Supervisor, Guest Experience

Job Description

Job Description

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. 

This is a part time position, working an average of 34 hours per week.

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.