Supervisor, Guest Experience

Guest Experience Supervisor

The Guest Experience Supervisor promotes a positive and professional image at all times. This individual is responsible for closely supervising Guest Experience staff members who are providing world class customer service and hospitality to all guests entering Nationals Park. This individual understands that they have the ability to impact each guest's experience, and does everything that they can to enhance the experience while abiding by company policies.

The Nationals are a military-friendly organization actively recruiting veterans and spouses.

Essential Duties and Responsibilities:

• Manage Guest Experience Game Day Staff on specified team.
• Conduct pre-shift meeting prior to every event with team ensuring all pertinent information is distributed
• Coordinate all staffing assignments and manage staff accordingly to ensure that staff are posted at all appropriate locations.
• Ensure all staff are in proper uniform and are aware of their duties and expectations.
• Manage all staff breaks effectively Perform daily safety and security checks within assigned area as well as throughout the stadium; report all substandard or inadequate findings to supervisory staff.
• Retain an extensive knowledge of the team, Nationals Park layout, seating sections, key venue attractions, key team and venue personnel identity, and emergency activity procedures – Supervisors are the main point of contact for their assigned areas.
• Receive and quickly act upon requests or concerns from guests; escalate serious concerns as needed.
• Cohesively work in conjunction with other departments, including Metropolitan Police Department, security, food service, box office, retail, parking, custodial/housekeeping, and maintenance.
• Develop relationships with partner company supervisors within assigned area of responsibility.
• Be personal and pro-active in providing assistance to all guests with the highest level of customer service and hospitality.
• Assist guests by providing accurate directions to seating section and key attractions within Nationals Park and surrounding areas i.e. parking lots and Metro.
• Establish and maintain cooperative relationship with those contacted in the course of work.
• Enforce venue, team and league rules, regulations and policies.
• Monitor all public areas to maintain order and safety. Supervisory Directly manages front-line, Guest Experience representative team members.
• Conduct any Corrective Action meetings when needed Perform additional functions and activities as directed by the Guest Experience Leadership Team Administrative Assist with recruiting, hiring, and training of event staff.
• Other duties as assigned.

Compensation: The projected wage rate for this position is $25.00 per hour. Actual pay is based on several factors, including but not limited to the applicant's: qualifications, skills, expertise, education/training, certifications, and other organization requirements. Starting salaries for new employees are frequently not at the top of the applicable salary range.

Equal Opportunity Employer: The Nationals are dedicated to offering equal employment and advancement opportunities to all individuals regardless of their race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, or any other protected characteristic under applicable law.

Experience Required:

• Gameday Seasonal: 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.
• Must be a team player who is able to work well in a fast paced environment.
• Maintain a professional appearance and grooming.
• Proven ability to lead effectively in a team environment with employees. Have strong interpersonal skills and able to provide excellent customer service and hospitality.
• Understands need for data integrity and pays attention to maintaining accurate and timely data.
• Understands how to manage information, balancing employee confidentiality with business needs; knows when to communicate information upward.
• Ability to interact with people of all different levels and backgrounds.
• Effective verbal and written, communication, and presentation skills.
• Available to work large non-baseball events throughout the year as needed.
• Available to report 2.5 hours prior to the start of a game.
• Available to work 85% of Nationals home games.
• Uphold Core Values: Innovation, Integrity, and Teamwork. 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.
• Must have U.S. work authorization.
• 2 - 3 years: 2-3 years of experience supervising staff in a customer service role.

Education Required:

• High School or better

Behaviors Required:

• Dedicated: Devoted to a task or purpose with loyalty or integrity
• Enthusiastic: Shows intense and eager enjoyment and interest
• Leader: Inspires teammates to follow them

Motivations Required:

• Self-Starter: Inspired to perform without outside help
• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
• Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.