Vice President, Guest Experience

Cleveland Cavaliers

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Job Description

Location: 1 Center Court, Cleveland, OH 44115, USA
Job Req: #39

Cavaliers Holdings LLC is committed to delivering epic experiences for our fans, team members, community, and the world. Fueled by a diverse, equitable and inclusive culture, we strive to recruit individuals that will be enthusiastic and purposeful in carrying out our vision as Transformative Leaders in Sports and Entertainment. If you are ready to work in the fast-paced and high-energy setting of the Cavs, Monsters, Charge, Legion and Rocket Mortgage FieldHouse— then we want to talk to YOU!

Job Summary:
The Vice President of Guest Experience is responsible for the ongoing development and execution of world-class training and recognition programs for the Rocket Mortgage FieldHouse Guest Services Team. This position will work directly with the Senior Vice President of Venue Experiences to lead and align the team of full time and part time event day staff in support of all events at Rocket Mortgage FieldHouse, as well as events promoted by Rock Entertainment Group. The Vice President will work closely to ensure the efforts of the People and Culture Team (HR) are reflected with the initiatives for the Frontline Team that are consistent with the FieldHouse service culture.

**This position requires a flexible schedule including working nights, long hours, weekends, and holidays in accordance with the Rocket Mortgage FieldHouse events calendar.

Essential Duties & Responsibilities:

Collaborates with the Managers of Staffing, Guest Experience and Suite Services to lead and manage 350+ part time Event Team members.
Effectively recruit, select, interview and hire of the best possible applicants to staff Guest Experience positions.
Oversee the hiring, training, supervisory, disciplinary, and evaluation process for all Guest Experience team members.
Develops and delivers job specific training for Guest Service Team and assists in the overall training, recognition, and appreciation initiatives for event staff to ensure consistency in service and venue knowledge.
Creates and standardizes the processes and procedures for staff file maintenance, scheduling, uniforms, preparation of event materials, and other administrative duties associated with the oversight of event staff.
Research, develop, and oversee the mystery shopper program, comment cards, and surveys.
Work closely with the Booking and Events Department to ensure event staffing and deployment levels fall within event budget Pro forma.
Develop scheduling templates in conjunction with the staffing team to assist in maintaining appropriate staffing numbers by event type.
Perform ongoing evaluation of guest relations programs and revise as necessary to meet our guest’s expectations.
Monitor and update Team Member attendance and counseling records, and act within established discipline matrix guidelines to ensure staff compliance with policies.
Prepare annual budget for the Guest Experience team; budget would include training, travel, uniforms, and other expenses.
Oversee the ADA services and feedback follow up after events.
Special projects and tasks as assigned.

Required Qualifications:

Minimum 5+ years’ experience working in guest and event services, with at least 2+ years of management/supervisory responsibility.
Bachelor's Degree from a four-year college or university required.
Experience in a sports and entertainment facility, or other hospitality-oriented business such as theme parks, hotels or airlines required.
Ability to speak in front of audiences ranging from under 10 people to 400+.
Strong leadership and personnel management experience.
Experience in creation and execution of employee training and recognition programs.
Experience in a high-volume, service driven environment.
Demonstrated ability to handle sensitive and confidential information and situations.
Demonstrated ability to be creative and seek proactive solutions to problems and situations before and/or after they arise with little or no supervision.
Highly proficient in the operation of various PC applications including Microsoft Office, Teams, PowerPoint, Excel, etc.
Must have a flexible schedule and be willing and able to work nights, weekends, and Holidays.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

Vice President, Guest Experience

Collaborates with the Managers of Staffing, Guest Experience and Suite Services to lead and manage 350+ part time Event Team members.

Effectively recruit, select, interview and hire of the best possible applicants to staff Guest Experience positions.

Oversee the hiring, training, supervisory, disciplinary, and evaluation process for all Guest Experience team members.

Develops and delivers job specific training for Guest Service Team and assists in the overall training, recognition, and appreciation initiatives for event staff to ensure consistency in service and venue knowledge.

Creates and standardizes the processes and procedures for staff file maintenance, scheduling, uniforms, preparation of event materials, and other administrative duties associated with the oversight of event staff.

Research, develop, and oversee the mystery shopper program, comment cards, and surveys.

Work closely with the Booking and Events Department to ensure event staffing and deployment levels fall within event budget Pro forma.

Develop scheduling templates in conjunction with the staffing team to assist in maintaining appropriate staffing numbers by event type.

Perform ongoing evaluation of guest relations programs and revise as necessary to meet our guest’s expectations.

Monitor and update Team Member attendance and counseling records, and act within established discipline matrix guidelines to ensure staff compliance with policies.

Prepare annual budget for the Guest Experience team; budget would include training, travel, uniforms, and other expenses.

Oversee the ADA services and feedback follow up after events.

Special projects and tasks as assigned.

Required Qualifications:

Minimum 5+ years’ experience working in guest and event services, with at least 2+ years of management/supervisory responsibility.

Bachelor's Degree from a four-year college or university required.

Experience in a sports and entertainment facility, or other hospitality-oriented business such as theme parks, hotels or airlines required.

Ability to speak in front of audiences ranging from under 10 people to 400+.

Strong leadership and personnel management experience.

Experience in creation and execution of employee training and recognition programs.

Experience in a high-volume, service driven environment.

Demonstrated ability to handle sensitive and confidential information and situations.

Demonstrated ability to be creative and seek proactive solutions to problems and situations before and/or after they arise with little or no supervision.

Highly proficient in the operation of various PC applications including Microsoft Office, Teams, PowerPoint, Excel, etc.

Must have a flexible schedule and be willing and able to work nights, weekends, and Holidays.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.