Venue Service Standards Manager
About The Position
At the Tennessee Titans, we’re dedicated to a winning culture, making a meaningful impact in our community, and creating moments that bring people together. We pursue excellence in everything we do and foster a culture of accountability, teamwork, and relentless commitment because we are dedicated to being a part of something bigger than ourselves. Job Description – What you will be doing The Manager, Venue Service Standards defines, teaches, and reinforces service standards across the venue. This role leads training for full-time staff, event day staff, and vendor partners to ensure consistent, high-quality guest experiences. The position focuses on how service is taught, modeled, and sustained, particularly during the transition to the New Nissan Stadium.
Requirements
- Bachelor’s degree required
- 4-6 years’ experience in training, guest experience or similar field
- Strong understanding of service behaviors, guest expectations, and hospitality best practices.
- Confident presenter and facilitator with the ability to engage diverse audiences.
Nice To Haves
- Experience supporting hiring or staffing initiatives is a plus
- Familiarity with venue or large-scale event operations is a plus, but not required
Responsibilities
- Develop, deliver, and evolve venue-wide service standards training, including New Nissan Stadium training programs.
- Clearly define expected service behaviors and guest-facing standards across all roles and touchpoints.
- Train full-time staff, part-time staff, and vendor partners on service expectations, venue operations, and guest-first principles.
- Create and maintain training content and materials that reinforce consistent service delivery across the venue.
- Continuous review and improvement of training content
- Provide real-time feedback on event days to reinforce service standards and elevate guest interactions.
- Partner with internal teams and vendor partners to ensure alignment with venue service standards.
- Support operational readiness through role-specific, event-specific, and venue-specific training initiatives.
- Represent the venue at job fairs and community outreach events to attract service-driven talent.
- Support the development of a hiring process and referral strategy focused on candidates who align with venue service expectations.
- Model venue service standards and reinforce expected behaviors through hands-on coaching and presence in the venue.
- Strengthen service consistency through development of an employee recognition program.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
