Assistant Director, Guest Experience
Chicago Cubs
Chicago, ILThis was removed by the employer on 1/3/2023 3:45:00 PM PST
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Full Time Job
JOB TITLE: Assistant Director, Guest Experience
DEPARTMENT: Operations
REPORTS TO: Senior Director, Operations & Guest Experience
FLSA STATUS: Exempt
ROLE
The Assistant Director, Guest Experience will assist in the design and lead the implementation of Chicago Cubs event Guest Services strategy. The position will lead change within the Guest Services, Parking and Premier functions of the Ballpark Operations department while executing day-to-day operations collaboratively and inclusively. Through the leadership of the function, which includes full time support, seasonal supervisors, and associates. This role will deliver ''best-in-class'' service to all guests of Wrigley Field by designing and implementing policy, procedure, rewards and recognition, and performance management, as well as overall Guest Services functions for all Wrigley Field Events.
RESPONSIBILITIES
• Champion ''best-in-class'' guest service initiative and, under the direction of the Sr. Director, Event Operations, develop, enhance, and deliver supporting programs to all Wrigley Field event associates
• Assist in the design and lead implementation of company strategy to deliver ''best-in-class'' guest service, providing feedback to advance and augment Cubs approach to service delivery
• Manage full-time associates, a team of Guest Services, Parking and Premier Supervisors (approximately 25), while leading the Guest Services, Parking and Premier teams (approximately 350 seasonal personnel) to ensure a high level of customer service delivery - including operating within policy and adhering to all procedures
• Evaluate current policies and practices and recommend advancements
• With the support of human resources and operations administration team, oversee the selection, training, rewards and recognition, and performance management of guest services personnel
• Assist in the creation and lead the delivery of service initiatives, policy, and procedure including production of fan-facing collateral material and employee handbooks
• Lead service delivery for all Wrigley Field events with a focus on baseball games and large-scale non-baseball events
• Utilizing the ABI scheduling tool, and in partnership with the operations administration team, direct the scheduling process for guest services, parking and premier personnel required for Wrigley Field events and recommend updates to the labor utilization model based on observations, effectiveness levels
• Review and investigate incident reports and execute follow-up of guest service issues
• Oversee ADA and accessibility services for Wrigley Field guests, including contributing to development of collateral materials and communication of accommodations and transportation options
• Lead campus A A initiatives across the organization, partnering with ticket operations and partnerships to ensure diverse offerings and inclusive activations
• Identify trends and opportunities to enhance the guest experience and assist in the development and lead the execution of improvement programs
• Using data and research, continuously and strategically identify key drivers of guest and employee satisfaction through survey programs and tools best suited for our environment
• Assist in the creation of and own accountability for all budgets, staffing levels and labor utilization models for Wrigley Field Events
• In all aspects of job performance, demonstrate a service-oriented attitude along with outstanding guest service skills and a bias for action
• Drive the experience for premier guests in the four club spaces, as well as the suite level
• Develop and deliver enhanced training for premier associates specific to each location and clientele
• Collaborate with Premier Services and Levy Catering to run the daily operation, ensuring best-in-class service, as well as taking proactive measures to guarantee quality experiences
• Oversee Chicago Cubs parking and transportation operation in collaboration with the parking supervisors to continuously improve parking services and solve for limited guest parking due to physical campus footprint
REQUIRED QUALIFICATIONS
• 4-year undergraduate degree at an accredited university or college in the field of Business, Social Sciences, or Communications
• Minimum 5 years' experience in large venue event management, including direct supervision of full-time personnel, conflict management, rewards and recognition, event guest services best practices, and performance management
• Strong leadership and personnel management experience with the ability to coach, mentor and motivate a diverse workforce
• Demonstrated ability to be creative and seek proactive solutions to problems and situations before and/or after they arise with minimal supervision
• Experience with budget oversight and general accounting/finance
• Knowledge of Microsoft Office products
DESIRED QUALIFICATIONS
• Advanced degree
• Self-starter – intrinsically motivated and able to motivate others
• Passion for delivering service both externally and internally
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.