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Manager, Guest Services Jobs
Company | Major League Baseball |
Address | New York, NY, United States |
Employment type | FULL_TIME |
Salary | |
Category | Spectator Sports |
Expires | 2023-05-13 |
Posted at | 1 year ago |
The Manager, Guest Services (“Manager”) for Major League Baseball (“MLB”) will be responsible for working closely with the Director, Ballpark Operations, and the rest of the Security & Ballpark Operations Department (“department”) in the development and implementation of state-of-the-art best practices for MLB events and facilities, and the continuing development and management of a system of Best Stadium Operating Practices for all 30 MLB Clubs.
- Provide expertise and act as a resource on all guest services and fan experience related training at the Clubs.
- Conduct and/or coordinate training of game-day staff during All-Star Week and other MLB events.
- Manage other department employees working in the area of guest services, concessions, and other fan experience topics; manage projects and foster a high-morale team environment.
- Organize the guest services agenda and content for the annual Security and Ballpark Operations Conference. Manage guest services and concessions related content on MLB’s intranet.
- Connect Club ballpark operations personnel to the appropriate MLB departments and personnel on matters outside the department’s purview.
- Manage the department’s internal and external ballpark experience assessment program, which includes ongoing participation from ballpark operations staff at the 30 Clubs. This requires managing third-party vendor relationship, staffing, logistics, and analysis.
- Liaise with other MLB departments (strategy and development, broadcasting, global events, sponsorship, product, and technology, etc.) on guest services, concessions, and fan experience related matters. Develop a strong understanding of how other MLB departments function in relation to these areas.
- Represent MLB in appropriate professional organizations, industry conferences, and university/continuing education programs regarding MLB’s ballpark operations.
- Help operate the ballpark at MLB’s special events. Direct appropriate personnel from MLB and Clubs on ballpark operations responsibilities for MLB events including All-Star Week, Postseason, and other domestic and international events.
- Develop and maintain strong relationships with the guest services department heads at MLB’s 30 Clubs and keep them informed of relevant league policies. Support monthly ballpark operations executive calls, with topics to include updates and best practices related to guest services, concessions, and other fan experience topics.
- Collaborate with Minor League operations on a variety of guest services, concessions, and other fan experience recommendations to the Minor League Clubs.
- Perform other related domestic and international duties as required and directed by the department.
- Plan and conduct calls with Club guest services staff specific to areas related to fan experience issues.
- Identify, and work with Clubs to implement, best practices in the area of guest services, concessions, and other fan experience topics.
- Bachelor’s degree from an accredited college or university
- Excellent presentation skills
- Strong oral and written communication skills
- This position is based in New York City and requires in-office attendance at least four days per week
- Highly motivated self-starter who listens, follows directions, and pays attention to detail
- Significant domestic and international travel required, sometimes for extended periods
- Professional demeanor, and ability to manage deliverables with time-sensitive deadlines
- Working knowledge of Microsoft Office (Word, Excel, PowerPoint)
- Must have significant event planning experience and project management experience
- Strong problem-solving skills with ability to prioritize issues and analysis
- Team player who enjoys working with others
- Strong quantitative and qualitative analytical ability
- Must be able to interpret data, synthesize information from multiple sources, identify scalable solutions and best practices, and communicate with a wide variety of audiences
- Minimum of 4 years of experience in guest services within professional or collegiate sports
- Supervisory experience preferred
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