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Guest Experience - Director of Guest Experience

Orlando City SC

Apply by 7/31/2024

Posted 2 months ago



Orlando, FL, USA

Job Type

Job Description

  • Oversee, develop and manage the Guest Experience for Orlando City, Orlando Pride and INTER & Co Stadium, ensuring a best-in-class end-to-end experience for our guests, members, and partners.
  • Develops programs, policies, procedures and service training model to provide the highest level of customer service.
  • Develop the annual guest experience operating budget with the VP of Facilities & Operations and manage day-to-day operations to ensure cost effectiveness
  • Develops KPIs and customer satisfaction metrics in order to make agile data-driven recommendations to improve the customer experience.
  • Liaise and collaborate with all internal and external stakeholders to ensure that all required and requested services are being provided in a timely manner.
  • Develops and executes training and support programs for all event staff and third-party vendors that reinforce the organization’s values, vision, and mission to help achieve its goals.
  • Responsible for the Fan Ambassador program on event days, including hiring, training and development of staff to meet the needs of the fan experience and operational efficiencies
  • Establishes best-in-class processes, procedures and systems for guest inquiries, feedback, lost & found, and complaints, and work closely with all departments to proactively address guests needs.
  • Develops monitoring initiatives to ensure evaluation and feedback from internal and external stakeholders and standards are achieved.
  • Creates post-event reports and recaps to identify trends to offer guidance and solution for guest experience and operational improvement.
  • Call and email fans to provide personalized and genuine responses based on game day experience as needed
  • Other duties as assigned.

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Qualifications Required

  • Bachelor’s Degree or equivalent with a minimum of 10-years’ experience in sports and entertainment or hospitality industry; and 6+ years’ experience in a supervisory or managerial role.
  • A fan-first, customer-centric individual who works vigorously to understand guest needs, earn their trust, and improve their experiences.
  • Ability to lead large, diverse teams of front-line employees and experience training leaders.
  • Positive attitude and intrinsic desire to provide excellent service to all guests.
  • Demonstrated strong problem-solving capabilities.
  • Exceptional interpersonal and communication skills, both verbal and written and the ability to foster relationships with guests, employees, and partners.
  • Strategic thinker with the ability to align initiatives, structures, and various business components in support of mission, vision, strategic plan, and annual budget.
  • Ability to succeed in a fast-paced, innovative, and rapidly evolving industry and business organization.
  • Proficient in Microsoft Office suite and Google Workspace along with other applicable technology applications.
  • Ability to work flexible hours including nights, weekends, and holidays.

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