Premium Team Member Experience Manager

Tennessee Titans•Nashville, TN

23h•Onsite

About The Position

The Manager, Premium Team Member Experience, is responsible for leading, developing, and elevating the concierge team that supports premium guests throughout the suite levels. This role focuses on delivering highly personalized, hospitality-driven service that reflects the expectations of premium clientele while creating a positive, engaging experience for concierge team members.

Requirements

Bachelor’s degree in hospitality, Business, Sport Management, or related field preferred.
3–5 years of experience in hospitality, guest experience, or premium service environments; sports or entertainment venue experience preferred but not required.
Demonstrated ability to lead frontline teams in high-expectation, fast-paced environments.
Strong communication and interpersonal skills, with a polished professional presence.
Passion for delivering elevated, personalized guest experiences, particularly within premium settings.
Flexibility to work nights, weekends, holidays, and extended hours based on event schedules.

Responsibilities

Lead and support the premium concierge team serving premium spaces and suite levels during games and major events.
Act as the primary point of contact for concierge staff during event days, providing clear expectations, service priorities, and real-time support.
Oversee event-day deployment, briefings, and coverage plans tailored to premium guest needs.
Support concierge team members with guest issue resolution, service recovery, and elevated hospitality moments.
Deliver concierge-specific training focused on premium hospitality, anticipatory service, discretion, and relationship-building.
Ensure concierge teams are fluent in venue wayfinding, policies, amenities, and ADA accommodations
Assist with recruiting, interviewing, hiring, and onboarding concierge team members.
Foster a culture of pride, professionalism, and accountability within the premium concierge team.
Build strong relationships with concierge staff to promote retention and consistent performance.
Prepare and distribute event communications, schedules, and briefings for concierge staff and supervisors.
Track staffing needs, attendance, and feedback to continuously improve premium service delivery.
Support new stadium initiatives and evolving premium offerings with a concierge-first mindset.
Work in close partnership with Premium Sales and Service to anticipate premium member needs, reinforce value, and elevate the concierge experience across all premium spaces.
Assist with payroll verification, attendance tracking, and credential distribution for concierge team members.
Ensure compliance with stadium policies, safety procedures, and service protocols.