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Title

Manager, Guest Experience & Game Day Training 

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Description

Job Summary

This position is responsible for coordinating activities, personnel, and personnel related matters associated with the Seasonal employees in the following enumerated divisions: Guest Experience and PNC Park Tours. This employee will assist in preparing and conducting training sessions for all Seasonal employees, including those within the Pirates organization and seasonal employees’ of the Pirates’ partners. The Manager, Guest Experience Game Day Training will respond to guests’ feedback on behalf of the Club. The Manager, Guest Experience & Game Day Training will be a care taker of the Pirates Vision and Values and will be proactive in seeking out ways to exemplify them in his/her day-to-day work.

Job Responsibilities

Primary:

  1. Coordinate the hiring, scheduling and management of all Seasonal, Guest Experience and Tour Guide employees.
  2. Coordinate and conduct training sessions for all Seasonal employees working at PNC Park, including persons employed by the Pirates organization and the Club’s vendor partners, inclusive of retail, cleaning and concessionaire(s).
  3. Manage the scheduling system and hours worked for all Seasonal Guest Experience and Tour Guides.
  4. Coordinate the set-up and facilitation of the Employee Incentive Programs for all Seasonal employees working at PNC Park, including persons employed by the Pirates organization and the Club’s vendor partners, inclusive of retail, cleaning and concessionaire(s).
  5. Develop and manage policies and procedures for the Guest Experience and Tour Guide.
  6. Provide onboarding training Guest Experience employees.
  7. Assist the Director, Guest Experience, in facilitating the knowledge sharing of information from various departments to provide real-time updates to members of the Guest Relations, Tours and Guest Experience teams.
  8. Assist in problem-solving and address guest complaints not resolved by game day Guest Experience Representative, consistent with the Club’s policies and procedures.
  9. Coordinate, update and ensure the accuracy and consistency with other customer-facing information guides (e.g., Pirates’ website) of the PNC Park "A to Z Guide", "Map & Concessions Directory" and Access and Parking Brochure.
  10. Develop and maintain information audit practices to ensure accuracy of information provided to Guest Experience, Tours and Guest Experience Representatives.
  11. Assist in the development and maintenance of web-based knowledge sharing resources for the Guest Experience Department.
  12. Assist in managing the Guest Experience Department to the budget and review and code invoices for review by the Director, Guest Experience.
  13. All other duties as assigned by the Director, Guest Experience.

Secondary:

  1. Coordinate and orchestrate annual Employee Bash and Supervisor Party.
  2. Coordinate the ordering of all Guest Experience and Event Staff uniforms.
 
Position Requirements

Required:

  1. Bachelor's Degree in Sports Management, Business Administration, Communications or equivalent.
  2. Minimum of 2 years’ supervisory experience.
  3. Minimum of 3 years Customer Service experience.
  4. Minimum of 1 year group training or presentation experience.
  5. Proficiency in Microsoft Office Applications (Word, Excel, Outlook, PowerPoint).

Desired:

  1. Knowledge of Scheduling Software.
  2. Prior experience working for a professional sports team in customer service, park operations, or ticket sales and servicing.
  3. Three (3) years group training or presentation experience.
  4. Experience with ticket sales technologies and/or CRM systems.
  5. T.E.A.M Certified Trainer.
 
Location Pittsburgh, PA  
Full-Time/Part-Time Full-Time  
Shift Various Shifts  

This position is currently not accepting applications.

To search for an open position, please go to http://PittsburghPirates.appone.com



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