Guest Experience Director

Portland, OR, United States

Become a part of the team behind the team .

As employees of the Portland Trail Blazers at the Rose Quarter, we do more than basketball. We are blazing trails toward winning championships on and off the court .

We are pioneers and innovators. We look for people who push boundaries, who dream, who are committed to inclusivity – who want to contribute to Rip City!

As our Guest Experience Director , you will lead all aspects of our guest journey from arrival, entry, in-arena experience and departure through the creation, implementation and delivery of a comprehensive Guest Experience program focused on our organizational values of Impact, Inclusion, Integrity, and Innovation. You will exemplify the Rose Quarter mission to blaze trails toward championships on and off the court and be the primary champion of centering the guest experience in everything we do.

DAY-TO-DAY:

Oversee the Guest Experience Managers, Guest Experience Coordinator and Parking and Transportation Manager including interviewing, hiring, and training employees; planning, assigning, and directing work; creating development plans, and providing direct feedback in regular check-ins and performance reviews.

Support the development and execution of onboarding and training for all PT Guest Experience staff.

Establish and communicate the overall vision and direction for the Guest Experience department culture, SOPs, training, initiatives, and value-led customer service standards.

Stay up to date with relevant laws, regulations , and industry standard methodologies pertaining to accessibility and partner with P&C and/or Legal to identify appropriate accommodations for staff & guests.

Lead or participate in event execution at all key events (pre-event meetings & prep, briefings, be available to check in with staff, monitor staffing deployments and ingress, support staff in service recovery, and ensure a fond farewell) and serve as Leader on Duty as required.

Develop and implement department business plan, OKRs, and subsequent resourcing.

Assess and address operational strengths and challenges to ensure staffing and execution is optimized across many event types.

Create and deliver guest experience training for all PT Rose Quarter employees to ensure all staff are empowered to deliver an exceptional experience in their areas for our guests.

Design secret shop criteria including frequency, execution, and follow up process to ensure continuous feedback and improvement.

Serve as liaison between departments to implement all aspects of the Guest Experience program including a comprehensive training plan for all staff, full-time and part-time staff engagement, and guest feedback and satisfaction tracking in collaboration with Customer Experience.

Optimize relationships with third-party partners Allied Security and ProPark to ensure consistency of service and flawless event execution.

Work alongside Security & Event Management teams to ensure proper staffing for events based on internal and external needs and providing a seamless guest, promoter, and artist experience.

Establish and maintain strong relationships with counterparts across the NBA (National Basketball Association) and in the market.

Support Rose Quarter traffic management planning in collaboration with the Government Affairs team & local agencies.

Prepare, review, and manage operating and event budgets for respective areas to ensure resources, staffing and revenue are increased .

Ensure your teams deliver accurate and timely event estimates and invoices, confirming expenses are appropriate and revenue is being improved .

WE’D LIKE TO HEAR FROM YOU IF YOU HAVE :

Bachelor’s degree in Hospitality Management, Business Administration, Marketing, , or a related field , or equivalent experience.

Excellent communication and interpersonal skills, enabling effective engagement with guests of diverse backgrounds.

Demonstrated leadership prowess and team management capabilities, emphasizing empowerment, motivation, and a culture of constructive feedback.

A profound grasp of customer service principles, driven by a fervor for crafting unforgettable experiences.

Proficiency in analytical problem-solving, adept at interpreting data to inform strategic decisions.

Creative flair and innovative thinking in devising guest experience and parking strategies.

Flexibility and adaptability to navigate evolving circumstances and priorities in a dynamic setting.

Financial foresight and budget management skills, facilitating efficient resource allocation.

Familiarity with sports or entertainment industry trends and best practices in fan engagement.

Dedication to diversity, equity, and inclusion principles, fostering inclusive environments for all.

Exceptional time management and keen attention to detail.

Collaborative attitude , capable of forging strong relationships across functions and with external partners.

Familiarity with organizational tools and technology platforms relevant to guest experience and parking operations, including ticketing systems and CRM software.

WE’D BE THRILLED IF YOU ALSO HAVE:

Previous experience in traffic and parking management or planning.

Prior involvement in sports or entertainment venue operations.

At least 3 years of direct leadership experience in cultivating strong teams with an emphasis on feedback and performance.

Experience in developing strategic plans and delivering training materials across diverse leadership levels and departments.

Ability to thrive in a dynamic, high-profile environment, delivering exceptional customer service to both guests and employees.

Willingness to work evenings and weekends within a hybrid schedule.

Offers of employment are conditional upon the successful results of an individual background check. We consider qualified applicants with criminal histories and review results on an individual basis.

The Portland Trail Blazers at the Rose Quarter embraces diversity and inclusion. We celebrate individual expression and uniqueness on our campus . We do not tolerate harassment or discrimination. We are committed to hiring individuals that reflect the community we serve without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, disability, g enetic information, or other legally protected characteristics . We are an equal opportunity employer .

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

PERKS:

We invest in our employees inside and outside of work. Our benefits package for full-time teammates includes:

Target Salary: $1 15 ,000 annually

Retirement Plan

Paid Maternal & Parental Leave

Wellness Perks

Tuition Reimbursement

Free Parking + Discounted Mass Transit Passes

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