Guest Relations Manager

Guest Relations Lead Empower Field at Mile High The Denver Broncos are one of the most popular franchises in all of sports. Whether judged by the measure of wins and championships, attendance, national television exposure or by the Broncos' reputation locally and throughout the NFL, there are few parallels in the world of professional sports. We are dedicated to being the best team to cheer for, play for, and work for across all of sports. We are looking for employees who are passionate about what they do, have fun doing it, and proud to represent the Denver Broncos Football Club and Empower Field at Mile High. Job Summary: Guest Relations Leads are at the front line of the gameday experience. They are committed to creating Mile High Magic by fostering a fan-friendly environment that is both safe and fun. Our Leads play a vital role in supporting our Team Members and creating a safe, clean and enjoyable experience for everyone in attendance. Duties and Responsibilities Provide world-class service to all guests of Empower Field at Mile High to ensure their expectations are exceeded or met and their overall experience is positive and memorable Maintain thorough knowledge of the venue policies, fan code of conduct and event information, and enforce the policies to ensure the safety, security, and enjoyment of all guests Interact with all guests in a professional and respectful manner Complete all necessary incident reports Be flexible and ready to work any other duties as assigned Assist Supervisor in conducting pre-event staff briefings for Guest Relations Team Members Assist Supervisor in overseeing a group of Team Members, including coaching them to be successful in their role and supporting them in resolving guest issues Help coordinate staff breaks for all Team Members under your supervision Work closely with Supervisor, Captain, Guest Relations management, and other stadium staff to resolve customer issues and concerns in a timely and efficient manner Proactively respond to negative fan behavior to ensure that guests can enjoy the event in a positive and safe environment Minimum Requirements Currently working in the Guest Relations Department Proven record of good attendance at all SMC Mandatory events Excellent customer service and verbal communication skills Attention to detail; ability to work with accuracy under pressure Ability to maintain a positive and respectful attitude Ability to attend all training days, Denver Broncos Home Football games and all SMC Mandatory events Ability to stand or sit for an extended period of time, walking (including stairs) and working outside in various weather conditions Ability to work outdoors in various weather conditions, including extreme heat, cold, rain, snow, or wind while maintaining a high level of performance and safety Be able to work a shift that will range from 6-9 hours It is recommended that candidates live in the Denver / Metro Area, including Ft Collins to Pueblo Preferred Skills and Ability At least two (2) full seasons working Guest Relations at Empower Field at Mile High, preferably working in the role to be lead (Ticket Taker, Usher, Greeter, etc.) Ability to utilize various technologies including, but not limited to: iPhones, Ticket Scanners, Laptop Computers and Radios In accordance with the Colorado Equal Pay for Equal Work Act, the hourly rate will be $23.00/hour