Manager, Guest Services

Minnesota Twins; Minneapolis (MN); On-site; USD 58,000 - 64,000; Full time

Job summary

Join a dynamic team at a leading sports organization dedicated to enhancing the guest experience at Target Field. As the Manager of Guest Services, you will oversee a talented staff, ensuring exceptional service during events. This role is perfect for someone with strong leadership skills and a passion for customer service. You'll manage hiring, training, and scheduling while fostering a positive environment for both staff and guests. If you thrive in a fast-paced setting and are eager to contribute to a team that values diversity and inclusion, this is the opportunity for you.

Benefits

Medical Insurance

Vision Insurance

Life Insurance – Employer paid

Long Term Disability – Employer paid

401(k) Plan – Employer match

Paid Time Off (PTO)

Paid Holidays (16 for 2025)

Complimentary Tickets

Qualifications

• Bachelor's degree or equivalent experience in management or customer service required.
• Supervisory experience preferred, with strong leadership and communication skills.

Responsibilities

• Manage all aspects of the Guest Services department at Target Field.
• Hire, train, and supervise staff, ensuring effective guest service during events.

Skills

Leadership Skills

Interpersonal Skills

Communication Skills

Organizational Skills

Technical Ability

Creativity

Education

Bachelor’s Degree in Operations Management or Customer Service

Equivalent Relevant Experience

Tools

ABI Mastermind Software

Job description

At the Minnesota Twins, we are driven by a singular purpose – to up the game, on the field and off. Unwavering in our commitment to deliver championships and be a force for good, our innovative, diverse and incredibly talented team is creating new ways to win, to uplift and to unite. We are proud to be Minnesota’s baseball team. We believe in our power to create positive change. We are setting the standard for a modern sports and entertainment brand that shapes a better tomorrow for all.

Position Summary:

The Manager, Guest Services is responsible for managing all aspects of the Guest Services department at Target Field. Responsibilities include hiring, training, and supervising an engaged and effective staff of ushers and customer service representatives. The position requires a detail-oriented, technically capable individual that can manage the process of administering a large part-time seasonal staff working major events.

Essential Duties and Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Coordinates and executes the hiring process for guest services staff, including initial job posting, scheduling, and conducting interviews, making hiring decisions, and managing the onboarding process. Ensures that eligibility requirements are met, and paperwork is complete prior to the start of employment.
2. Develops training structure, schedule, and content. Verifies and tracks completion of training for all staff.
3. Manages scheduling, positioning, and payroll for all guest services employees. Ensures staffing levels are appropriate based on budget and attendance.
4. Executes all staff communication regarding general policies and information, procedure changes, and general staff engagement.
5. Provides on-site supervision for Guest Services staff and works to maximize job performance and morale while staff is on-site.
6. Tracks event labor costs for budget planning purposes.
7. Supervises department interns throughout the season, as well as part-time event day staff assigned to employee support roles.
8. Assists Senior Director, Guest Experience in resolving guest service issues during events, and works with the Ticket Sales and Service department relative to guest issues among season ticket and premium ticket customers.
9. Provides gameday support to Event Staff at games and major events.

Requirement Experience and Education:

1. Bachelor’s degree, or equivalent relevant experience in an operations management or customer service field.
2. Supervisory experience is preferred.
3. Experience with ABI Mastermind software is preferred.

Essential Knowledge, Skills, and Abilities:

1. Exceptional leadership skills and ability to motivate staff.
2. Excellent interpersonal and communication skills.
3. Well organized and detail oriented.
4. Highly creative and enthusiastic.
5. Technical ability to work with enterprise software platforms.

Physical Requirements:

1. Ability to lift items weighing as much as 50 pounds.
2. Must be able to work in a seated position for majority of workday.
3. Must be able to be productive utilizing a computer, keyboard and telephone.
4. Must be able to be productive in a working environment where the noise level can be high at times.
5. Specific vision abilities include close vision and ability to adjust focus.
6. Must be able to walk steps to visit guests and/or staff during games.
7. Must be comfortable walking to navigate the facility to access the office, dining room, etc.
8. Must be able to work extended hours and/or weekends as required by deadlines and event scheduling.

Compensation:

The base salary range for this position is $58,000 to $64,000 annually. Including potential bonus with a target of 14%, the total cash compensation range is estimated to be $66,120 to $72,960 annually.

• Medical, Vision
• Life Insurance – Employer paid
• Long Term Disability – Employer paid
• Long Term Care – Employer paid
• 401(k) Plan – Employer match up to 4% plus 5% nonelective employer contribution
• Paid Time Off (PTO)
• Paid Holidays (16 for 2025)
• Complimentary Tickets
• Plus a variety of voluntary benefit plans available

Are you excited about the opportunity but don't meet every single requirement? We encourage you to apply anyway! Studies have shown that women and people of color are less likely to apply for a job if they don't meet every qualification. At the Minnesota Twins, we are dedicated to building a diverse and inclusive workplace.