Director, Guest Experiences
Golden State Warriors
San Francisco, CAThis was removed by the employer on 6/25/2021 6:16:00 PM PST
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Full Time Job
About the Position
The Golden State Warriors and Chase Center are looking for a hardworking and upbeat Director of Guest Experiences to focus on the growth and enhancement of both the guest experience program and the overall service culture that engages and rewards team members throughout the organization. In this role, you will lead the delivery on experience for team members and guests. This position reports to the Vice President, Event Experiences.
This is an excellent opportunity to share your expertise while learning more about this growing sports and entertainment organization that values your initiative and dedication!
This is a full-time position based in San Francisco, CA.
Key Responsibilities
• Enhance and lead guest experience training and development programs to unify the various teams that create the Chase Center experience
• Implement training courses through various means and methods (e.g. classroom, computer, video, web, self-guided manuals, formal/informal forums and individualized instruction) to ensure the arena is at the forefront of NBA guest experience ratings
• Collaborate with executives in identifying and matching training programs that are aligned to overall business goals, all while ensuring compliance to our culture and defined quality standards
• Implement and continuously improve training and development tools and programs to address gaps in skills and to meet the changing needs of our employees, partners and guests
• Coach and lead team members during pre-shift meetings in lead-up to events and attend business operational meetings to ensure goals and strategies align with the overall business objectives related to the Elevate program
• Measure, track progress and strategic adjustments through the administration of surveys and reports related to our service culture (quality assurance assessments, NBA flight survey, post event surveys and Team Member Surveys) and other defined standards and service metrics
• Lead organization-wide recognition and incentive programs that drive and reward consistently elevated levels of service
• Monitor track and evaluate incident reports, snag resolution systems, and indicate trends that require solutions to enhance service levels
• Drive team performance evaluation platform through various tactics including Chase Center quality assurance assessments, team member surveys, fan surveys, guest and team member focus groups, and metric evaluations of SOPs. (i.e., will call, parking, concessions line wait times, etc.)
• Lead full-time Event Experience department and ensure team consistently performs at a high level to achieve positive outcomes that meet department and company goals
• Assist in setting and auditing the department budget an strategic plans
Required Skills & Experience
• Bachelor's degree or equivalent work experience
• 7 years of hands-on experience, preferably within the sports and entertainment industry
• Experience reviewing and understanding safety rules, operating and maintenance instructions, and procedure manuals
• Detailed knowledge of Americans with Disabilities Act (ADA) regulations
• Excellent project management skills with the thrive in a high-pressure environment
• Ability to build positive working relationships with clients and peers at all levels within an organization and throughout the community
• Proficiency in Microsoft Office Suite; experience with time & attendance (Kronos) and TMSS scheduling software preferred
• Ability to work extended hours including nights, weekends, on-call status, and holidays
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Golden State Warriors is an equal opportunity employer.
We will ensure that qualified applicants with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
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