Manager, Guest Experience & Engagement
Full Time
Atlanta, GA 30313
Posted
Job description
Mercedes-Benz Stadium is a member of AMB Sports & Entertainment and is the new home of the Atlanta Falcons and Atlanta United. The stadium hosts numerous other sports, entertainment and hospitality events. The multi-purpose venue features flexible capacity that can expand to up to 75,000 seats; a retractable roof structure inspired by the oculus in the ancient Rome Pantheon; views of the Atlanta skyline; and a 360-degree HD video halo board that at nearly six stories tall and 1,100 linear feet in diameter is the largest in the world.
Who we are
We use our core values as a compass to guide our decisions because they are our North Star. If we live our core values daily, we know everything else will take care of itself. We enjoy a culture rooted in giving back to others through our time, talents, labor, and financial commitment. We are successful when we collaborate with and value each other like family, maintain a hunger to delight guests and continuously innovate, listen closely for even the smallest need for improvement, stand up for convictions, and genuinely own our responsibilities as if our name is on the outside of the building.
Our Ideal Candidates
Actively Listen – Take an active role in listening by being present in the moment, using healthy body language, and ensuring joint understanding. When we read between the lines and hear what others are saying and what they are not saying, we encounter amazing opportunities to go the extra mile in serving them.
Collaborate – Realize that we are better together than we are alone. We achieve much better results when others have the opportunity to add their diverse perspectives. Be open to feedback and actively seek input from a variety of people at varying levels because the best ideas come from those who are closest to those we serve.
Engage in Servant Leadership – Put others ahead of yourself even when it’s difficult. Find opportunities to lead by example in the way you pitch in and help others. Giving back to others is at the heart of what we do.
Build Relationships – Cultivate trust in relationships by showing respect and sensitivity. Invest time in helping others to continuously improve by listening to their ideas and helping them to continuously improve.
Own Results – Own issues you encounter even when they are outside of your area of responsibility by taking action or seeking out the needed resolution. You are empowered and expected to take risks aimed at exceeding the expectations of our guests. Take advantage of this rare opportunity by utilizing available resources.
Position Summary
The Manager, Guest Experience and Engagement is responsible for infusing the Blank Family of Businesses Core Values into Guest Experience operations and developing team members to sustain our stadium culture. This role is perfect for a dynamic leader who is results-driven with a passion for developing programs in a quick-paced environment. Through hiring, training, development and engagement, the Manager of Guest Experience and Engagement plays a significant role in preparing Team Members to deliver exceptional guest experiences.
Roles and Responsibilities
Manage Guest Services programs including Accessibility, Mother’s Rooms & Services, Guest Communications, Service Recovery, Surprise and Delight, Random Acts of Kindness (RAOK), Guest Services Centers (GSC) and Lost & Found.- Design and deliver monthly program updates to identify trends and implement solutions where needed.
- Manage the stadium-wide team member Rewards and Recognition program by curating the Values In Action (VIA) program, the VIA Team Member store, Heroes of Hospitality recognition wall, game ball awards, peer recognitions and other elements as needed.
- Serve as the Manager on Duty (MOD) for major events and other events as scheduled.
- Support the VIA Campaign including the six Core Values initiatives/launches, Super Huddles, monthly newsletters, Gate/IPTV messaging, Play of the Day, and general team member communications to ensure that all stadium departments are fully engaged with the Core Values.
- Plan frequent appreciation events to ensure a highly engaged workforce including team member parties, contests/raffles, pre-event appreciation occasions and other engagement opportunities.
- Lead the stadium-wide Core Value Committee to plan, synergize and collaborate on ideas to increase team member engagement; foster buy in to sustain a best-in-class team member culture.
- Manage the Team Member feedback process including responding to all suggestions with meaningful and specific action plans.
- Oversee the Guest Services mentor program and ensure new team members are trained and properly welcomed to the Mercedes-Benz family environment.
- Manage the team member website/app to drive engagement and efficiencies in digital communications and training.
- Manage and supervise a full-time team including a Training & Engagement Specialist and a Guest Services Coordinator.
- Prepare and manage budgets for all training and development related programs.
- Create, curate and manage best-in-class Event Day Staff training programs including the new hire onboarding “Welcome Home Training”, job specific training for Guest Services, Core Leadership development, Premium Experience operations and Walk in My Shoes (WIMS) shadow training.
- Design and deliver season-based curriculum for NFL, MLS and concert kickoff trainings to ensure operational readiness, compliance and knowledge skills.
- Oversee class enrollment and attendance to ensure partner participation; communicate, update and report status activities.
- Develop training materials including presentations, job aids, announcements and other tools to empower learners with resources for success; manage training supplies and inventory.
- Inspire and engage learners through excellent public speaking, facilitation and presentation skills.
- Deploy continual assessments to identify gaps in performance and design new curriculum to guide desired behaviors and outcomes.
- Facilitate teambuilding and integration exercises based on specific needs of the teams and goals to be achieved.
- Partner with the Westside Ambassadors Program Manager to create training and development opportunities for active participants and program Alumni.
- Perform other duties as assigned.
Qualifications and Education Requirements
- 4-year College degree or equivalence
- Min. 3 years directly overseeing and facilitating large-scale training programs
- Min. 3 years directly supporting a large base of employees (250+)
- Min. 3 years of experience in a large venue or hospitality setting
Required Skills
- Highly collaborative and strong relationship builder
- Strong organizational and communication skills
- Proficiency in project management and process development ability
- Proficient with Microsoft Outlook, Excel, PowerPoint and Word; Adobe Creative Suite desired
Must be willing to work nights, weekends and holidays
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