Head of Fan-First Guest Experience

Orlando City SC

Orlando (FL)

On-site

USD 110,000 - 140,000

Full time

6 days ago
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Job summary

Orlando City SC is seeking a Director of Guest Experience to lead and integrate all guest-facing elements across Orlando City, Orlando Pride, and INTER & Co Stadium. You will evaluate current practices and develop training aimed at guiding, motivating, and equipping staff and partners to deliver a world-class, fan-first guest experience.

You will set KPIs, manage a small team, collaborate with internal and external stakeholders, and drive programs, budgets, and event support to ensure

Qualifications

  • Bachelor’s degree or equivalent with 5-7 years’ experience in sports and entertainment or hospitality.
  • 3+ years’ supervisory or managerial experience.
  • Fan-first, customer-centric mindset with strong communication skills.

Responsibilities

  • Oversee guest experience for Orlando City, Orlando Pride, Orlando City B, and INTER & Co Stadium.
  • Develop programs, policies, and training models to deliver high-level customer service.
  • Establish KPIs and feedback loops to improve guest experience and operations.
  • Manage operating budget with VP Facilities & Operations and ensure cost effectiveness.
  • Collaborate with stakeholders to provide timely services and address guest needs.

Skills

Guest experience leadership
Customer service excellence
Team leadership
Problem solving
Interpersonal communication
Strategic planning

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office
Safesport certification

Job description

Orlando City SC is seeking a Director of Guest Experience to lead and integrate all guest-facing elements across Orlando City, Orlando Pride, and INTER & Co Stadium. You will evaluate current practices and develop training aimed at guiding, motivating, and equipping staff and partners to deliver a world-class, fan-first guest experience.

You will set KPIs, manage a small team, collaborate with internal and external stakeholders, and drive programs, budgets, and event support to ensure

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