Manager Guest Experience

DEPARTMENT: Guest Experience

REPORTS TO: Vice President, Guest Experience & Event Security

STATUS: Full-Time; Exempt

San Diego Padres Commitment:

The San Diego Padres are committed to creating a diverse and inclusive environment for our employees. We strive to create an environment for everyone by including perspectives from backgrounds that vary by race, ethnicity, religion, gender, age, disability, sexual orientation, veteran status, and national origin.

If you are not sure you're 100% qualified but are up for the challenge - we want you to apply. We believe skills are transferable and passion for our mission goes a long way.

Your role as a Manager, Guest Experience:

You will be primarily responsible for ensuring the organization's guest experience goals and objectives are communicated, embraced, monitored, and achieved while overseeing all Guest Services Captains and Representatives. This position requires keen customer service skills and the ability to create, communicate, and maintain a strong focus on ensuring a best-in-class guest experience at Petco Park.

All the responsibilities we will trust you with:

MANAGEMENT/SUPERVISORY DUTIES:

• Supervise event staff including training, coaching, counseling, discipline and rewarding of Team Leader - Guest Services Representatives, Guest Services Captains. Guest Services Representatives, Wardrobe Lead and Wardrobe Attendants
• Ensure that union guidelines for scheduling are met for Guest Services Captains and Guest Services Representatives
• Review and approve event staffing templates and positions for baseball and non-baseball events
• Address event staff concerns or questions in a prompt, professional manner
• Write, implement, and maintain department training specific to Part-time event staff in preparing and facilitating annual ballpark-wide Guest Services (trainer), job-specific new hire orientation, and other yearly and ongoing event staff trainings
• Utilize and direct part-time event staff to resolve issues and problems and consistently deliver service levels
• Write and conduct annual performance evaluations of Guest Services Captains that will focus on the coaching, goal development, and discipline

GUEST SERVICES/ EVENT MANAGEMENT DUTIES:

• Consistently provide a ballpark experience that exceeds guests' expectations by empowering employees to use their good judgment and common sense without compromising facility safety and security
• Supervise and maintain service and fulfillment for all Guest Services Representatives' areas of operations, including, but not limited to, ballpark entries, vertical transportation points, seating bowl, and other interior locations as determined by the Vice President, Guest Experience & Event Security
• Supervise all Padres Wardrobe Room operations, including, but not limited to, staffing, purchasing, inventory of event staff uniforms and related ballpark equipment, event distribution and collection, maintenance, and security
• Coordinate disability resources such as ASL interpreters for all Petco Park events
• Oversee communication on department pages on Team Member website
• Provide appropriate resolution and documentation for all guest comments relating to all ballpark entries, vertical transportation points, seating bowls, and other internal locations communicated via the Customer Relation Management (CRM) database
• Provide input on capital projects that impact all ballpark entries, vertical transportation, seating bowl, event staff breakrooms, Wardrobe, and other internal locations, as needed
• Maintain daily event and inventory logs for Padres Wardrobe Room
• Write, implement and maintain operational manual for event staff
• Lead pre-shift operational and service meetings for Part-time seasonal staff
• Assist with the budget planning and progress associated with all ballpark entries, vertical transportation, seating bowl and other internal location operations, including managing "best practices" staffing modules to ensure proper staffing levels
• Act as first point of contact for reports of possible workers' compensation injuries for all department event staff members
• Work with department leadership to maintain organization safety and service standards

RECRUITMENT AND EMPLOYMENT DUTIES:

• Approve timecards for event staff
• Manage department recruitment and hiring processes focusing on employing great people. This responsibility includes working with People & Culture to analyze recruiting mediums and the overall interview process consistently
• As requested, assist with preparing, coordinating, and delivering various daily, monthly, annual, and/or homestand employee-based and/or budgetary reports
• Personnel responsibilities include payroll and/or time issues, change of address, monitoring event staff employees' attendance, leave of absence letters, coaching/disciplinary actions, final warning letters, and termination paperwork
• Oversee tracking and record keeping of staff availability such as sick time for all events

OTHER DUTIES:

• Participate in continuously developing and implementing highly impactful and efficient event staff recognition and award programs (incentive programs) focused on providing rewards and recognition with the overall goals of motivating event staff members and recognizing employees exceeding job performance expectations. This responsibility includes program effectiveness audits and development and implementation of alternatives that will achieve the desired outcome
• Serve as a consistent positive role model to all event staff members
• Be innovative in all areas by proactively seeking better ideas internally and through the facility management industry. This requires constant operational review and assessment of organization policies and procedures to determine their relevance
• Consistently seek to enhance the ballpark guest experience by critically analyzing facility amenities, services, policies and procedures from the end user perspective
• Represent department at business-related functions/initiatives
• Other duties and responsibilities as assigned by the Vice President, Guest Experience & Event Security

Your areas of knowledge and expertise that matter most:

• Proficient computer skills including experience with MS Office products such as Word, Excel, Outlook, etc., and general knowledge of basic office equipment including copier, laser printer, telephone, and computer
• Possess strong communication skills, both written and verbal, and effectively work well with others in a collaborative, respectful manner
• Exceptional time management and organizational skills with capacity to handle high volumes of detailed work, multi-task and manage projects on strict deadlines
• Maintain professional demeanor with a high degree of discretion, integrity, and accountability
• Knowledge of how to manage policies, procedures, organization, departments, and personnel
• Maintain consistent, punctual, and reliable attendance

You will be required to meet the following:

• Must be at least 18 years of age by the start of employment
• 4-year Bachelor's Degree in Business, Hospitality, Sports Management, or closely related field
• Minimum three (3) years work experience in a high-volume customer service environment. At least one (1) year of experience in a supervisory capacity is required
• Proven experience working with and supervising a Union staff, and the ability to learn, understand, and work within the Collective Bargaining Agreement preferred
• Fluently bilingual in English/Spanish a plus
• Able to work flexible hours including evenings, weekends, Padres home games, special events, holidays and extended hours as needed
• Able to travel as needed
• Minimum physical requirements: able to travel to and gain access to various areas of the ballpark for prolonged periods of time during games and events; able to lift and transport up to 25 pounds
• As a condition of employment, you must successfully complete all post-offer, pre-employment requirements, including but not limited to a background check

Salary and additional compensation:

Per the California pay transparency law, the base salary range for this full-time position is $68,640.00 to $72,000.00. As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, job-related skills and any other factors the San Diego Padres considers relevant to the hiring decision for this position.

In addition to the base salary, the Padres believe in providing a very competitive and generous compensation and benefits package for its employees. Benefits include, but are not limited to: Medical, Dental, Vision, 401(k) with employer match + automatic company Safe Harbor contribution, Basic Life Insurance (with option to purchase Supplemental Life Insurance), Pet Insurance, generous paid time off (PTO) and holiday program, paid employee parking, onsite barista service, employer provided game tickets to home games, onsite experiences, ballpark discounts on food and retail, work from home Fridays (during the off-season and when team is on the road), smart casual dress code and so much more. All benefits are subject to eligibility requirements and the terms of official plan documents which may be modified or amended at any given time.

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