Guest Experience - Supervisor

Job Title : Guest Experience Supervisor Department : Sales & GMR Operations

Reports To : Vice President of Sales & Member Relations Strategy S tatus : Exempt

Employees must be able to perform the essential functions of this position satisfactorily. The requirements listed below are representative of the duties, knowledge, skills, and / or abilities required.

If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions.

Core Functions :

• Support the recruiting, hiring, and training of a best-in-class part-time Guest & Member Relations gameday staff.
• Manage the scheduling of Guest & Member Relations staff for gameday, Buccaneer events, and non-Buccaneers events.
• Support the staffing and execution of non-Buccaneer events on the Suite level at Raymond James Stadium including hiring staff, running event day operations and all preparation leading up to event day.
• Collaborate with other gameday staff managers to support recruitment, hiring, and guest experience training for all Buccaneers part-time staff.
• Work with the Vice Presidents of the Ticketing Department to develop a comprehensive plan, including goals and objectives to create a best-in-class service culture.
• Collaborate with internal parties on the development, scheduling and execution of Customer Service training for all full-time and part-time staff involved in Buccaneers gamedays.
• Assist in the development and execution of Premium Member communication, including but not limited to renewal collateral, event communication, and gameday communication.
• Assist in creating and tracking contracts, amendments, and addendums associated with premium accounts.
• Manage communication with all fans and guests that are not Buccaneers Season Pass Members, including email and phone responses, creation and maintenance of collateral to communicate important guest experience information including but not limited to websites, AI tools and App.
• Oversee the ticket processing of all premium area ticket orders for Buccaneers and non-Buccaneers events at Raymond James Stadium.
• Coordinate all efforts of Ticketing events, including proposals, logistics, staffing, attendance, purchasing, communication, and business planning.
• Coordinate all aspects of game day for the Ticketing department, including creating schedules, credential requests, and game recap / survey reporting.
• Employee is expected to have the training, experience and knowledge to perform the responsibilities of this position with general supervision only.
• Employee is expected to regularly exercise discretion and independent judgment.

Responsibilities

• Manage event day operations of Guest & Member Relations Gameday Staff.
• Responsible for hiring, onboarding, and training of all Guest & Member Relations Gameday Staff.
• Guide Guest & Member Relations Gameday Staff in effective fan issue resolution.
• Work with VP of Sales & Member Relations Strategy to review performance of all Guest & Member Relations Gameday Staff.
• Employee is responsible for assisting a division of the department and directing the work of its employees.
• Employee is also responsible for staffing the department and the management of employee performance, including hiring appropriate staff, conducting regular performance reviews, and, if necessary, terminating staff in conjunction with human resources.

Skills & Abilities

• The ability to set goals and achieve objectives in a timely and efficient manner
• Exceptional written and oral communication skills
• Strong multi-tasking with attention to detail
• Strong critical thinking, problem-solving, and conflict resolution skills
• Ability to manage projects, keeping tasks organized and on a strict deadline

Experience & Education

• A bachelor's degree or commensurate work experience
• Two to three years of project management, customer service, or marketing experience

Technical Knowledge

• Working knowledge of Archtics ticketing system, Salesforce CRM, Microsoft Teams, and Trello (project management)
• Strong skillset in Excel and PowerPoint

Work Environment

The Company is a professional, fast-paced, creative business environment. Other environmental conditions :

Extended evening and weekend work hours are sometimes required. Required to work all home and some away games in addition to non-Bucs events held at Raymond James Stadium;

may have to work occasional holidays

• Stressful and demanding work environment in executing work on short deadlines
• Computer and desk work a significant part of daily activities
• Sitting, standing, and working with hands for extended periods of time
• Rarely is lifting more than 20 pounds required
• Job duties require the employee to drive personal vehicle for business purposes

This job description is intended to set forth the core functions required for this position and describe the general nature of the work performed by employees in this position.

It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Employees may be assigned additional responsibilities, as necessary. The Company reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of the Company's business, competitive considerations, or the work environment change.

This document describes the position currently available and is not an employment contract.

The position covered by this Job Description is expressly declared to be "at will," meaning the Company has the right to terminate the incumbent's employment at any time, with or without cause.

Any written or oral promises or representations to the contrary are expressly disavowed and should not be relied upon by any employee.

Any change to this "at will" employment status must be in writing and signed by the Chief Operating Officer of the Company.