Director, Guest Services

  • St. Louis City SC
  • St. Louis, MO, USA
  • 09 May, 2022
Full time Customer Service Leadership & Management Stadia & Operations

Job Description

The Director, Guest Services is responsible for the creation and direction of the St. Louis CITY SC Guest Services Team. Our mission is to develop a fan-centric organization that remains committed to delivering the best-in-class guest experience for all who visit Centene Stadium.


Major League Soccer's (MLS) first majority female-owned and female-lead organization has its sights set on launching for the 2023 MLS season. The 100 percent St. Louis based owners are committed to becoming an exceptional club and neighbor and a symbol for the future of our city and region.

St. Louis CITY SC will play in a brand new, state of the art soccer stadium to be built on approximately 30 acres in downtown St. Louis, Missouri. Seating capacity of the open-air stadium will be approximately 22,500. Included with the build of the stadium will be the team Administrative Offices and Training Facility immediately adjacent to the stadium in Downtown West St. Louis.

  • Lead, manage and supervise the Guest Services Team, consisting of both full and part-time team members.
  • Develop and execute a Guest Service Staffing Plan for Centene Stadium.
  • Recruit, interview, hire, and lead team members in the creation of a diverse and inclusive Guest Services Team.
  • Establish and maintain guest service standards.
  • Develop and implement guest service policies and procedures.
  • Design and deliver all guest service training to inspire the Guest Services Team and all others who work match day at Centene Stadium to exceed guest expectations and deliver an unparalleled guest experience.
  • Direct and lead the Guest Services Team in the management of large crowds during changing event situations at Centene Stadium.
  • Develop and implement procedures and programs to collect, measure, analyze and report guest satisfaction metrics.
  • Manage all communication with guests regarding their comments and questions about their guest experience at Centene Stadium.
  • Prepare and administer the Guest Services Team's annual operating budget including but not limited to researching, reviewing, and recommending uniforms, equipment, materials, and supplies required for the Guest Services Team.

  • Bachelor's degree strongly preferred.
  • A minimum of 10 years of related work experience in customer/guest service experience in a sports/live entertainment.
  • Experience in event planning and execution experience in sports/live entertainment facility.
  • 5+ years of experience creating and delivering effective employee training programs.
  • Excellent communication skills including written, verbal, and public speaking.
  • Strong interpersonal communication skills to develop and maintain relationships across the club.
  • Ability to work under pressure, recognize problems and find solutions.
  • This position requires a flexible work schedule, and the ideal candidate must be able to work extended periods, irregular hours, evenings, weekends, and some holidays as required.
  • Proficiency in Microsoft Office programs (Word, Excel, Outlook, and PowerPoint) is required.

St. Louis CITY SC is building a team that is passionate about their work, the success of our Club and the growth and revitalization of our region. We desire people who hold themselves and others accountable and are driven by setting new standards for fan engagement.

TKFC LC is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, creed, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law.

For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.