Manager, Guest Services

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JOB SUMMARY: The Manager, Guest Services, is responsible for assisting in leading the Texas Rangers Guest Services team. They will ensure delivery on our common purpose of using Texas Hospitality to create WOWments and Cherished Memories for each guest visiting Globe Life Field and Choctaw Stadium. Additionally, this position serves as the game day/event day operations manager for the Guest Services department. This individual will assist in the hiring, training, and coordination of the Guest Services team to maintain the highest level of Texas Hospitality throughout the Texas Rangers organization. This person provides vision, leadership, and direction in all aspects of the Guest Services department.

ESSENTIAL FUNCTIONS OF POSITION INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:

• Serve as leader for the Guest Services department staff of over 400 Event Staff members by delivering on our service standards of Project Lonestar through hiring, training, staffing, and performance feedback.

• Serves as “Manager on Duty” during events by preparing event day information, leading pre-shift meetings, and being the primary Guest Services point of contact during events.

• Proactively and appropriately respond to staff and guests in a prompt, courteous, and professional manner, and serve as an escalation point for staff and guest inquiries, concerns, and/or complaints.

• Responsible for scheduling Guest Services Event Staff for Rangers Baseball games.

• Oversees the Guest Services Supervisor Team, including conducting end-of-season employee evaluations.

• Partner with the REV Entertainment team to ensure proper staffing for all non-baseball events.

• Leads and develops the Guest Services Coordinator.

• Manage department payroll for all Guest Services event staff.

• Work collaboratively with Human Resources on recruiting efforts to maintain proper staffing levels.

• Schedule and participate in all interviews for open part-time positions.

• Manage the execution of all Guest Services Event Staff appreciation events and work closely with the Sr. Director, Guest Services, on event staff recognition initiatives.

• Serves as the point of contact for all accessible services at Globe Life Field and Choctaw Stadium, including the sensory room, physical and non-physical needs for guests and staff.

PREFERRED QUALIFICATIONS:

• Bachelor’s degree in hospitality, marketing, sports management, business administration, or related field required.  Equivalent, relevant work experience may be considered in lieu of formal education.

• Experience managing a large number of Event Staff.

• Previous management in the sports/entertainment venue, resort, hotel, or comparable hospitality environment.

• Proficient computer skills including MS Office Suite (Word, Excel, PowerPoint, Outlook, CRM, Tableau, Tickets.com, Scheduling Software, etc.) Ability to learn and learn new software programs.

• Strong ability to work with a diverse population in a collaborative, respectful manner with a high degree of integrity, professionalism, and accountability.

• Excellent written and verbal skills required.

• Excellent public speaking and presentation skills required.

• Excellent organizational and time management skills; proven ability to handle a high volume of detailed work and ability to multitask and prioritize projects.

• Ability to research and innovate as it relates to guest experience best practices.

• Ability to work flexible hours, including evenings, weekends, and holidays.

• Ability to physically get around the ballpark as needed to assist guests (ADA Access available). 

• As a condition of employment, the job candidate(s) must complete a post-offer, pre-employment background check and drug screening.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the job.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!