirements

High School Diploma required.
Effective verbal, written and interpersonal communications.
Possess excellent attention to detail.
Demonstrate security-focused mindset, with experience or interest in safety operations, situational awareness, and adherence to established protocols.
High level of customer service skills.
Ability and internal drive to demonstrate a winning attitude and a strong work ethic in the performance of all job responsibilities.

Nice To Haves

Customer service experience preferred.

Responsibilities

Conduct "secret shopping" evaluations by observing various areas throughout the stadium and surrounding premises, with a strong focus on safety, security presence, and adherence to protocols.
Interact with guests prior to, during and after ten (10) Houston Texans (“Club”) home games and five (5) LSSE events to ensure the highest level of customer service is being provided to guests.
Support and reinforce security awareness by aligning with the Houston Texans mission and values, Fan Code of Conduct, and NFL Best Practices, ensuring a safe environment for all guests.
Monitor interior and exterior areas of the stadium with an emphasis on identifying safety risks, security gaps, and operational concerns escalating issues to management as needed.
Observe and report on guest flow and behavior, including congestion at entry points, concession areas, and security checkpoints.
Collect data related to security operations, including timing and efficiency of security screening lines and adherence to protocols.
Conduct fan surveys with an emphasis on guest perceptions of safety, security presence, and overall comfort within the stadium.
Assist with and respond to fan behavior-related calls and texts, supporting de-escalation and proper reporting procedures.
Maintain consistent communication with Guest Experience and Security leadership regarding observations, incidents, and potential risks.
Document security and operational findings through photos, highlighting areas meeting and/or not meeting safety and security standards.
Take ownership of identifying, reporting, and following through on safety and security-related service issues.
Provide guests with clear and accurate information related to stadium policies, safety procedures, and gameday operations when needed.
Attendance is required at all ten (10) Texans home games, including playoffs, and five (5) LSSE events at NRG Stadium.
Position requires extensive walking and standing for prolonged periods while actively monitoring assigned areas throughout NRG Stadium and NRG Park.
Perform various other tasks that may be assigned from time to time by Guest Experience Management Team.
Position requires routine face-to-face personal interaction with other Club personnel and fans at NRG Stadium and/or NRG Park during Houston Texans football games and other Club events; therefore, job responsibilities must be physically performed in the Club offices and/or at NRG Stadium/NRG Park as may be assigned and not in a telecommuting manner.