Director of Guest Experience Ryan Field at Northwestern University

Overview

Oak View Group (OVG) is the global leader in premium live entertainment infrastructure and services, with a platform spanning venue development and end-to-end capabilities across venue management, hospitality, and sponsorship sales. Founded in 2015, the company serves a collection of seven world-class owned venues and a client roster of iconic arenas, stadiums, convention centers, music festivals, performing arts centers, and cultural institutions, spanning four continents.

The Director of Guest Experience reports directly to the Senior Vice President. The position will be responsible for enhancing the experiences of our guests, employees, and stakeholders. This dynamic leader will be responsible for developing, executing, and continuously evaluating all Guest Service plans for all stadium events. This individual will create and enforce a vibrant customer-focused culture among all key stakeholders, managers, and employees.

The successful candidate will be a hands-on professional who enjoys rolling up their sleeves and working as part of a team. The goal is to ensure we become and remain the industry standard for excellence and ensure that all our guests and staff have exceptional experiences.

This role pays a yearly salary of $95,000 - $110,000 and is bonus eligible.

• Direct and lead the Guest Experience Manager and Supervisors while creating and enforcing a customer-focused culture at the venue.
• Directs more than 100 event staff employees to strategically enhance the guest experience for the various events throughout the year.
• Facilitate a strong relationship with Human Resources to ensure the Guest Experience team can recruit, interview, select, and train all front-of-house staff according to established guidelines.
• Handle the development & facilitation of the Guest Experience training program for employees with Guest Services, Event Security, and Box Office to include content around identified core values, curriculum, implementation, and evaluation.
• Works closely with the Director of Security to help create and oversee the best Guest Service policies and practices for Ryan Field.
• Aids in directing front-of-house staff in managing large crowds under constantly changing event environments.
• Create reporting procedures to help review and analyze guest feedback, identify trends, and use data analytics for process improvements for both guest experience and operational improvements.
• Works closely with all departments and business lines to address guests both proactively and reactively. Develops and maintains effective working relationships with clients, partners, and all Stakeholders.
• Resolves any escalated complaints/concerns.
• Create and oversee recognition and appreciation initiatives for all Front-of-house event staff to ensure consistency in service and venue knowledge across all levels of the venue.
• Responsible for managing expenses within the annual approved department budget, including but not limited to researching, reviewing, and recommending training, uniforms, equipment, materials, and supplies required for the Guest Experience department.
• Plan and lead operational meetings as required, ensuring smooth coordination of Guest Experience.
• Responsible for the policies, systems, and processes that provide a strong foundation and support the company culture.
• Ensure compliance with the Americans with Disabilities Act (ADA) during events.
• All other duties as assigned.

• Minimum 5-7 years' experience managing guest service & experience programs in a large-scale hospitality or event setting.
• Guest Services experience with large-scale events in a stadium, concert, or multi-use facility setting of a similar size (10,000+ seats) is highly desirable.
• Bachelor's Degree in Sport/Event Management, Hospitality, Training & Education, HR, or Business Administration or an equivalent combination of education and experience in the field.
• This individual is a natural integrator and solution-oriented person who has experience driving and motivating results with large teams/departments.
• Experience in event planning and/or event execution experience in a sports/live entertainment facility.
• Has 3+ years of practice creating and teaching/delivering effective employee training programs, preferably in the area of customer service.
• Passion for providing the highest quality service and puts guests' needs before their own needs first.
• Must be a creative problem solver who can identify solutions and address guest concerns efficiently and professionally while remaining calm under pressure.
• Must be adaptable with the ability to work under pressure to meet deadlines.
• Ability to build and manage a collaborative and diverse workforce.
• Strong verbal and written communication skills, with an expert ability to present and communicate new ideas and concepts.
• A high degree of personal integrity and consistently put the interests of the organization first.
• Experience servicing various stakeholders and demographics.
• Ability…