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Manager, Guest Experience

2 months ago

Tempe, Arizona, United States teamworkonline Full time

Position: Manager, Guest Experience – Full Time/Exempt

Department: Marketing – Guest Experience

Reports to: Senior Director, Guest Experience & Membership Events

Location: Arizona Cardinals (Tempe, AZ)

Format: In-person

Cardinals Organizational Summary:

The Arizona Cardinals Football Club is a professional football team within the National Football League (NFL). We compete in the National Football Conference (NFC) West division and call State Farm Stadium, in Glendale, Arizona, our home.

As one of the oldest pro football franchises in the U.S., the Club has established itself as a sport and cultural hallmark within Arizona, as well as a trailblazer for diversity, equity, inclusion, and belonging (DEIB) initiatives and firsts around the League. Our vision is to build a leading sports organization that competes for championships, drives business results, creates loyal fans, develops proud employees, and inspires hope in our community. We are relentless in our pursuit of greatness on and off the field, while positively impacting our people, our fans, and our community.

If you want to join an organization that values putting the team first, doing what is right, growing with positivity, valuing every voice, while driving performance, we would love for you to join our team. Learn more about the Arizona Cardinals and see what's happening here.

Job Summary:

Collaborating closely with the Senior Director, Guest Experience & Membership Events, this position will be responsible in elevating the overall experience of our guests by setting, managing and exceeding expectations at events, games, and any other interactions.

Primary Job Duties:

The Manager, Guest Experience will have the daily responsibilities, without limitation, to include the following:

  • Hire, train, and manage a game-day staff of approximately 200+ team members (communications, uniforms, schedules, etc.).
  • Serve as the main point of contact for the gameday team members, including but not limited to deploying pertinent information regarding Cardinals game days, trainings, and ancillary events.
  • Coordinate Alumni appearances on game-day.
  • Uphold the standards of the Arizona Cardinals Football Club, always maintaining professionalism.
  • Receive ADA Certification and function as the primary contact for ADA including overseeing the Sensory Space, Privacy Rooms, ADA Relocations, etc.
  • Coordinate all nametags and tags that designate languages, ASL, etc.
  • Assist in the planning and execution of all Membership Events.
  • Run point on the Responsible Fan Program.
  • Learn all Arizona Cardinals policies, procedures, and programs to ensure specialized service in answering guest inquiries and assisting in solving the issues.
  • Uphold the standards of the Arizona Cardinals Football Club, always maintaining professionalism and serving as a positive representative.
  • Manage Fan Pack and special (wedding/baby announcement) requests.
  • Assist in hiring, training, and managing a game day staff of approximately 200 team members.
  • Demonstrate guest service skills and apply guest recovery tools.
  • Oversee and manage inventory and sales of historical merchandise.
  • Other duties as assigned.

Qualifications/Requirements

  • Education: Bachelor's degree in a related field, or equivalent experience
  • Experience: At least five (5) years of experience in service, guest support, management, or another relatable field
  • Ability to remain calm and courteous under pressure and navigate tense situations.
  • Strong verbal and written communication skills.
  • Ability to effectively work in a fast-paced environment with multiple competing priorities that require strong time management and prioritization.
  • Excellent guest service and interpersonal communication skills with a strong orientation towards relationship building and serving others.
  • Able to work well within a team environment, helping and providing support to all team members.
  • A keen attention to detail, strong conflict resolution, problem-solving and decision-making skills.
  • Bi-lingual (Spanish) is preferred but not required.
  • Must be able to stand and exert well-paced mobility for periods of up to eight (8) hours in length.
  • Ability to lift to 30 pounds on a regular basis.
  • Flexibility to work weekends and nights, some holidays, as well as a commitment to work all games and ancillary events occurring at State Farm Stadium (Glendale, AZ).
  • Must complete all pre-employment forms and successfully pass a background check

Cardinals Benefits/Perks Summary:

The Arizona Cardinals Football Club has developed a comprehensive benefits package that provides economic and inclusive benefits to full-time employees. The Cardinals benefits offer care, protection, and support for employees and their loved ones. The Cardinals organization encourages an environment that is conducive to living a healthy, productive, and flexible lifestyle.

Benefits and Perks include, but are not limited to:

  • Health, Dental, and Vision Insurance options; effective the first day of hire
  • 401 (k) retirement option with employer match contribution
  • Paid Time Off Accruals (including sick time accruals)
  • Paid Time Off for most Federal holidays
  • Time off for Maternity, Paternity, Military, and Bereavement
  • MDLIVE: 24/7 medical support
  • Flexible Spending Accounts (FSA) & Health Care Saving Account options
  • Discounts on Cardinals gear & paraphernalia
  • Tuition reimbursement & Professional Growth opportunities
  • Daily free lunch
  • Complimentary season tickets
  • Subsidized gym memberships

The Arizona Cardinals Football Club is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

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