Guest Excellence Manager

The opportunity

Delaware North Sport service is searching for a full-time Guest Excellence Manager to join our team at American Family Field in Milwaukee, Wisconsin. As a Guest Excellence Manager you will be responsible for managing administrative and onboarding tasks.

If you thrive on excitement and want your workday to fly by, apply now to join the game day action.

$20.00 – $25.00 / hour

Information on our comprehensive benefits package can be found at

We care about our team member’s personal and professional well-being. Delaware North provides a benefits package designed to give you the comfort, safety, and security you need to deliver exceptional experiences for our guests. All team members receive benefits including:

• Weekly pay
• Employee assistance program
• Training and development opportunities
• Employee discounts
• Flexible work schedules

Eligible team members may also receive: health, dental, and vision insurance, 401(k) with company match, paid vacation days and holidays, paid parental bonding leave, and tuition and/or professional certification reimbursement.

• Coordinate all guest experience functions with managers and supervisors.
• Schedule, coordinate, and order supplies for all customer experience programs and service recovery seminars.
• Engage managers daily on the primary unit goals to maintain positive client and internal guest relationships.
• Maintain positive client and internal/external guest relations; respond, investigate, and follow through on client and/or internal and external guest complaints.
• Deliver training on the guest experience programs to managers and seasonal staff. Develop new approaches for training to standards, observations, training to gaps, rewards, and recognition—ensuring the highest possible quality of internal and external guest service.
• Develop a reward and recognition program.
• Engage managers with the goals of the property to maintain client and guest relationships.
• Assist in ensuring all associates adhere to company standards, policies, and procedures.
• Be organized and manage a plan with administrative skills.
• Perform all other duties as assigned.

• Minimum of three years of supervisory experience in food and beverage operations. Previous food industry, hospitality, or retail-related experience required.
• Training experience preferred.
• Excellent verbal, written, communication, and supervisory skills with the ability to motivate, ensure consistency, and make decisions.
• Must be available for American Family Field events—nights, days, weekends, and holidays.
• Must be able to give constructive and positive feedback.
• Must be able to communicate effectively with all levels of management.
• Must be a self-starter, self-motivated, and proactive.
• Must be able to effectively coach, train to gaps, and follow up on associate behavior/performance.
• Must be a creative, innovative, progressive, and insightful candidate.
• Must be proficient with Microsoft Office (Excel, Word, and PowerPoint).
• Must be at least 18 years old.

• Ability to lift up to 50 pounds.
• Standing, walking, and sitting.
• Subject to various weather conditions including snow, rain, extreme heat, or cold, depending on the season.
• May be required to work in confined or narrow spaces.

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