The Opportunity

Delaware North Sportservice is seeking a Manager, Guest Experience to join our team at Truist Park in Atlanta, Georgia. GuestPath is Delaware North’s five-step continuous improvement process that drives exceptional guest experiences through our operations. GuestPath is a critical component of the Delaware North culture. The Manager, Guest Experience will ensure GuestPath remains at the forefront as a foundational driver of our company culture.

Responsible for the implementation, measurement, monitoring and training of the Delaware North GuestPath Customer Service Program. Coach managers and associates to expected levels of service standards. Identifies training/service gaps based on self-inspection, e surveys and standard assessments and works with appropriate associates to resolve issues and close gaps. Continually monitor and improve guest scores, service and service recovery through analysis of guest service reports. Provide report requirements to the Client and provide action items for deficiencies. The ideal candidate will drive productivity and build morale. The candidate is responsible for the overall execution and communication of employee engagement activities. Such activities will be solutions to strengthen customer service interactions and interdepartmental conflicts to support partnerships. The candidate will also drive special projects for executive leaders in the facility.

Responsibilities

  • Uses independent judgement to create and execute an annual internal customer service/ employee engagement strategy to improve operational efficiencies. This would include budgeting, planning, regularly appraising implementation of service standards by all associates, making plan adjustments as necessary, and compliance to company standards with regards to customer service expectations and regulations
  • Creates, writes, coordinates and oversees and/or executes production of internal communication materials including newsletters, presentations, customer service trainings, internal assessments and surveys.
  • Manages staff who will assist with strategy execution. Staff will assist with tracking data, generating metrics and maintaining all employee engagement and internal customer service program reports and data.
  • Develop and implement annual rewards and recognition plan.
  • Responsible for the planning, coordinating, and execution of the year end associate appreciation party.
  • Works closely with leadership on all special projects to include visitor arrangements (internal and external to stadium), year-end corporate reports, client relations, etc.
  • Performs other duties as needed

Qualifications

  • Minimum 3 years’ experience leading the delivery of guest service/customer service programs.
  • Ability to communicate with stakeholders at all levels across the organization.
  • Exceptional organizational skills
  • Strong proficiency in Microsoft Suite applications such as Word, PPT, Excel, SharePoint
  • Must have the ability to disseminate Guest Satisfaction Survey results, and other reporting using data analysis with the goal of recognizing gaps in training and/or other areas of emphasis.

Who We Are

At Delaware North, you’ll love where you work, who you work with, and how your day unfolds. Whether it’s in sporting venues, casinos, airports, national parks, iconic hotels, or premier restaurants, there’s no telling where your career can ultimately take you. We empower you to do great work in a company with 100 years of success, stability and growth. If you have drive and enjoy the thrill of making things happen – share our vision and grow with us.

Delaware North Companies, Incorporated and its subsidiaries consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status. Delaware North is an equal opportunity employer.