Seattle Seahawks / First & Goal Inc.

NFL team ownership and stadium operations

Guest Services Manager

Customer ExperiencePosted on Nov 13

Full-timeSeattle, WA, USA$85k - $93kIn-person

About the Job

Requirements

Strong written and verbal communication skills to communicate effectively with front-line employees, leadership, guests, and internal stakeholders.
Ability to deliver exceptional customer service, resolve complex guest concerns, and implement service recovery strategies while maintaining a positive guest experience.
Ability to handle sensitive and confidential information with professionalism, discretion, sound judgment, and integrity.
Experience supervising, coaching, developing, and managing employees, including providing feedback, addressing employee concerns, and administering corrective action.
Ability to adapt to changing priorities, operational demands, and evolving responsibilities in a fast-paced environment.
Exceptional attention to detail and the ability to produce accurate, thorough, and high-quality reports, documentation, and communications.
Strong organizational and time-management skills, including the ability to manage competing priorities, meet deadlines, and balance multiple responsibilities in a dynamic work environment.
Experience developing, implementing, or facilitating employee training programs, onboarding initiatives, and employee recognition efforts.
A bachelor's degree, preferably in sports/entertainment management or business.
At least three to five years of full-time guest service experience in a managerial capacity in a stadium or arena.
Experience in a sports and entertainment facility or another hospitality-oriented business such as theme parks, hotels, or airlines.
Must pass a pre-employment background check.
Must be able to carry out supervisory responsibilities for 600+ union part-time employees in accordance with organizational policies, applicable laws, and the collective bargaining agreement, including interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints; and resolving problems.
Must be able to meet the stated physical demands, including walking and standing for long periods and long distances during event days; using hands and fingers; reaching with hands and arms; standing, sitting, stooping, kneeling, crouching, and crawling; and lifting 15 pounds.
Must be able to maintain focus and use peripheral and close vision.

Responsibilities

Contribute to developing and consistently implementing a best-in-class guest service program focused on proactive service, employee empowerment, and organizational principles and values.
Supervise and coach part-time guest services staff to achieve high performance and service.
Serve as Guest Services Manager on Duty, with direct oversight of department operations at Seahawks games, Sounders and Reign FC matches, WAMU Theater and stadium concerts, Lumen Field Event Center events, and other events as directed by the Director of Guest Services.
Praise, counsel, and discipline stadium staff; submit staff notes; complete termination paperwork as necessary; and uphold stadium standards.
Ensure clear communication and distribution of relevant information to internal stakeholders and teammates through the department website, event resources, and other related channels.
Maintain communication with event staff, manage the Guest Services teammate website, share event-specific details, and assist with the Guest Services email account.
Evaluate post-event Captain's reports and implement changes and ideas based on their findings.
Manage the Lumen Field tour program, including hiring, training, and coaching tour guides; ensuring a quality tour experience; and collaborating on an innovative marketing campaign.
Partner with the Training and Employee Experience Manager and Director of Guest Services to develop and sustain teammate recognition programs, event staff engagement opportunities, and initiatives that improve the Lumen Field experience.
Consult with the Training and Employee Experience Manager to develop relevant online and in-person training that supports teammates in their responsibilities and service delivery.
Serve as the primary contact for customer service inquiries and feedback, respond promptly to customer service emails, follow guest-recovery procedures, and work with other departments as needed.
Manage the stadium Wardrobe Distribution Center, including staffing, procurement, uniform inventory, and uniform distribution operations.
Assist with onboarding new employees by communicating first-shift information, team assignments, and other essential information.
Perform other duties and responsibilities as assigned by the Director of Guest Services.

Desired Qualifications

Experience working with and managing unionized staff.

Job Title:        Guest Services Manager
Department:   Guest Services
Reports To:    Director of Guest Services
FLSA Status: Exempt
SUMMARY
Responsible for achieving professional delivery of world-class guest service for all events at Lumen Field, Lumen Field Event Center and WAMU Theater. The Guest Services Manager is responsible for managing and supervising all aspects of the Guest Services operation on the Lumen Field campus. This position will be responsible for providing managerial support to our Guest Services staff and consistently motivating all Teammates to provide best in class service to every guest, client and fellow Teammate. Under the leadership of the Director of Guest Services, this position will also oversee the Lumen Field tour program, which operates both public and private groups during the calendar year.
This is a full-time exempt position, overseeing events and Teammates, requiring at times to work extended hours including evenings, weekends and holidays.
ESSENTIAL DUTIES AND RESPONSIBILITIES

Contribute to the development and consistent implementation of a best-in-class guest service program that focuses on Raising the Game through a proactive service philosophy, empowerment of employees and maintaining organizational principles and values
Supervise and coach part-time guest services staff with the goal of achieving the highest level of performance and service
Serve as Guest Services Manager on Duty (MOD) with direct oversight of all department operations at Seahawks games, Sounders and Reign FC matches, WAMU Theater and stadium concerts, Lumen Field Event Center events and other events as deemed necessary by the Director of Guest Services
Praise, counsel and discipline Guest Services stadium staff. Submit staff notes and complete termination paperwork as necessary. Hold Guest Services staff members to the highest stadium standards
Ensure clear communication and distribution of relevant information to internal stakeholders and Teammates through the department website, event resources, as well as other related mediums
Maintain open lines of communication with the event staff, including managing the Guest Services Teammate website, sharing event specific details and assisting with the Guest Services email account
Implement changes and ideas after evaluating post event Captain’s reports
Manage the Lumen Field tour program including hiring, training and coaching of tour guides, ensuring a quality tour experience, as well as collaborating on an innovative marketing campaign
Partner with the Training and Employee Experience Manager and Director of Guest Services to develop and sustain universal Teammate recognition programs providing event staff engagement opportunities and other initiatives to positively impact the Lumen Field experience
Consult with Training and Employee Experience Manager to develop robust and relevant training program (both on-line and in-person) that enlightens and empowers Teammates in their job responsibilities and service delivery
Function as primary contact for all customer service inquiries and feedback. These responsibilities include timely responses to Lumen Field customer service emails, adhering to standard operating procedures for guest recovery initiatives and working with other departments as needed
Manage the stadium Wardrobe Distribution Center including staffing, procurement and inventory of uniforms and overall uniform distribution operations
Assist with onboarding new employees by communicating first shift information, team assignments and other essential information
Other duties and responsibilities as assigned by the Director of Guest Services

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Strong written and verbal communication skills, with the ability to effectively communicate with front line employees, leadership, guests and internal stakeholders
Demonstrated ability to deliver exceptional customer service, resolve complex guest concerns and implement service recovery strategies while maintaining a positive guest experience
Demonstrated ability to handle sensitive and confidential information with professionalism, discretion, sound judgement and integrity
Experience supervising, coaching, developing and managing employees, including providing feedback, addressing employee concerns and administering corrective action
Demonstrated ability to adapt to changing priorities, operational demands and evolving responsibilities while maintaining a high level of performance in a fast-paced environment
Exceptional attention to detail with a proven ability to produce accurate, thorough and high-quality reports, documentation and communications
Strong organizational and time management skills, with a demonstrated ability to manage competing priorities, meet deadlines and effectively balance multiple responsibilities in a dynamic work environment
Experience developing, implementing or facilitating employee training programs, onboarding initiatives and employee recognition efforts
Experience working with and managing unionized staff preferred
Must pass pre-employment background check

EDUCATION and/or EXPERIENCE

Bachelor's degree, preferably in sports/entertainment management or business
At least three to five years of full-time guest service experience in a managerial capacity in a stadium or arena
Experience in a sports and entertainment facility or other hospitality-oriented business such as theme parks, hotels or airlines required

SUPERVISORY RESPONSIBILITIES

Support 600+ union part-time employees who fall under the Guest Services department. Carry out supervisory responsibilities in accordance with the organization's policies, applicable laws and the CBA. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

WORK ENVIRONMENT AND PHYSICAL DEMANDS
The work environment and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Will at times be exposed to varied weather conditions
During event days long periods of walking and standing are required as well as walking long distances
Regularly required to use hands and fingers
Required to reach with hands and arms
Required to stand, sit, stoop, kneel, crouch and crawl
Required to lift 15 pounds
The ability to focus, peripheral vision and close vision

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.
COMPENSATION AND BENEFITS

The salary range for this position is: $85,000 – $93,000. The salary range applies to the current posting. The posted salary range may vary based on key factors including, but not limited to, education, job-related knowledge, experience and skill set.
We offer excellent benefits, please view here: https://www.seahawks.com/about/employment/benefits

Company: FGI

About the Company

Seattle Seahawks / First & Goal Inc.

NFL team ownership and stadium operations

The Seattle Seahawks are an NFL team based in Seattle that plays home games at Lumen Field and is owned by First & Goal Inc., with historical ownership by the Paul Allen family. The team fields a football squad, with offense, defense, and special teams executing plays to win games under the guidance of coaches and players. The franchise has made three Super Bowl appearances and won the 2014 NFL championship, supported by stable ownership and a dedicated stadium. The goal is to win on the field while growing fan support, revenue, and a lasting positive impact on the Seattle community.

Company size: 501-1,000
Company stage: Acquired
Total funding: $9.6B
Headquarters: Renton, WA
Founded: 1974

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