Guest Experience & Tours Manager

Pittsburgh Steelers; Pittsburgh (Allegheny County); On-site; USD 70,000 - 90,000; Full time

Job summary

Acrisure Stadium is seeking a dynamic Guest Experience Manager to supervise guest services and tour operations. You will work with the Director of Guest Experience to deliver world-class experiences for guests and staff, while shaping programs and training that elevate service standards across events.

You will recruit, onboard, train, and evaluate staff, manage scheduling and ADA seating requests, and collaborate with Ticket Operations and other departments to ensure smooth, engaging experiences

Qualifications

• Bachelor’s degree in sport management, hospitality, business, or related field.
• Minimum 3 years of large venue event management experience with supervision of personnel and vendors.
• Experience with venue-related software (staff scheduling, CRM, LMS and IMS).
• Excellent public speaking and presentation skills.
• Proficiency in Microsoft Office Suite – including Teams and SharePoint.
• AED/CPR training is preferred.

Responsibilities

• Contribute to the development of Guest Experience programs with a focus on anticipating guest and staff needs and ensure staff have up-to-date information for event days.
• Execute all aspects of the guest experience employee life cycle: recruiting, onboarding, training, retention, and evaluation, per guidelines.
• Design and maintain engaging training presentations and learning materials aligned with organizational standards.
• Lead training sessions for part-time staff, presenting content and engaging participants to improve retention.
• Supervise a diverse workforce of guest service and tour staff in a fast-paced environment.
• Collaborate with Ticket Operations and Retention on guest expectations and challenges.
• Serve as the point of contact for stadium event guest feedback and respond accordingly.
• Resolve escalated guest service issues with sensitivity and escalate urgent cases as needed.

Skills

Public speaking

Staff supervision

Training development

Interpersonal communication

Organization

Event operations

Vendor management

Education

Bachelor’s degree in sport management, hospitality, business, or related field

Tools

Staff scheduling system

CRM

LMS

IMS

Microsoft Office Suite

Microsoft Teams

SharePoint

Job description

Acrisure Stadium is seeking a dynamic Guest Experience Manager to supervise guest services and tour operations. You will work with the Director of Guest Experience to deliver world-class experiences for guests and staff, while shaping programs and training that elevate service standards across events.

You will recruit, onboard, train, and evaluate staff, manage scheduling and ADA seating requests, and collaborate with Ticket Operations and other departments to ensure smooth, engaging experiences