Guest Experience Associate

MN Vikings Football•Eagan, MN

2d•Onsite

About The Position

The Guest Experience Associate will help support a program that fosters the ultimate fan experience for all Vikings guests. Factors that contribute to the success of this role are: providing unmatched customer service to Vikings fans at various Vikings events, supporting the Guest Experience department through executing projects to enhance overall guest satisfaction and support guest communication through phone calls and email while providing world-class service. Hospitality experience is preferred over sports experience in this role. In addition to the duties described below, the Guest Experience Associate will take part in the Vikings’ exclusive Leadership Development Program. This program will provide regular opportunities for professional development, exposure to organizational leadership and the ability to develop skills critical for the Associate’s future career growth. A fundamental part of the program will include clearly defined goals between the Associate and their Supervisor that will be tracked and measured for progress throughout the term of the program. This is a temporary full-time position that will begin on June 1, 2026, and conclude on May 28, 2027, unless otherwise determined.

Requirements

Degree recommended
Superior customer service ethic with high concern for co-worker and guest satisfaction
Demonstrated ability to seek proactive solutions to problems and situations before and/or after they arise with little or no supervision
Excellent communication skills including written, verbal and in-person training skills
Ability to work flexible hours including all home games, evenings, weekends, and holidays
Proficiency in Microsoft Office

Nice To Haves

Experience working in a guest services role preferred

Responsibilities

Provide the highest level of service and support developing, implementing, and enforcing SKOL Service standards at U.S. Bank Stadium, Twin Cities Orthopedics Performance Center, Vikings game days and various Vikings events.
Must have a positive attitude and willingness to assist guests and anticipate guest needs.
Resolve guest-related issues appropriately, track service issues to identify trends and service improvement opportunities through Microsoft CRM.
Oversee the Vikings Memory Maker Program by assisting with any interviews/hiring processes.
Facilitate training of game day staff, manage Vikings Memory Maker communication, oversee game day coordination, and support season long programming and personnel.
Join U.S. Bank Stadium leaders as a member of the SKOL Service committee, to provide insight into stadium culture development as well as leadership decision making.
Facilitate the operations of the Exceptional SKOL Service program, including sending out communication to awardees, organizing the on-field photo, and writing an article about the recipients.
Manage Game Day Gift pack sales, marketing, and delivery process.
Oversee and implement “First Game” programming for fans at U.S. Bank Stadium.
Organize Team Member Breakfast recognition program in partnership with stadium partners.
Develop and execute Training Camp staff rewards and recognition program.
Manage inbound and outbound emails and in-person meetings related to guest suggestions and complaints.
Organize packages for fans, partner mail-outs daily or weekly.
Supports Guest Experience, Guest Operations, and Events department at various events (major and small) with duties including and not limited to: Greeting/welcoming guests, overseeing event operations, assisting in ADA program, creating game day notes for all Vikings staff, generating details by communication with leaders across the organization, supporting internal SKOL Service initiatives.
This role will present opportunities to develop knowledge of Microsoft CRM database.
Measure “Voice of Fan” survey responses within CRM and analyze responses for game trends and ideate solutions for operational issues.
Call and email fans to provide personalized and genuine responses based on game day experience (average 100+ per game) and non-game day related.
Responsible for tracking fan communication within CRM.
Tracking fan connections through CRM: Game Day Gift Packs, Mail-outs
Game day/week responsibilities include but are not limited to setting up and breaking down employee break room, packing Game Day Gift Packs, helping with stocking guest services booths and other game day materials.
Responsible for managing warehouse inventory, game day and event radios, nametag printing, and Vikings Guest Experience tools.
Facilitate tours of U.S. Bank Stadium and TCOPC (Twin Cities Orthopedics Performance Center) for Vikings partners, VIPS, new hires and guests.