Manager of Guest Services

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

JOB SUMMARY: 
The Texas Rangers are hiring a Manager of Guest Services to join our team! This role leads the Texas Rangers Baseball Club’s Guest Services Department, consisting of event staff and full-time members. Ensuring the delivery on our common purpose of using Texas Hospitality to create lasting memories for each guest visiting Globe Life Field and Choctaw Stadium is paramount. The Manager of Guest Services assists in the hiring, training, and deployment coordination of the Guest Services staff and provides vision, leadership, and direction in all aspects related to the Guest Services Department.

ESSENTIAL FUNCTIONS OF POSITION INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:

• Serve as leader for the Guest Services Department staff, consisting of over 400 Event Staff members by delivering on our organization’s service standards of Project Lonestar through hiring, training, and performance feedback.

• Serves as “Department Lead on Duty” during events by preparing event day information, leading pre-shift meetings, and being the primary Guest Services point of contact for events. 

• Manage scheduler who is responsible for scheduling event staff at Globe Life Field and Choctaw Stadium. 

• Respond proactively and professionally to guest inquiries and concerns.

• Oversees the Guest Services Supervisor Team, including conducting end-of-season staff evaluations.

• Partner with REV Entertainment to ensure coordination of event operations and staffing.  (i.e., concerts and private events at Globe Life Field and Choctaw Stadium)

• Represent the Guest Services Department at both internal and external meetings.

• Lead and develop Full-Time Guest Service coordinators.

• Manage department payroll for all Guest Services event staff and full-time staff. 

• Partner with Human Resources Department to facilitate efficient hiring, onboarding and training initiatives for Guest Services staff members.

• Assist with the planning and execution of staff appreciation events.

• Point of contact for all accessibility services at Globe Life Field and Choctaw Stadium.

• Assist with preparation of the Guest Services Department annual budget process.

• Other duties as assigned.

PREFERRED QUALIFICATIONS:

• Bachelor’s degree, with concentration in sports/entertainment venue operations.  Equivalent, relevant work experience may be considered in lieu of formal education.

• Experience in managing an external staffing service agreement/contract.

• Minimum three (3) years management experience in sports/entertainment venue operations.

REQUIRED QUALIFICATIONS:

• Experience in managing large event staffing models. 

• Proficient computer skills including MS Office Suite (Word, Excel, PowerPoint, Outlook, CRM, Tableau, Scheduling Software, etc.) 

• Ability to work with a diverse population in a collaborative, respectful manner with a high degree of integrity, professionalism, and accountability.

• Excellent written, verbal skills as well as public speaking and presentation skills.

• Excellent organizational and time management skills; proven ability to handle a high volume of detailed work and ability to multitask and prioritize projects.

• Able to research and innovate as it relates to guest experience best practices.

• Able to work flexible hours, including evenings, weekends, and holidays.

• Familiarity with the Americans with Disabilities Act (ADA) as well as best practices involving ADA. 

The above statements are intended to describe the general nature and level of work being performed by this position.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required. 

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!