Guest Experience - Director of Guest Experience

Orlando City/Orlando Pride; Orlando (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

Orlando City SC and Orlando Pride seek a Director of Guest Experience to lead and elevate every guest interaction across our stadiums, teams, and events. You will develop programs, training and KPIs to ensure a world-class, fan-first experience from entry to exit.

Reporting to the VP, Facilities & Operations, you will manage budgeting, partner with operations and supporter groups, and coach staff to deliver consistent, memorable experiences during match days and events.

Qualifications

• Bachelor’s Degree or equivalent with 5-7 years’ experience in sports, entertainment, or hospitality.
• 3+ years’ supervisory or managerial experience.
• Fan-first mindset with strong guest-service orientation.

Responsibilities

• Oversee guest experience for multiple teams and stadiums to ensure best-in-class end-to-end guest interaction.
• Collaborate with the Supporter Coordinator on matchday logistics and events.
• Develop programs, policies, and training models to deliver high-level customer service.
• Create and manage the annual guest experience budget with leadership and control costs.
• Define KPIs and guest-satisfaction metrics to drive data-driven improvements.
• Coordinate with stakeholders to deliver timely services and resolve guest inquiries.

Skills

Customer-centric leadership

Strong communication

Team development training

Strategic thinking

Education

Bachelor's Degree or equivalent

Tools

Microsoft Office

Job description

TITLE:

Director of Guest Experience

DEPARTMENT:

Guest Experience

REPORTS TO:

VP, Facilities & Operations

FLSA:

Salaried;Exempt

WHAT SETS YOU APART

You are a Champion for Guest Experienceand an advocate forafan-first culture, leadingandintegrating all guest-facing elements and interactionsto create a world-class fan experience atINTER & Co Stadiumand at Osceola County Stadium.In this role, youwillbe responsible forevaluating and improving all existing guest experience practices, whileproviding professional development and training aimed atguiding,motivating,and equipping employees and partners to consistentlydelivera world-class,fan-firstguest experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Oversee the guest experience for Orlando City, Orlando Pride, Orlando City B, and INTER & Co Stadium, ensuring a best-in-class end-to-end experience for our guests, members, and partners.


• Collaborate with the Supporter Coordinator on the overall Supporter Group relationship and matchday experience, including but not limited to gameday logistics, away travel, event planning, and leadership touchpoints throughout the year


• Develops programs, policies, procedures, and service training models to provide the highest level of customer service.


• Develop the annualguest experienceoperating budget with the VP of Facilities & Operations and manage day-to-day operations to ensure cost effectiveness


• Develops KPIs and customer satisfaction metrics to make agile data-driven recommendations to improve the customer experience.


• Liaise and collaborate with all internal and external stakeholders to ensure that allrequiredand requested services arebeing providedin a timely manner.


• Develops and executes training and support programs for all event staff and third-party vendorsthat reinforce the organization’s values, vision, and mission to help achieve its goals.


• Establishes best-in-class processes, procedures, and systems for guest inquiries, feedback, lost & found, and complaints, and works closely with all departments to proactively address guests' needs.


• Developsmonitoring initiatives to ensure evaluation and feedback from internal and external stakeholders and standards are achieved.


• Creates post-event reports and recaps to identify trends to offer guidance and solutions for guest experience and operational improvement.


• Call and email fans to provide personalized and genuine responses based on the game day experience, as needed


• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

• Manage(2)full-time staff


• Manage interviewing, hiring, and training employees, performance reviews, rewarding, and disciplining teammates in collaboration with the People & Culture team

QUALIFICATIONS

It’snever just a job at Orlando City SC and Orlando Pride.It’s a way of life. We live and breathe soccer and entertainment. We believe each role is as unique as the person who does it. To join our team, you will also possess these qualifications:

• Bachelor’s Degree or equivalent with5-7years’ experience in sports and entertainment or hospitality industry; and3+ years’ experience in a supervisory or managerial role.


• Afan-first, customer-centricindividualwhoworks vigorously to understand guest needs,earn their trust, and improve their experiences.


• Ability to lead large, diverse teams of front-line employees and experience in training leaders.


• Positive attitude and intrinsic desire to provide excellent service to all guests.


• Demonstrated strong problem-solving capabilities.


• Exceptional interpersonal and communication skills, both verbal and written, and the ability to foster relationships with guests, employees, and partners.


• Strategic thinker with the ability to align initiatives, structures, and various business components in support of mission, vision, strategic plan, and annual budget.


• Ability to succeed in a fast-paced, innovative, and rapidly evolving industry and business organization.


• Proficient in the Microsoft Office suite, along with other applicable technology applications.


• The ability to pass a background screening.


• The ability to attain and maintain a Safesport certification.


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