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Facility Operations/Security: Event Guest Relations
Assistant Director, Guest Experience - Seattle Mariners (Seattle, WA)

Job Title:                      Assistant Director, Guest Experience

Department:                 Ballpark Operations

Reports To:                  Director, Ballpark Event Operations

Status:                         Full-Time, Exempt

Directly Supervises:    Manager, Premium Experience; Senior Manager, Guest Experience

Primary Objective: Responsible for direction and oversight of the organization’s Guest Services programming ensuring exceptional experiences for guests during baseball and large non-baseball events.  Oversees the execution of day-to-day operations to ensure service level expectations are consistently met.

Essential Functions:

  • Provide vision, leadership and direction in all areas of guest services including Premium Services, tours, and all other areas of guest experience.

  • Monitor and revise Guest Experience/ Premium Seating policies and procedures

  • Establish and implement short and long range organizational goals, objectives, strategic plans, policies standards and operating procedures; monitor and evaluate effectiveness, and effect changes required for improvement that will ensure guests consistently have exceptional experiences at Safeco Field

  • In partnership with senior leadership, ensure that guest experience expectations align with the Club’s business interests.

  • Develop, manage and monitor annual guest services department operating budget

  • Design, establish and maintain department structure and staffing to effectively accomplish the organization's goals and objectives

  • Train, evaluate performance, and foster the growth and development of all team members.

  • In coordination with Human Resources, oversee the creation and delivery of all guest experience related trainings and development programs; develop and maintain all guest experience related communication materials to ensure accuracy and consistency in messaging.

  • Mitigate Club risk by identifying potential areas of financial risk or liability and addressing them proactively.

  • Work swiftly with Legal Department on issues and incidents involving legal liability and represent the Club’s interests at all times while assisting guests.

  • Direct organization’s guest comment response program and provide timely reports to Mariners Executives

  • Work closely with Sales Department on all customer expectations and challenges

  • Develop creative programs and services that anticipate guests’ and Team Members’ needs; develop and maintain information sharing processes to ensure staff have access to the most up-to-date information to address questions from various audiences.

  • Direct capital projects in all Premium areas

  • Oversee Lost & Found program; participate in problem resolution if escalated

  • Ensure all guest service issues are acknowledged and resolved.  Properly and effectively resolve escalated guest service issues involving guests with diverse backgrounds, interests and concerns with utmost sensitivity, tact, diplomacy, and a global problem-solving emphasis.

  • Ensure comments assigned to Ballpark Operations in FanCare are handled appropriately.

  • Will perform other duties as assigned.

Education and Experience:

  • Bachelor’s degree in marketing, public relations, business administration or related field required.  Equivalent, relevant work experience may be considered in lieu of formal education if approved by management.

  • Minimum of six (6) years of experience in large facility guest experience/operations, preferably in major league sports or entertainment.  At least four (4) years of experience in a management role.

  • Previous program development experience, including training, communication and supervision of others is required.
     

Competencies, Knowledge, Skills and Abilities (KSA’s):

  • Sensitivity and responsiveness to cultural, ethnic, age, and other groups, enabling one to better anticipate needs and desires of a wide range of guests.

  • Must possess leadership agility, with the ability to recognize the complexity of business needs in today’s environment, evolve as needed, and utilize talent to lead this transformation.

  • A proven track record utilizing social/emotional intelligence, navigating a variety of social, emotional, and interpersonal situations to leverage the capabilities, insights, and ideas of all individuals.

  • Exceptional problem solving skills; identifying, collecting, and analyzing relevant information to a problem and create multiple solutions.

  • Strong decision-making ability, knowing when to make a unilateral decision and when to consult with the team or superiors, and how to involve them in the process. Incorporating strategic thinking; formulating objectives and priorities, and implementing plans consistent with short and long term interests. Capitalizing on opportunities and managing risks.

  • Demonstrated accountability for results, with a solid ability to initiate and maintain actions to attain goals, regularly monitoring progress. Interpret and analyze data, programs, and policies, arriving at meaningful conclusions.

  • Demonstrated ability to identify guest services strategies and translate them into tactical plans. Strong business acumen and project management skills are required.

  • Must possess outstanding communication, leadership, and interpersonal skills.  Must also be persuasive, self-motivated, and possess strong integrity and character.  Will relate well to others inside and outside the organization.  Communication skills must include being clear and organized; persuasive yet inclusive. Will represent the organization professionally and positively in the business community consistent with the values of the Club and ownership. 

  • Exemplifies a collaborative approach in dealing with management, team members, vendors, and customers. Is respectful of other people’s contributions, and is tactful and sensitive.

  • Possesses outstanding written communication skills, with a great attention to detail.

  • Demonstrates exceptional organizational skills; plans and prioritizes and works with a sense of urgency.

  • Acts in a manner that is fair and ethical, and always with integrity.

  • Ability to exercise sound judgment in every decision. Must be fair and honest in dealing with employees, suppliers, and customers.

  • Must possess proficient computer skills including MS Word, Excel, and Outlook.

  • Knowledge of or ability to learn MS Project and budgetary software programs.

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