Job Description Summary

The Manager Event Services & Guest Services, is an integral part of the Guest and Team Member Services department at Mercedes-Benz Stadium. The position’s primary responsibilities include the planning and execution of major events, management of the stadium hiring program as well as management of our youth development, Westside Ambassador, Program. The Manager will serve as a top culture builder for Mercedes-Benz Stadium with an emphasis on creating authentic and meaningful relationships with Team Members. This position will report directly to the Sr. Director, Guest and Team Member Services.

Hiring Requirements:

Job Details

  • Manager, Guest Service, Training and Engagement

Roles and Responsibilities:

Events

  • Serve as the Guest Service Event Manager for select major events including the oversite of all Guest Service team related operations.
  • Assist with the logistics and planning of major events including attending prep meetings, devising event notes, creating event positioning reports, conducting leadership briefings, producing after-action reports, etc.

Services

  • Manage the stadium Wardrobe Distribution Center including the procurement, inventory and purchasing of uniforms.
  • Assist with the planning and execution of Team Member events including appreciation events, Super Huddles and Heroes of Hospitality.
  • Provide general guest service support to department leadership and the organization.

Hiring

  • Oversee the stadium hiring program including the planning and executions of hiring events and ensuring that new hire onboarding is smooth and efficient.
  • Collaborate with stadium event day departments to assist them with their hiring needs.
  • Assist with the assessment, interviewing and new hire selection processes for the Guest Service department.
  • Assist with the planning and execution of Team Member events including appreciation events, Super Huddles and Heroes of Hospitality.
  • Assist with management of the Wardrobe Distribution Center and the procurement, inventory and purchasing of uniforms.
  • Provide general guest service support to department leadership and the organization.
  • Westside Ambassador Program — Oversee all aspects of the Westside Ambassador Program including:
  • Recruit new classes of Ambassadors from Atlanta’s Westside schools including outreach to the schools and fostering relationships with school executives and guidance counselors.
  • Promote/ market the WSA Program to students and in the community. This should include visits to select locations in conjunction with speaking engagements.
  • Expand the pipeline of student candidates by working with youth organizations and new schools on Atlanta’s west side.
  • Create new work opportunities within the stadium for future WSA’s.
  • Interview and hire for the program.
  • Oversee and support the Guest Service Coordinator with the design and execution of pre-game development exercises.
  • Support the Guest Service Coordinator with Westside Ambassador coaching, discipline, deployment, recognition and event day execution.
  • Develop a yearly timeline for the WSA Journey and ensure that all milestones are met including the selection of Mentors, Leads, representatives for Arthur’s Suite, the Alumni Program and paid Internships.
  • Maintain and expand the database of resources that are available to WSAs.

Qualifications, Education Requirements & Required Skills

  • Min. 3 years experience with managing hiring and recruiting processes.
  • Min. 3 years experience with community outreach and youth development. (Preferred)
  • Must have experience managing a large and diverse group of employees including youth.
  • Minimum of 3 years of event venue management experience (preferably a large-scale or high-volume facility).
  • Ability to build and maintaining a successful culture within the Core Values.
  • Proficient in Microsoft Word, Excel, PowerPoint and Outlook.
  • Available to work long hours including nights, weekends, holidays and most major events.