Head of Guest Services

Job Title: Director of Guest Services
Guest Services
Reports To: Assistant General Manager
Responsible for delivering world-class guest service by fostering an inclusive culture that reflects the organization’s core service principles across all events at Lumen Field, Lumen Field Event Center and WaMu Theater. Accountable for developing and executing strategic initiatives that consistently exceed expectations for service, safety and overall guest experience for all guests, promoters, sponsors, clients and vendors.
Contribute to the development and consistent implementation of a best-in-class guest service program that focuses on Raising the Game through a proactive service philosophy, empowerment of employees and maintaining organizational principles and values
Assume overall responsibility for fostering and sustaining a positive, inclusive culture within the Guest Services department promoting an environment of empowerment, accountability and high workplace satisfaction
Direct and manage the work and performance of the 600+ part-time event staff with a focus on creating a positive culture and working environment
Create and implement Guest Services annual business plan which incorporates the vision of senior management, aligns with organization goals, highlights employee experience and delivers world-class guest service
Develop the yearly budget and ensure goals are met and expenses are managed
Execute the Guest Services department event operations plans, as well as represent the Guest Services management team at Seahawks, Sounders FC, Reign FC, concerts and other various events
Collaborate with the Assistant General Manager, Human Resources and key organizational leadership to design, develop and support delivery of event staff training programs that drive excellence in customer service and empower teammates to perform effectively in their roles
Partner with Human Resources to improve and implement a hiring and onboarding program for new part time teammates
Partner with Managing Director of Consumer Experience to create consumer experience initiatives and programs which are measurable and drive guest experience
Demonstrate a consistent service-oriented leadership approach in all aspects of performance, modeling the exceptional guest service standards expected of all FGI, Inc. Regularly review the NFL Voice of the Fan surveys, internal dashboards, and other data platforms with the Guest Services Manager with the desired outcome to identify operational/experience trends and implement appropriate improvements
Continuously and strategically identify key drivers of fan/guest satisfaction through measurement, tracking, research, and analysis of guest data
Collaborate with Security to manage Lumen Field service programs such as Lost and Found, service recovery initiatives and hospitality programs
Assist Human Resources in creating and managing a robust employee recognition program that highlights Raise the Game moments
Monitor and update staff attendance and discipline records as outlined in the union CBA. Promote and assign Guest Services stadium staff to teams, including Leadership roles Special Events Team & Move-In/Out Team
Develop standard operating procedures for Guest Services staff for the various event types, job positions and fan services initiatives
Special projects and tasks as assigned by the Assistant General Manager
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability and willingness to work an event-driven schedule including weekend, evening and some holiday hours
Experience in a high-volume, service-driven environment
Demonstrated ability to handle sensitive and confidential information and situations
Strong leadership and personnel management experience with the ability to coach, mentor and motivate a diverse workforce
Demonstrated ability to be creative and seek proactive solutions to problems and situations before and/or after they arise with little or no supervision
Proficient in the operation of various PC applications including Word, Excel and Outlook
A highly-developed attention to detail in producing accurate materials and reports
Knowledge of and compliance with Federal and State OSHA regulations including fire and safety
Experience working with and managing unionized staff preferred
Bachelor’s degree, preferably in sports/entertainment management or business
Five (5) plus years of guest service experience in a managerial capacity in a stadium or arena
Experience in a sports and entertainment facility or other hospitality-oriented business such as theme parks, hotels or airlines required
​​​​​​​ Directly supervise (2) Full Time employees and 600+ union part-time employees who fall under the Guest Services branch. Carry out supervisory responsibilities in accordance with the organization's policies, applicable laws and the CBA. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Regularly required to use hands and fingers as well as walk long distances