Guest Experience Training Manager

Summary

Legends Global, the leader in privately managed public assembly facilities, has an excellent and immediate opening for a Guest Experience Training Manager at NRG Park in Houston, Texas. NRG Park is a premier facility with four major venues within one giant park: NRG Center, NRG Stadium, NRG Astrodome, and NRG Arena. We seek a uniquely qualified Guest Experience Training Manager to join our Guest Experience team.

Under general supervision, the Guest Experience Training Manager oversees and guarantees a world‑class customer service experience for clients, guests, vendors, and all others serviced by the staff and facility at NRG Park. Under the direction of the Assistant Director of Event Services, the manager develops and provides proficient and comprehensive service‑oriented training to the staff of Legends Global and other entities at NRG Park where necessary.

The role acts as a liaison between the facility and clients, ensuring all clients’ guest experience training requirements are met and facility rules, regulations, and policies are adhered to.

• Maintain, update and ensure current day trends are followed for the unique Guest Experience Training Program ONE NRG Park.
• Manage the aspects of the ONE NRG Park team member experience to include reward and recognition programs, incentives, inventory, and rewards for team members.
• Maintain and support the high standards of NRG Park by positively contributing to the culture of the organization using the Quality Standards and Team Values taught through ONE NRG Park.
• Apply the methodologies of training related to the sports and entertainment industry to ensure full compliance with regards to the ONE NRG Park program.
• Manage and maintain the ONE NRG Park Employee website, updating content related to the employee experience.
• Enforce a vibrant customer‑focused culture by rallying together key stakeholders, Legends Global team members, as well as all organization’s business partners and their personnel.
• Train team members on various aspects of providing exceptional customer service, presenting the highest professional image, and maintaining an effective working relationship with clients, team members, exhibitors, guests, and others encountered in the course of employment.
• Provide instructor‑led training to all partners and contractors on NRG Park Guest Experience programs.
• Train team members on inclusive guest service practices, including ADA‑related guest interactions, accessibility awareness, and appropriate service accommodations to ensure all guests feel welcomed, respected, and supported.
• Work with tenants on overall guest experience expectations to ensure the highest level of exceptional customer service.
• Translate guest experience standards into observable, trainable behaviors, including tone, body language, situational response, and service recovery techniques.
• Observe team members in live event environments to coach service behaviors and identify real‑time training opportunities.
• In coordination with Legends Global Guest Experience and Event Services teams, develop a program to audit NRG Park events year‑round to provide metrics for review.
• Analyze guest experience audit data to develop customized training plans to address any identified training gaps.
• Champion quarterly meetings with representatives of all partner companies to brief on items related to guest experience and venue culture.
• Conduct quarterly briefs with Legends Global Executives to review metrics related to ONE NRG Park training.
• Develop situational training modules in conjunction with Legends Global HR for each internal department which proactively enhances the overall guest experience.
• Keep up to date on the latest training trends, developments, and best practices across the sports and entertainment landscape through conference attendance, collaboration with other Legends Global properties, etc.
• Manage team member enrollment for training, schedule training sessions, and organize resources to facilitate training programs.
• Support event day activities of the Guest Experience Team, including scheduling, staffing, discipline, and event day logistics.
• Train…