Manager, Guest Experience Operations

Job Description

The Manager, Guest Experience Operations, works as part of the team responsible for leading the Washington Nationals Guest Experience department. This position will have a primary focus on leading the day-to-day operational and sustainment initiatives of the Guest Experience department. This individual should have a high-degree of operational excellence and a passion for ensuring that each guest at Nationals Park receives only the highest levels of guest service.

Essential Duties and Responsibilities:
Guest Experience
• Provide vision, leadership and direction across all areas of Guest Experience department
• Perform the Guest Experience Manager on Duty role for baseball and non-baseball events at Nationals Park
• Ensure proper staffing levels are maintained for all baseball and non-baseball events
• Assist the Director, Guest Experience with all aspects of department training including oversight, production, facilitation and sustainment of all training materials and operating manuals
• Attend monthly Supervisor meetings.
• Manage Guest Experience payroll and time processing
• Create, execute and manage ongoing employee training in conjunction with the Director, Guest Experience
• Conduct employee evaluations as necessary/assigned
• Coordinate, and facilitate Interviews, and On-boarding process for Guest Experience Representatives
• Create and implement a Guest Experience recruitment strategy throughout the season.
• Coordinate and host monthly department town halls/ meetings for gameday staff throughout the season.
• Cultivate and implement programs to elevate employee experience.
• Solicit guest and employee suggestions, complaints, and comments in order to recommend initiatives designed to enhance customer service and event operations.
• Develop creative programs and services that anticipate guests' and Guest Experience team members' needs; develop and maintain information-sharing processes to ensure staff has access to the most up-to-date information to address questions from various audiences.
• Ensure all guest experience issues are acknowledged and resolved. Properly and effectively resolve escalated guest experience issues involving guests with diverse backgrounds, interests and concerns with utmost sensitivity, tact, diplomacy, and a global problem-solving emphasis.
• Assist with the design, operation and coordination of employee recognition programs of varying size and scale
Training & Development
• Assess training needs through surveys, interviews, and consultation with managers
• Develop and implement training programs based on organizational goals
• Oversee the creation of training materials such as manuals, and online tutorials
• Coordinate and facilitate pre-season and in-season training sessions and workshops
• Report on training outcomes and providing insights to Director, Guest Experience
Lost & Found Management
• Oversight of the Nationals Lost & Found program
Budget Management
• Assist in the preparation of budgets, including forecasting, across all areas of the Guest Experience department
• Maintain awareness to business trends at all times and provide justifications to budget variances as-needed
Staff Management
• Manage the Associates work schedule and task assignments.
• Responsible for coordinating and managing all departmental interns.
• Responsible for oversight of game day and event staffing and scheduling
• Serve as MOD for Baseball and Non-Baseball events
Supervisory Roles:
• Intern, Guest Experience
Other:
• Other duties and projects assigned.

Education and Experience:
Minimum Education and Experience Requirements
• Bachelor's degree in hospitality, marketing, sport management, business administration or related field required. Equivalent, relevant work experience may be considered in lieu of formal education.
• Experience managing large number of employees
• Previous program development experience, including training, communication and supervision of others
• Proven experience serving as the primary Manager on Duty for a customer experience department in a high volume, dynamic environment such as a sports venue, hotel, theme park or comparable
• 2 years' experience developing and facilitating trainings for large groups
• Minimum of two years' experience managing all aspects of the budgeting process for a large, customer service driven department
• Advanced computer skills including MS Office Suite (Word, Excel, PowerPoint, Outlook, CRM, Tableau, etc.) Ability to learn and master new software programs.
• Excellent written and verbal skills required.
• Excellent public speaking and presentation skills preferred.
Preferred:
• Master's degree in Business Administration or related field
• Previous experience working in a similar resort environment
• 4 years of hospitality management experience
Knowledge, Skills, and Abilities necessary to perform essential functions
• Exceptional problem solving skills; identifying, collecting, and analyzing relevant information to a problem and finding creative solutions
• Demonstrated accountability for results with a solid ability to initiate and maintain actions to attain goals
• Exemplifies a collaborative approach in dealing with management, team members, vendors, and guests. Is respectful of other people's contributions, and is tactful and sensitive.
• Strong mentoring skills
• Strong ability to work with a diverse population in a collaborative, respectful manner with a high degree of integrity, professionalism, and accountability.
• Excellent organizational and time management skills; proven ability to handle a high volume of detailed work and ability to multitask and prioritize projects.
Physical/Environmental Requirements
• Office: Working conditions are normal for an office environment.
• Schedule: A flexible schedule is required including the ability to work 81 home games events occurring on weekends, variable shifts, and holidays.
• Physical: Ability to walk/stand for long periods /navigate in a sports facility setting.
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Compensation:
The projected annual salary range for this position is $59,000-$65,000 per year. 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.
Benefits:
The Nationals offer a competitive and comprehensive benefits package that presently includes:
• Paid vacation and sick leave, paid holidays throughout the year and a holiday break in December
• Medical, dental, vision, life and AD&D insurance
• Short- and long-term disability insurance
• Flexible spending accounts
• 401(k) and pension plan
• Access to complimentary tickets to Nationals home games
• Employee discounts
• Free onsite fitness center
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.
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.

Jobcode: Reference SBJ-j6zbb2-216-73-216-86-42 in your application.