Guest Services Director

San Francisco Giants • San Francisco, CA

1d • $110,000 - $120,000 • Hybrid

About The Position

The Director of Guest Services provides strategic and operational leadership for all guest experience functions at a Major League Baseball venue. This role translates organizational objectives into effective operational plans, ensuring consistent service standards, efficient staffing models, and seamless event execution. The Director oversees training programs, department SOPs, and event-day operations while fostering a culture of service excellence and continuous improvement.

Requirements

• 7+ years of experience in guest services, venue operations, or large-scale event management, preferably in a sports or entertainment environment.
• A strong leader with a proven ability to build, motivate, and develop high-performing teams.
• Demonstrate expertise in staff training, scheduling logistics, and performance management.
• Demonstrate success implementing employee engagement, recognition, or service excellence initiatives that improve performance and retention.
• Are knowledgeable in accessibility standards, large-event safety protocols, and union labor environments.
• Can thrive in a fast-paced setting with non-traditional hours, including evenings, weekends, and holidays.
• Are exceptional conflict resolution, communication, and problem-solving skills.
• Influence and collaborate effectively with senior leaders and cross-functional partners in a matrixed organization.

Responsibilities

• Develop, implement, and maintain departmental SOPs, operational checklists, and event-day service standards.
• Design and oversee the seasonal staffing model, including hiring strategy, onboarding, and all training and development programs.
• Support and advance team member engagement initiatives through recognition programs, feedback collection, and cross-department collaboration
• Manage staffing levels, scheduling strategy, payroll and budget utilization, and long-term resource planning.
• Lead operational planning for all baseball games, concerts, and special events, ensuring alignment with venue-wide objectives.
• Provide event-day leadership by overseeing managers and supervisors to ensure smooth operations and rapid issue resolution.
• Analyze guest feedback, incident data, and operational performance metrics; recommend and implement service and operational enhancements.
• Oversee and personally engage in the resolution of escalated guest concerns, ensuring timely, professional communication across phone, email, and in-person interactions.
• Ensure full compliance with ADA requirements, league policies, organizational safety standards, and state/federal labor laws.
• Collaborate with internal departments to develop ingress/egress plans, premium experience programs, guest communication strategies, and partnership or sponsorship activations.

Benefits

• robust medical, dental and vision coverage
• a generous 401(K) matching program
• complimentary Giants tickets
• dedicated mental health support
• a hybrid working environment
• transportation benefits
• wellness programs
• paid time off including half day Fridays during the season and an extended holiday break

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed