Director, Guest Experience

Summary Description

The Director, Guest Experience is responsible for ensuring that all guests and team members receive world class service when visiting Cleveland Browns Stadium. Under the direction of the Vice President, Stadium Operations the Director oversees the day-to-day and event operations of the Guest Experience department ensuring the safety and comfort for all through strong training programs, policies, and procedures.

Essential Duties & Responsibilities

GUEST EXPERIENCE:

• Provide world class service to all guests visiting Cleveland Browns Stadium.
• Monitor all channels of guest communication (email, telephone, in-person, guest survey, and social media). Identify trends and operational improvements.
• Receive guest feedback in person, via phone and email as necessary and respond appropriately.
• Provide Vice President, Stadium Operations with recap reports regarding information requests, guest concerns and resolutions.
• Utilize guest service best practices to investigate and recover service concerns.
• Participate in post event survey meetings with department management to review and identify opportunities. Analyze secret shopper, guest feedback and survey information to suggest service and Guest Experience department event operational improvements.
• Escalate guests matters as appropriate to senior leadership and stakeholders.
• Ensure that guest information channels always have the appropriate information (Stadium Maps, Know Before You Go, Cleveland Browns social media accounts and Cleveland Browns website).    
• Oversee Guest Service gameday programs including but not limited to First Game Certificates, Comfort Kits, Assisted Listening Devices, Closed Captioning Devices, Birthday Program and Designated Driver Program.
• Oversee Suite and Club inspection and stocking team.
  • Identify qualified staff to conduct spaces inspections and material.
  • Ensure found issues are communicated to Maintenance and Facilities in a clear, complete and timely fashion.

RECRUITEMENT & TRAINING: 

• Develop annual department training and staffing plan based on service strategy, event budget and staffing matrix in collaboration with Vice President, Stadium Operations. Identify appropriate staffing levels, recruitment processes and desired target areas to maintain the highest level of retention and service.
• Recruit, hire, and conduct interviews as necessary.
• Develop, maintain, and facilitate (as appropriate) department new hire and veteran training programs, create specialty training programs for supervisors, specialty positions and team member development opportunities.  Maintain a strong presence with the service department management and frontline team members.
• Operationalize training plans across Stadium and Partner Operations.

TEAM MEMBER MANAGEMENT:

• Create service strategy to empower team members to provide world class service and meet organizational goals.
• Foster a fun and fulfilling work environment for team members.
• Oversee scheduling and payroll on Dayforce on a weekly basis.
• Create and implement gameday staff incentive programs.
  • Budget, coordinate, design and execute material incentives (birthday program, team of the game, earn your stripes, perfect attendance, years of service, etc.)
  • Ability to think broadly with meaningful rewards and recognition.
  • Oversee the planning and executing the end of the year party.

• Effectively communicate with frontline team members to establish policies, procedures, standards, expectations, goals, and objectives.
• Ensure fair, consistent, and timely enforcement of policies and procedures (including tracking call-offs, no-shows and overall attendance)
• Conduct ongoing performance coaching and evaluation, identifying growth opportunities.
• Develop and maintain communication plan updates for frontline team members.
• Conduct team member investigations as appropriate, support and provide guidance to department management and supervisors on coaching and counseling opportunities. 
• Escalate team member matters as appropriate, keeps Vice President, Stadium Operations abreast of team member potential opportunities and challenges.

EVENT MANAGEMENT: 

• Oversee development and execution of Event staffing plans (Games, Concerts, Secondary Events and Training Camp) and event day paperwork (event sheet, briefing notes, suite listing, etc).  
• Oversee pre-event and Event Day Supervisor briefings
• Prepare and/or review event recap reports. 
• Collaborate with Stadium Operations, Aramark and Browns staff on the creation of event staffing plan, event execution and budgets.   Ensure event supervisors have the proper information and support for each event.
• Maintain emergency preparedness and have a working knowledge of all applicable safety regulations and security procedures for Cleveland Browns Stadium. Collaborate with Security Department to ensure Guest Experience management team has solid understanding and tools to operationalize safety and emergency plans.
• Maintain a strong onsite presence during events to support and monitor department functions and ensure all event procedures are followed.

General

• Directly supervise Guest Experience Coordinator and Guest Services PT Administrator
• Collaborate with the Vice President, Stadium Operations on the creation of the department budget, identifying opportunities for improved resource efficiency.   Maintain and track approved budget and forecasts as appropriate. 
• Direct the creation/upkeep of department standard operating procedures, service guides, post orders, and plans.
• Assign and review department management areas of focus and projects to ensure all department goals and responsibilities are met and projects are operating efficiently.
• Identify, research, and suggest new technologies, operational improvements, and service methodologies to enhance the Guest Experience and prepare team to provide world class service.
• Perform all other duties as assigned.

Required Experience & Skills

• Minimum of 3 -5 years leadership experience managing teams of PT frontline event staff. Preferably in a public assembly facility.
• Minimum four-year college degree or equivalent experience.
• Exceptional customer service and leadership skills, including but not limited to de-escalation, service recovery, coaching, people management, recruitment, training, and the ability to motivate a diverse workforce.
• Must possess strong problem solving, analysis and communication skills, both written and oral.
• Extremely organized, detail orientated and able to multi-task in a fast-paced environment.
• Must be able to create and deliver informative and engaging presentations to large groups of people.
• Ability to read, interpret, update, and create training programs utilizing documents such as strategy documents, safety rules, operating and maintenance guides, application instructions, and procedure manuals.
• Familiarity with payroll, scheduling systems and Ticketmaster system/ scanners.
• Clear understanding and implementation of all department and company policies and procedures
• IAVM Venue Management School and/or Academy of Venue Safety and Security graduate preferred.
• Must be available to varied schedule including, nights, weekends, and holidays.
• Ability to walk, stand, and climb stairs and ramps during entire shift (8 - 12 hours)
• Ability and willingness to work outdoors in elements for entire shift (8 - 12 hours)
• Ability to lift, carry, and transport large boxes and items in excess of 25 lbs.
• Ability to work long and irregular hours including nights, weekends, holidays, NFL games and special events including but not limited to soccer, football, concerts and special events.