Manager, Guest Services - Experience

Silver Spring, MD, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Day Shifts

Weekend Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

401(k) Plan

Employee Discounts

Professional development opportunities

Game and event tickets

Job Description

The Washington Commanders are a professional American football team based in the Washington metropolitan area, competing in the National Football League (NFL). Known for their rich history and passionate fan base, the Commanders operate within a highly dynamic sports and entertainment environment. The organization is committed to delivering exceptional experiences to fans, guests, and employees alike through top-tier operations, innovative guest services, and community engagement. The team prioritizes excellence, teamwork, and continuous development, making it a sought-after employer within the sports management and hospitality sectors. This is a full-time leadership opportunity emphasizing operational excellence and employee engagement with a competitive compensation structure reflective of the professional sports industry.

The Manager, Guest Services - Experience, is a pivotal role within the Washington Commanders' Guest Experience team. Reporting directly to the Director of Guest Experience, this position is responsible for overseeing the development and execution of the Guest Services program, which includes managing multiple gameday teams and directly supervising a Coordinator. This leadership role demands a high-energy, quick-thinking individual who excels in a fast-paced, high-stakes environment and has the ability to balance culture-building with hands-on operational leadership.

In this role, the Manager will play a critical part in coaching, training, and developing staff, ensuring that every stadium event runs smoothly and that guests receive the highest level of service. They will maintain operational excellence by upholding stadium policies around service, safety, and security, while also cultivating a positive employee experience through impactful recognition and engagement programs. The Manager serves as a key liaison between gameday staff, internal departments, and external partners, ensuring clear communication, alignment, and consistency across all touchpoints.

This role requires someone proactive in managing teams, driving service recovery efforts, and delivering exceptional guest interactions. Additionally, the Manager will be responsible for overseeing communication materials, managing the stadium tour program, and leading cross-functional initiatives that support employee recognition and incentive programs. With a strong emphasis on leadership and operational discipline, the Manager will help support the Commanders' standards and core values, ensuring both guests and employees feel valued and represented. Candidates who thrive as positive brand ambassadors with excellent interpersonal and problem-solving skills will find this role rewarding and impactful within a leading NFL organization.

Job Requirements

Must be 18 years or older
Bachelor’s degree in sports management, hospitality, business, or equivalent
Minimum 2+ years of experience managing hospitality teams, training/development, and guest experience operations
Strong leadership and team-building skills with the ability to motivate and manage a diverse staff
Solid understanding of customer service principles, policies, and procedures
Effective verbal and written communication skills
Creative, resourceful, and strong problem-solving abilities
Ability to manage multiple priorities in a fast-paced environment with frequent interruptions and tight deadlines, including weekends and holidays
Ability to stand for long periods, walk long distances, and climb stairs as required
Excellent interpersonal skills to interact with ownership, VIPs, gameday staff, and clients both inside and outside the organization

Job Qualifications

Bachelor’s degree in sports management, hospitality, business, or equivalent
Minimum 2+ years of experience managing hospitality teams, training/development, and guest experience operations
Strong leadership and team-building skills with the ability to motivate and manage a diverse staff
Solid understanding of customer service principles, policies, and procedures
Effective verbal and written communication skills
Creative, resourceful, and strong problem-solving abilities
Excellent interpersonal skills to interact with ownership, VIPs, gameday staff, and clients both inside and outside the organization

Job Duties

Directly manage and supervise Guest Services gameday supervisors and assigned teams of gameday staff
Own and manage gameday staff performance, including corrective action, coaching, and recognition
Develop and enforce stadium policies and procedures related to service, safety, and security
Maintain a strong leadership presence and ensure teams are properly staffed during all stadium events
Oversee the full employee experience on gameday, including check-in, meals, security processes, giveaways, and related duties
Prepare and distribute all gameday/event communications, including flyers, emails, and Production Notes
Lead Service Recovery efforts during games and events
Oversee nine Guest Services gameday teams, including premium, hospitality, and employee check-in teams
Partner with the Director, Guest Experience and Manager, Guest Services - Operations to develop, enhance, and deliver training programs for all staff
Update Guest Services policies, procedures, and Playbooks
Own and manage employee recognition, incentive programs, and staff events
Lead the Service Recovery program, including guest outreach, make-goods, and coordination with security
Ensure flawless execution of all guest experience and employee engagement activations
Demonstrate and uphold the Commanders’ Standards and Core Values for both employees and guests
Serve as a positive brand ambassador at all times
Manage the Stadium Tour program and associated staffing
Oversee all communication with external partners related to gameday/event information and employee updates
Collaborate with external partners on employee experience and engagement initiatives
Lead cross-functional initiatives related to employee recognition and incentive programs
Provide post-game and post-event recaps and reports to the Director, Guest Experience