Guest Experience Manager

6 days ago

Tempe, Arizona, United States AEG Full time
Job Summary

We are seeking a highly skilled and experienced Guest Experience Manager to join our team. As a key member of our Guest Experience department, you will be responsible for elevating the overall experience of our guests by setting, managing, and exceeding expectations at events, games, and other interactions.

Key Responsibilities
  • Hire, train, and manage a game-day staff of approximately 200+ team members, including communications, uniforms, schedules, and other related tasks.
  • Serve as the main point of contact for the gameday team members, providing pertinent information regarding Cardinals game days, trainings, and ancillary events.
  • Coordinate Alumni appearances on game-day and ensure a seamless experience for our guests.
  • Uphold the standards of the Arizona Cardinals Football Club, maintaining professionalism and providing exceptional service to our guests.
  • Receive ADA Certification and function as the primary contact for ADA, overseeing the Sensory Space, Privacy Rooms, ADA Relocations, and other related tasks.
  • Coordinate all nametags and tags that designate languages, ASL, and other accessibility features.
  • Assist in the planning and execution of all Membership Events, ensuring a high level of service and satisfaction for our guests.
  • Run point on the Responsible Fan Program, promoting a safe and respectful environment for all guests.
  • Learn all Arizona Cardinals policies, procedures, and programs to ensure specialized service in answering guest inquiries and assisting in solving issues.
  • Uphold the standards of the Arizona Cardinals Football Club, maintaining professionalism and serving as a positive representative.
  • Manage Fan Pack and special requests, ensuring timely and accurate fulfillment.
  • Assist in hiring, training, and managing a game day staff of approximately 200 team members.
  • Demonstrate guest service skills and apply guest recovery tools to resolve any issues that may arise.
  • Oversee and manage inventory and sales of historical merchandise, ensuring a high level of service and satisfaction for our guests.
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.
Benefits

The Arizona Cardinals Football Club offers a comprehensive benefits package that provides economic and inclusive benefits to full-time employees. Our benefits offer care, protection, and support for employees and their loved ones. We encourage 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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