Guest Experience Manager — Stadium Opening Team

New York City Football Club LLC; New York (NY); On-site; USD 64,000 - 86,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Parental leave

Commuter benefits

Pet insurance

Gym membership

Citi Bike discounts

Wellness programs

4 complimentary tickets to NYCFC home|

Job summary

New York City Football Club LLC seeks a Manager, Guest Experience to support development, implementation, and day-to-day operations of the stadium’s Guest Experience program at Etihad Park. You’ll help ensure consistent service standards across events and create a welcoming environment for every guest.

As part of the opening team, you’ll train staff, schedule, gather guest feedback, and manage on-site operations for ticket takers, ushers, and other guest-facing personnel, building procedures,

Qualifications

• Bachelor’s degree in Hospitality Management, Sports Management, Event Management, or related field preferred or equivalent experience
• Minimum of 1–3 years of experience in guest services, hospitality, event operations, sports, entertainment, attractions, or a comparable customer-facing environment
• Previous stadium/arena/venue experience preferred
• Experience supporting large event day or hourly workforces

Responsibilities

• Support the Director, Guest Experience in implementing the stadium's overall Guest Experience strategy and standards
• Develop and maintain policies, procedures, SOPs, and event-day documentation
• Coordinate Guest Experience requirements for major events and programming
• Lead onboarding, orientation, and training programs for Guest Experience staff
• Manage guest feedback tracking, surveys, complaints, and service recovery as needed

Skills

Guest services

Event operations

Communication

Team collaboration

Organization

Problem solving

Education

Bachelor's degree or equivalent

Tools

Excel

Word

PowerPoint

Outlook

Teams

Job description

New York City Football Club LLC seeks a Manager, Guest Experience to support development, implementation, and day-to-day operations of the stadium’s Guest Experience program at Etihad Park. You’ll help ensure consistent service standards across events and create a welcoming environment for every guest.

As part of the opening team, you’ll train staff, schedule, gather guest feedback, and manage on-site operations for ticket takers, ushers, and other guest-facing personnel, building procedures,