Guest Experience - Director of Guest Experience

About the role

The Director of Guest Experience oversees the guest experience for Orlando City, Orlando Pride, Orlando City B, and INTER & Co Stadium, ensuring a best-in-class end-to-end experience for guests, members, and partners.

Responsibilities

• Evaluate and improve all existing guest experience practices
• Collaborate with the Supporter Coordinator on the overall Supporter Group relationship and matchday experience
• Develop programs, policies, and service training models to provide the highest level of customer service
• Develop the annual guest experience operating budget and manage day-to-day operations to ensure cost effectiveness
• Develop KPIs and customer satisfaction metrics to make data-driven recommendations for improving the customer experience
• Liaise and collaborate with all internal and external stakeholders to ensure timely provision of required services
• Develop and execute training and support programs for all event staff and third-party vendors
• Create monitoring initiatives to ensure evaluation and feedback from internal and external stakeholders and standards are achieved
• Create post-event reports and recaps to identify trends and offer guidance and solutions for guest experience and operational improvement
• Call and email fans to provide personalized and genuine responses based on the game day experience, as needed

Qualifications

• Bachelor’s Degree or equivalent with 5-7 years’ experience in sports and entertainment or hospitality industry; and 3+ years’ experience in a supervisory or managerial role
• A fan-first, customer-centric individual who works vigorously to understand guest needs, earn their trust, and improve their experiences
• Ability to lead large, diverse teams of front-line employees and experience in training leaders
• Positive attitude and intrinsic desire to provide excellent service to all guests
• Demonstrated strong problem-solving capabilities
• Exceptional interpersonal and communication skills, both verbal and written, and the ability to foster relationships with guests, employees, and partners
• Strategic thinker with the ability to align initiatives, structures, and various business components in support of mission, vision, strategic plan, and annual budget
• Ability to succeed in a fast-paced, innovative, and rapidly evolving industry and business organization
• Proficient in the Microsoft Office suite, along with other applicable technology applications
• The ability to pass a background screening
• The ability to attain and maintain a Safesport certification
• The ability to work flexible hours, including nights, weekends, and holidays