Guest Experience Training Manager

Legends Global•Houston, TX

3d•Onsite

About The Position

Legends Global, the leader in privately managed public assembly facilities, has an excellent and immediate opening for a Guest Experience Training Manager at NRG Park in Houston, Texas. NRG Park is in the fast lane for opportunity and excitement. We are a one ‑ of ‑ a ‑ kind premier facility with four major venues within one giant park, NRG Center (one million+ sq. ft. Convention Center), NRG Stadium (home of the Houston Texans and The Houston Livestock Show & Rodeo), NRG Astrodome (“The” Astrodome), and NRG Arena. We are seeking a uniquely qualified Guest Experience Training Manager to join our Guest Experience team. Under general supervision, the Guest Experience Training Manager oversees and guarantees that the facility provides world ‑ class customer service to clients, guests, vendors, and all others serviced by the staff and facility at NRG Park. Under the direction of the Assistant Director of Event Services, the Guest Experience Training Manager develops and provides proficient and comprehensive service ‑ oriented training to the staff of Legends Global and other entities at NRG Park where necessary. Acts as a liaison between the facility and clients, ensuring all clients’ guest experience training requirements are met and facility rules, regulations, and policies are adhered to. This role is ideal for a training professional with hands ‑ on experience in customer service or guest experience environments who can quickly assimilate into the fast ‑ paced sports and entertainment industry. This role requires a passion for intentionally designed guest experiences, behavioral service standards, and creating consistent, memorable moments for guests across all touchpoints. The Guest Experience Training Manager serves as a culture carrier, ensuring guest ‑ first behaviors are understood, modeled, and reinforced across all teams operating at NRG Park.

Requirements

Demonstrate knowledge of interpersonal relationships unique to the guest services industry.
Demonstrate knowledge of industry terminology, facility capabilities, operational procedures, and event-related services.
Work independently, exercising judgment and initiative.
Work effectively under pressure and/or stringent schedules and produce accurate results.
Maintain an effective working relationship with clients, team members, exhibitors, patrons, and others encountered in the course of employment.
Define problems, collect data, establish facts, and draw valid conclusions.
Remain flexible and adjust to situations as they occur.
Ability to work long and irregular hours that may vary due to functions and may include days, evenings, weekends, and holidays.
Bachelor’s degree from an accredited four‑year college or university preferred, ideally in Training & Development, Hospitality Management, Guest Experience, Human Resources, or a related field.
Two (2) to three (3) years of experience in training, employee development, guest experience, customer service, hospitality, sports & entertainment, or venue operations is strongly preferred.
Prior experience participating in, delivering, or developing a structured training program is required; experience authoring training materials or managing a training program is highly desirable.
Experience training staff in high-volume, guest-facing environments such as sports venues, theme parks, attractions, hospitality, resorts, or large-scale events is strongly preferred.
Experience training team members on ADA-related guest service practices or accessibility-focused customer interactions in public-facing environments is preferred.
ATD certification, ADDIE model experience, or formal instructional design background is a plus, but not required.
Excellent interpersonal skills including verbal, written, computer, presentation, and facilitation skills with the ability to communicate effectively with all levels within the organization.
Demonstrate exceptional skills in customer relations, communications, and problem-solving.
Work in a fast-paced environment.
Ability to apply conflict resolution and problem-solving skills in a team-oriented environment.
Exceptional experience in leading, motivating, and developing team members.
Inspire and influence teams across NRG Park to work together towards common goals.
Self-directed with strong project management skills and initiative to learn new skills independently.
Knowledge of instructional design methodology and adult learning concepts, principals, and practices with experience applying this knowledge to adult learners.
Ability to speak in front of large groups for training sessions.
Operate standard office equipment and personal computer(s) using MS Windows, Excel, MS Word, and PowerPoint.
Ability to develop video related training materials preferred
Ability to work in, or develop skills related to the use of, Canva.
Be licensed to operate a motor vehicle in the United States preferred.

Nice To Haves

ATD certification, ADDIE model experience, or formal instructional design background is a plus, but not required.
Ability to develop video related training materials preferred
Ability to work in, or develop skills related to the use of, Canva.
Be licensed to operate a motor vehicle in the United States preferred.

Responsibilities

Maintain, update and ensure current day trends are followed for the unique Guest Experience Training Program ONE NRG Park.
Manage the aspects of the ONE NRG Park team member experience to include reward and recognition programs, incentives, inventory, rewards team members, etc., with the assistance of the Guest Experience Team Members.
Maintain and support the high standards of NRG Park by positively contributing to the culture of the organization using the Quality Standards and Team Values taught through ONE NRG Park.
Apply the methodologies of training related to the sports and entertainment industry to ensure full compliance with regards to the ONE NRG Park program
Manage and maintain the ONE NRG Park Employee website, along with updating content related to the employee experience
Enforce a vibrant customer-focused culture by rallying together key stakeholders, Legends Global team members, as well as all the organization’s business partners and their personnel.
Train team members on various aspects of providing exceptional customer service, presenting the highest professional image, and maintaining an effective working relationship with clients, team members, exhibitors, guests, and others encountered in the course of employment.
Provide instructor-led training to all partners and contractors on NRG Park Guest Experience programs.
Train team members on inclusive guest service practices, including ADA-related guest interactions, accessibility awareness, and appropriate service accommodations to ensure all guests feel welcomed, respected, and supported.
Work with both tenants on overall guest experience expectations to ensure the highest level of exceptional customer service.
Translate guest experience standards into observable, trainable behaviors, including tone, body language, situational response, and service recovery techniques.
Observe team members in live event environments to coach service behaviors and identify real-time training opportunities.
In coordination with Legends Global Guest Experience and Event Services teams, develop a program which serves to audit NRG Park events on a year-round basis to provide metrics for review.
Analyze guest experience audit data to develop customized training plans to address any identified training gaps.
Champion a quarterly meeting with representatives of all partner companies to brief on items related to guest experience and venue culture
Conduct quarterly briefs with Legends Global Executives to review metrics related to ONE NRG Park training
Develop situational training modules in conjunction with Legends Global HR for each internal department which proactively enhances the overall guest experience
Keep up to date on the latest training trends, developments, and best practices across the sports and entertainment landscape. To include but not limited to conference attendance, collaboration with other Legends Global properties, etc.
Manage team member enrollment for training, schedule training sessions, and organize the resources to facilitate training programs.
Support the event day activities of the Guest Experience Team, to include scheduling, staffing, discipline and event day logistics.
Train and empower team members to resolve guest concerns using established service recovery principles while maintaining brand and venue standards.
May perform other duties as assigned.
Supervise Guest Experience Staff (both in-house and subcontracted personnel) to help manage the expectations of the Guest Experience department.
Serve as a visible ambassador of NRG Park’s guest experience standards and culture, modeling expected behaviors during events and daily operations.