Director Of Guest Experience

This is a Full Time Job

The Director of Guest Experience is responsible for the growth and enhancement of both the guest experience program (also known as Elevate) and the overall Elevate service culture that engages and rewards team members throughout the organization while also building a loyal fan base through consistent and elevated guest experiences at all events. They will also manage the Fan Ambassador team during all events; Fan Ambassadors are tasked with assisting guests with making their experience as flawless as possible from the moment they arrive by displaying enthusiasm, happiness, and passion for our fans while providing clear and concise responses. This position will also assist the Associate Vice President, Guest and Culinary Experience with the monitoring of all Food & Beverage operations and ensure that both our General Concessions, as well as our Premium Spaces, are providing the best experience available for all guests at Gainbridge Fieldhouse.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Lead to inspire change and build strong team and culture company wide.
• Oversee training and development programs to unify the teams who create the Gainbridge Fieldhouse experience, including but not limited to: Pacers Sports & Entertainment (PS&E) front office and full time employees, all front of house event staff, Levy staff, Denison Parking staff, CSC Security staff and others as determined specific to the Elevate Pacers Sports & Entertainment (PS&E) service initiative's Common Purpose: Uniting and Empowering People to Create Extraordinary Moments.
• Lead, in partnership with all front of house department leaders, the annual part-time employee training initiatives.
• Research best industry practices as it relates to the Guest Experience to continue the growth of training course content and materials and administer trainings through various means and methods such as classroom teaching, computer laboratory, video, Web-based programs, self-guided instructional manuals, through formal and informal large and small group forums and through individualized coaching to ensure PS&E is leading the NBA with highly satisfied guest experience ratings.
• Confer with managers and leaders of each department to identify training and development needs to ensure compliance to PS&E culture and adhere to our Common Purpose and defined quality standards.
• 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.
• Drive team performance evaluation platform through various tactics including but not limited to Gainbridge Fieldhouse mystery shops, team member surveys, fan surveys, guest and team member focus groups, and metric evaluations of standard service operating procedures (i.e. – entrance experience, parking, concession stand wait times, etc.). Provide a quarterly progress report with strategic suggestions on areas of opportunity.
• Represent PS&E through NBA league-wide Game Experience meetings and correspondence related to the NBA and their service training initiatives.
• Continuously improve and assist with leading 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, while maintaining the approach that challenges can lead to opportunities.
• Maintain employee programs centering around Elevate PS&E and work internally to market and create excitement around all Elevate related initiatives.
• Outline goals and objectives, uphold the standards as defined within the Elevate PS&E plan, and assist in developing a quality service culture.
• Recruit, hire, train, and maintain best in class part-time Fan Ambassador employees.
• Handle the scheduling of Fan Ambassador employees for all events.
• Partner with Ticket Logistics to develop continual training for the Fan Ambassador team to ensure that they are knowledgeable on all aspects of ticketing such as mobile entry at the ticket scanning locations, accessing tickets, accepting tickets, transferring tickets, mobile wallet, and related apps including the Pacers app, Fever app, and Ticketmaster app.
• Work with Associate Vice President, Guest and Culinary Experience to create and implement initiatives to make a positive change to our Food & Beverage experience for all guests at Gainbridge Fieldhouse.
• Research best industry practices regarding Food & Beverage operations, service standards, and revenue maximization.
• Monitor the effectiveness and value of the services provided by Levy and provide guidance and input to improve such effectiveness and value. This includes identifying, reviewing, and making potential changes to service levels.
• Discuss and review monthly Food & Beverage financial and operational results. This includes reviewing the monthly financial reports and monitoring both payable and receivable invoices.
• Establish highly effective working partnerships with all employees at Pacers Sports & Entertainment, as well as any third-party vendors that handle Security, Food & Beverage, Parking, etc.
• Address all concerns during and after each event while upholding the highest standard of guest service.
• Monitor and respond to all guest correspondence that is received through the Pacers Insider email inbox. Ensure that all communication is received in a timely manner and that all responses adhere to the Elevate Service Standards.
• Oversee all guest information that is available at each Guest Relations Desk, as well as all guest information on the Gainbridge Fieldhouse Website (i.e. – Fan Guide).
• Provide support in maintaining memorabilia for both the Indiana Pacers and Indiana Fever. This support would include but not be limited to cataloging current memorabilia, collecting items that may be needed for future displays, and researching ways to improve current displays throughout the building.
• Oversee the Guest Experience department budget and strategic plan.
• Engage in PS&E sponsored and various other personal community outreach programs as a means to 'Serve Community'.
• Must be able to work a flexible schedule including events that occur on nights/weekends and some holidays. Some travel is required with the ability to attend and assist with events both on and offsite.
• Other duties as assigned.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires a results-oriented person with a proven ability to improve bottom line performance.

EDUCATION and/or EXPERIENCE:

Bachelor's degree (BA or BS) from a four-year college or university and a minimum of 5-10 years of experience in a customer-focused role, preferably in a leadership or management role in arena or stadium guest services or the hospitality/tourism industry is required.

This position must have experience developing, collaborating, communicating, and leading transformative customer focused/culture changing initiatives within organizations. This position must also have a general knowledge of Food & Beverage operations in the h

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