Director, Guest Experience

SUMMARY: The Vikings are looking for an individual to join their team to provide a winning fan experience! The Director of Guest Experience will help build a program that fosters the ultimate fan experience for all Vikings guests. Factors that contribute to the success of this role are: providing unmatched customer service, coordinating with Vikings stadium partners to ensure that service is consistent in all guest interactions, problem solving, exceeding expectations, and participating in training and supervising the Vikings Guest Experience team.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

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  Oversees, develop and manage the Guest Experience for the Minnesota Vikings, ensuring a world-class guest experience for fans, season ticket members and partners.
• Serve as a leader of the SKOL Service Committee to establish streamlined service initiatives and create team member appreciation programs.
• Serve as the liaison with ASM Global (facility Management Company) to ensure high levels of service and quality related to U. S. Bank Stadium game day guest experience.
• Develops programs, policies and procedures to provide the highest level of service for guests at Twin Cities Orthopedic Performance Center (Vikings HQ), U.S. Bank Stadium and TCO Stadium.
• Develop and monitor expense budgets related to departmental initiatives and operations.
• Establish KPI’s with Vikings’ Business Intelligence team and Stadium stakeholders to elevate the team member and guest experience.
• Create and facilitate “SKOL Service” training content for 3,000 game day team members and internal Vikings full-time staff.
• Implement and lead the U.S. Bank Stadium Game Day Staff Advisory Board.
• Serve as an administrator of online training platform “Brainshark” while onboarding stadium partners, manage and build online training content and ensuring proper use of program.
• Resolve Guest related issues in an appropriate manner while partnering with the Ticket Office on tracking service within CRM.
• Manages, coaches and develops Guest Experience Team.
• Oversee and manage USBS Team Member Rewards and Recognition efforts which include: appreciation events, season MVP program, reward program inventory and ordering.
• Manage Performance Reviews and regular 1:1 meetings with members of the Guest Experience team.
• Partner with stadium stakeholders on game day hiring initiatives such as job fairs and onboarding experience.
• Support the Vikings Events department on small and large-scale events to ensure proper staffing levels, service training requirements are met and overall guest experience standards are established.
• Oversee game day operations managed by team which include: Mamava Suites, Sensory Room, Guest Services Booth, and Memory Makers.

QUALIFICATION REQUIREMENTS:

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  4-6 years of Guest Relations experience in large scale sports, entertainment or hospitality environment is preferred; Supervisory or managerial experience required.
• Bachelor’s degree in hospitality, marketing, sport management, business administration or related field required. Equivalent, relevant work experience will be considered.
• Superior customer service ethic with high concern for co-worker and guest satisfaction.
• Demonstrated ability to seek proactive solutions to problems and situations before and/or after they arise with little or no supervision.
• Excellent communication skills including written, verbal and in-person training skills
• Ability to work flexible hours including all home games, evenings, weekends and holidays.
• Proficiency in Microsoft Office.

CONFIDENTIALITY REQUIREMENTS: This position may require the individual to have access to confidential records and information. To successfully perform this position, confidentiality of the information with which the individual has contact must be maintained.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to perform physical tasks such as lifting and moving boxes etc.
• Ability to sit or stand for long periods of time
• Ability to navigate stadium

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Standard office for regular office hours, on-site events

OUR DEI Commitment: The Minnesota Vikings are committed to creating and sustaining a culture for you. Whoever you are, we are an organization that embraces and empowers people of all backgrounds and experiences and incorporate diversity, equity, and inclusion into the foundation of everything we do. We are proud to have a culture that empowers our people to harness their uniqueness to develop their full potential as a contributor to the success of the organization and the communities we serve. The Minnesota Vikings are an