Guest Experience Supervisor

3 days ago

Tampa FL USA, United States Tbb Inc Full time
Job Title: Guest Experience Supervisor

Job Summary:

We are seeking a highly motivated and experienced Guest Experience Supervisor to join our team at Tbb Inc. The successful candidate will be responsible for supporting the recruiting, hiring, and training of a best-in-class part-time Guest & Member Relations gameday staff. This role will also involve managing the scheduling of Guest & Member Relations staff for gameday, Buccaneer events, and non-Buccaneers events.

Key Responsibilities:
  • Support the recruiting, hiring, and training of a best-in-class part-time Guest & Member Relations gameday staff.
  • Manage the scheduling of Guest & Member Relations staff for gameday, Buccaneer events, and non-Buccaneers events.
  • Support the staffing and execution of non-Buccaneer events on the Suite level at Raymond James Stadium, including hiring staff, running event day operations, and all preparation leading up to event day.
  • Collaborate with other gameday staff managers to support recruitment, hiring, and guest experience training for all Buccaneers part-time staff.
  • Work with the Vice Presidents of the Ticketing Department to develop a comprehensive plan, including goals and objectives to create a best-in-class service culture.
  • Collaborate with internal parties on the development, scheduling, and execution of Customer Service training for all full-time and part-time staff involved in Buccaneers gamedays.
  • Assist in the development and execution of Premium Member communication, including but not limited to renewal collateral, event communication, and gameday communication.
  • Assist in creating and tracking contracts, amendments, and addendums associated with premium accounts.
  • Manage communication with all fans and guests that are not Buccaneers Season Pass Members, including email and phone responses, creation and maintenance of collateral to communicate important guest experience information, including but not limited to websites, AI tools, and App.
  • Oversee the ticket processing of all premium area ticket orders for Buccaneers and non-Buccaneers events at Raymond James Stadium.
  • Coordinate all efforts of Ticketing events, including proposals, logistics, staffing, attendance, purchasing, communication, and business planning.
  • Coordinate all aspects of game day for the Ticketing department, including creating schedules, credential requests, and game recap/survey reporting.
Requirements:
  • A bachelor's degree or commensurate work experience.
  • Two to three years of project management, customer service, or marketing experience.
  • Working knowledge of Archtics ticketing system, Salesforce CRM, Microsoft Teams, and Trello (project management).
  • Strong skillset in Excel and PowerPoint.
Work Environment:

The Company is a professional, fast-paced, creative business environment. Other environmental conditions include:

  • Extended evening and weekend work hours are sometimes required. Required to work all home and some away games in addition to non-Bucs events held at Raymond James Stadium; may have to work occasional holidays.
  • Stressful and demanding work environment in executing work on short deadlines.
  • Computer and desk work a significant part of daily activities.
  • Sitting, standing, and working with hands for extended periods of time.
  • Rarely is lifting more than 20 pounds required.
  • Job duties require the employee to drive personal vehicle for business purposes.

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