Mar 22, 2020
*In order to be considered for this role, after clicking "apply now" above and being redirected, you must fully complete the application process on the follow-up screen. * Summary: This position is responsible for assisting in leading the Washington Nationals Guest Experience team, ensuring that each guest at Nationals Park receives the highest level of customer service. Additionally, this position is the game day operations manager for the Guest Experience department. This individual assists in the hiring, training and coordination of the Guest Experience team, as well as serves as a coach/mentor to maintain the highest level of customer service throughout Nationals Park. Essential Duties and Responsibilities: Guest Experience Serve as primary point of contact for game day staff during all baseball events at Nationals Park Oversees the Guest Experience Coordinator’s efforts to: Ensure proper number of staff is scheduled for each event Ensure staff is at their post on time, in uniform Conduct Supervisor pre-shift meeting prior to every event Cultivate and implement programs to elevate the employee experience Conduct mid-season/end of season Employee Evaluations for all Guest Services Supervisors Solicit guest and employee suggestions, complaints, and comments in order to recommend initiatives designed to enhance customer service and event operations Coordinate with Human Resources and Director of Guest Services on employee coaching. Coordinate pre-employment screening requirements including employment eligibility, and background checks with Human Resources Manage all direct reports and ensure that all duties assigned to them are properly handled. Ensure that all reports are “Coached for Success” as needed to maintain the highest level of staff possible Communicate all information about groups or special needs guests to the Guest Experience team prior to each game. Manage the Team’s Designated Driver Program Oversight of Lost and Found program; return of items and donations Training Responsible for increasing the level of hospitality and guest experience by teaching team members new skills and knowledge Collaborate with the Director to identify team member training needs Plan and implement an effective training curriculum Lead all training and development efforts for Guest Experience Game day staff Establish an effective system for evaluating and continually improving the effectiveness of training programs Facilitate yearly staff assessment Ensure all training programs adhere to organization-wide values and performance standards Develop monitoring system to ensure that all employees are performing job responsibilities according to training guidelines Budget Management Assist in the preparation of budgets relative to staffing, training, and recruiting of event service employees Audit game-day costs in real-time in conjunction with the Director Intern Management Survey department to determine intern requirements Manage the intern work schedule and task assignments Responsible for hiring, coordinating and managing all departmental interns Other Other duties and projects as assigned. Requirements: Minimum Education and Experience Requirements BA/BS degree 4 years of hospitality management experience. Experience managing large number of employees IMS Administration experience 2 years’ experience developing and facilitating trainings for large groups Knowledge, Skills, and Abilities necessary to perform essential functions Ability to interact well with fellow employees and the general public. Effective verbal and written communication and presentation skills; Ability to interact with people of all different levels and backgrounds Effective time management skills Understands how to manage information, balancing employee confidentiality with business needs; knows when to communicate information upward Understands need for data integrity and pays attention to maintaining accurate and timely data Proven ability to work effectively in a team environment with employee Ability to manage several complex projects simultaneously while working under pressure to meet deadlines Computer proficiency and technical aptitude with the ability to utilize MS Word, Excel, Power Point, Access. Ability to meet deadlines under pressure and/or frequently deal with difficult issues related to people or situations The ability to influence, negotiate and gain commitment at all organizational levels Ability to work nights, weekends and holidays Uphold Core Values: Excellence, Performance, and Accountability. These core values set the tone in everything we do, help us succeed on and off the field, make a difference in the community and provide the best guest experience in sports. It is important that the person in the position commits themselves to these core values so that we can constantly move forward in the same direction – Together. Physical/Environmental Requirements Office: Working conditions are normal for an office environment. Work will require weekend and evening work. Job requires employee to function in a high activity and heavily crowded outdoor professional sports venue. May work at heights. Employee will be exposed to inclement weather of varying degrees. While performing the duties of this job, the employee is regularly required to stand for long periods of time, walk long distances, and climb up/down stairs. The employee is required to stoop, kneel, crouch, or sit and must lift and/or move up to 45 pounds. Occasional domestic travel may be required.
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