Guest Services Senior Manager

Austin FC joined Major League Soccer (MLS) as the League’s 27th club in January 2019. Austin FC began competing in MLS in April 2021 and played its first match at home on June 19, 2021, in the new, 100% privately financed, state-of-the-art Q2 Stadium. Now in its fourth season, Austin FC currently holds the longest active sellout streak in MLS. 

 

Austin FC is actively seeking a passionate, experienced and proactive Guest Services Senior Manager whose main responsibility will be to create a welcoming, informative, and positive experience for each guest and member entering Q2 Stadium. In this role, you will ensure that the guest experience is consistently positive and oversee the process of responding to guest feedback and provide training to improve this as necessary.

 

This position will be based in Austin, TX and the role will be in-person based in Q2 Stadium.  

·        Has a positive attitude, strong work ethic and passion for flawless execution?

·        Feels a sense of pride and accomplishment in successfully executing a well-organized, well-coordinated event?

·        Is ready to directly supervise tasks while also actively contributing to help complete the necessary tasks in a timely fashion? 

·        Promotes a culture of high performance and continuous improvement that values learning and quality?

·        Is motivated by understanding a client’s needs and crafting creative solutions to meet those needs?

·        Works well within in a collaborative, team-driven, and goal-based environment? 

 

·        Hire, train, manage and motivate all Guest Services Staff; and 

·        Provide a high level of guest services during all events. This position will serve as the primary contact and interface with fans; and

·        Create, implement, and monitor an incentive program for Guest Services Staff with a focus on fostering a best-in-class employee experience and prioritizing employee retention; and

·        With support from the Guest Services Coordinator, oversee Q2 Stadium Lost & Found operations as well as general upkeep of the Guest Services email inbox to field and respond to inquiries between events; and

·        Maintain consistent communication with Sales & Service leadership to monitor fan feedback in order to maintain and enhance fan experience for all Austin FC matches and other Q2 Stadium events; and

·        Work closely with Director of Safety and Security to create staffing plans for each event; and

·        Support Operations Staff at St. David’s Performance Center by training and scheduling Guest Services Staff for SDPC events as needed, including Austin FC II matches; and

·        Create and distribute event preparation materials as it relates to checklists, timing, room assignments, maps, and any other items with fan relations; and

·        Process payroll for Guest Services staff. Closely monitor to ensure adherence to budget and bring attention to excessive hours; and 

·        Prepare annual operating budget and provide department specific budget materials for event pro formas; and 

·        Develop, produce, and maintain various staff training documents, including Match Day and Premium Guest Services Staff manuals and other event information documents; and

·        Maintain an efficient process for staff check-in/out as it pertains to control, throughput, uniforms, radios, and other equipment; and

·        Maintain and manage uniforms for all Guest Services Staff.  This includes distribution, collection, and inventory management; and

·        Coordinate training opportunities, tabletop exercises, discussion-based simulations, etc. to educate staff and enhance operations.

 

·        Bachelor’s degree required

·        Experience in customer service, hospitality, or guest services

·        Experience within the sports and/or entertainment industry 

·        English language proficiency is essential and Spanish/English bilingual skills are a plus

·        Experience in developing and managing budgets, and analyzing costs

·        Working knowledge of Fire, Life, Safety, EEOC, FLSA, OSHA, and ADA rules and regulations

·        Working knowledge of applicable federal, state, and local laws and regulations

·        Proficiency in Microsoft applications, knowledge of current technologies and commitment to remain up to date with industry best practices

·        Commitment to diversity and inclusion both internally and externally

·        Must have high level of interpersonal skills to handle sensitive and confidential situations and information

 

·        It is the policy of Austin FC not to discriminate against any employee or applicant for employment because of race, color, sex, national origin, religion, age, gender, sexual orientation, gender identity, gender expression, physical or mental disability, marital status, genetic information, or any other characteristic protected by applicable law.  

·        All selected candidates are subject to passing a background check prior to employment.

·        Hours are variable and can easily include early mornings, late evenings, weekends and some holidays in addition to the traditional Monday through Friday hours.