Guest Experience Hospitality Manager

This is a full-time, exempt position. Compensation is competitive and commensurate with experience. Paid medical; Dental, Vision; 401k, Pension; most meals included.

General Description:

The Guest Experience Hospitality Manager is an upbeat and friendly professional with strong hospitality skills and passion for enhancing the gameday and non-gameday experience for both guests and team members. The GE Hospitality Manager will be responsible for contributing to the creation and facilitation of training, have a strong focus on all guest facing communication, and manage the Premium and Suites Hospitality Concierge team members.

This role requires a strong aptitude for leadership, delivering presentations, project management and the ability to create buy in.  This role will have a great influence over how we represent our Mission Statement, Common Purpose and Quality Standards to our football fans and our guests at every event we hold at M&T Bank Stadium.

Essential Job Duties and Responsibilities:

• Voice of the Fan – Create process for reviewing and following up with guests on gameday feedback/ concerns. Collaborate with Ticket Office & Business Intelligence to make necessary improvements and to communicate expectations.
• Service Recovery – Work with Ravens & Stadium Partners to improve upon the current process of addressing service failures in game and post-game.
• Responsible for hiring and managing Premium and Suites Hospitality Concierge. This may include scheduling team members for non-gameday events.
• Flockbot (Virtual Assistant Tool)– Collaborate with Ravens Digital team on updates to guest information on Ravens Flockbot.
• CAWS for Celebration – Manage communication, payment, edits, and approval of gameday video board message submissions.
• Special Moment Requests – Coordinate the execution of special moments requests by guests on gameday and non-gamedays (proposals, gender reveals, military reenlistments, etc.)
• Oversee the Contact Us email communication from guests, insuring guests are getting responses in a timely and efficient manner.
• Contributing to the continuous improvement, creation, and facilitation of the Raven’s orientation (Welcome to the Flock) and Season Kickoff for all team members.
• Execute events and programs aimed at the over-arching goal of delivering the best guest experience in the NFL.
• Assist with managing the Guest Experience Department budget.
• Collaborate with various stakeholders (Stadium Operations, Ticket Operations, PCI, Marketing, Suite Sales & Services to name a few) in the overall strategy and implementation of initiatives.
• Provide support to Stadium Partners to help execute gameday and non-gameday responsibilities.

Required Education and/or Experience:

• College degree in hospitality, sports management, and/or related field
• 5-7 years of relevant experience in hospitality, managing customers, employees, contractual partners, and cross-functional teams.
• Previous experience in the hospitality industry required.
• Excellent attention to detail, superior writing and communication skills and the ability to interact with fans, guests and stakeholders at all levels.
• Demonstrated experience building a winning culture. Experience working in a training environment a plus.
• Previous experience with sports team/stadium venue preferred.
• Experience with facilitation of content and/or orientations.
• Previous experience with managerial functions: Budgeting, hiring, evaluating staff, recognition, continuous improvement.

Requisite Abilities and/or Skills:

• Must be a dynamic, outgoing, self-motivated individual with outstanding communication and organizational skills. Strategic thinking with keen attention to detail and task execution.
• Collaborative culture builder that works well with a diverse team internally and externally.
• Strong sense of passion and initiative towards the position, the vision, and the team.
• Upbeat and friendly personality. A people-person.  The ability to be a strong leader.
• Proficient in Microsoft Outlook, Word, Excel and Power Point.
• Ability to construct and present effective training programs on an ongoing basis.
• Ability and willingness to work weekends, evenings, and some holidays, as the schedule necessitates.
• Passion for professional sports
• Ability and willingness to obtain proper certifications for heavy machinery use.

APPLICATION PROCESS

To be considered for this position, applicants must complete the online application, answer the screening questions, and submit a resume and cover letter. Any applications that are missing the required information will not be considered.

As an equal opportunity employer, we consider candidates from all backgrounds and identities. We encourage individuals from all ethnicities, sexual orientations, gender identities, socio economic status, as well as military veterans and individuals with disabilities, to apply.