Gameday Quality Assurance Representative

Gameday - Quality Assurance Representative

The Houston Texans are seeking an individual for the position of Gameday - Quality Assurance Representative.

Our Texans Teammate Habits:

Dedication to the team

Be adaptable

Passion for work

Win with integrity

Own the outcome

Culture:

We attract the best and brightest professionals by nurturing core ideals such as character, hard work, discipline, and teamwork. We reward performances and demand a total commitment to excellence and a will to win in everything that we choose to do.

Job Function:

• Conduct "secret shopping" evaluations by observing various areas throughout the stadium and surrounding premises, with a strong focus on safety, security presence, and adherence to protocols.
• Interact with guests prior to, during and after ten (10) Houston Texans ("Club") home games and five (5) LSSE events to ensure the highest level of customer service is being provided to guests.

Duties & Responsibilities:

• Support and reinforce security awareness by aligning with the Houston Texans mission and values, Fan Code of Conduct, and NFL Best Practices, ensuring a safe environment for all guests.
• Monitor interior and exterior areas of the stadium with an emphasis on identifying safety risks, security gaps, and operational concerns escalating issues to management as needed.
• Observe and report on guest flow and behavior, including congestion at entry points, concession areas, and security checkpoints.
• Collect data related to security operations, including timing and efficiency of security screening lines and adherence to protocols.
• Conduct fan surveys with an emphasis on guest perceptions of safety, security presence, and overall comfort within the stadium.
• Assist with and respond to fan behavior-related calls and texts, supporting de-escalation and proper reporting procedures.
• Maintain consistent communication with Guest Experience and Security leadership regarding observations, incidents, and potential risks.
• Document security and operational findings through photos, highlighting areas meeting and/or not meeting safety and security standards.
• Take ownership of identifying, reporting, and following through on safety and security-related service issues.
• Provide guests with clear and accurate information related to stadium policies, safety procedures, and gameday operations when needed.
• Attendance is required at all ten (10) Texans home games, including playoffs, and five (5) LSSE events at NRG Stadium.
• Position requires extensive walking and standing for prolonged periods while actively monitoring assigned areas throughout NRG Stadium and NRG Park.
• Perform various other tasks that may be assigned from time to time by Guest Experience Management Team.

Position requires routine face-to-face personal interaction with other Club personnel and fans at NRG Stadium and/or NRG Park during Houston Texans football games and other Club events; therefore, job responsibilities must be physically performed in the Club offices and/or at NRG Stadium/NRG Park as may be assigned and not in a telecommuting manner.

Skills Required:

• Effective verbal, written and interpersonal communications.
• Possess excellent attention to detail.
• Demonstrate security-focused mindset, with experience or interest in safety operations, situational awareness, and adherence to established protocols.
• High level of customer service skills.
• Ability and internal drive to demonstrate a winning attitude and a strong work ethic in the performance of all job responsibilities.

Education/Experience:

• High School Diploma required.
• Customer service experience preferred.

Title: Gameday - Quality Assurance Representative

FLSA Status: Hourly, Non-Exempt

Department: Event Experience

Reports to: Senior Guest Experience Coordinator

Please note that while resumes of all candidates will be considered, as a way for the Texans organization to acknowledge and reciprocate the tremendous support given the Team by local fans and the local community in general, qualified candidates with permanent addresses in the Houston metropolitan and surrounding areas will be given first consideration whenever possible. If your skills and experience match our available position requirements, a Human Resources representative will contact you directly. Due to the volume of resumes received by the Houston Texans, we are unable to provide updates on the status of individual applications. We are 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.