The Guest Services & Security Manager will be responsible for delivering a welcoming, helpful, and safe experience for all guests at Lynn Family Stadium. This role will implement and maintain guest services and safety protocols & procedures across the organization. This position reports to the General Manager of Facilities & Events.
Must be willing to work nights, weekends, and some holidays as necessary, in addition to regular business hours. This is a full-time position located in Louisville, KY with a competitive salary and benefits.
DUTIES & RESPONSIBILITIES:
Guest Services:
- Hire, train, and manage all seasonal Guest Service employees.
- Oversees all guest service activities at Lynn Family Stadium to provide excellent customer service to internal and external guests.
- Provide training to the stadium's security vendor to ensure the operation and gameday needs are met.
- Create, review, and submit staffing plans, cost estimates, and invoices for the venue’s security, janitorial, and other third-party vendors.
- Coordinate with events and operations to understand staffing requirements and needs for each event and serve as a communication branch to vendors.
- Development and ongoing measurement of service-related Key Performance Indicators
- Work with Ticket Operations, Security, Partnership, and Marketing to coordinate logistics surrounding guest interactions, giveaways, and experiences.
- Oversee stadium Lost & Found procedures.
Security:
- Promote a safe and friendly environment for all Guests by identifying and reporting inappropriate behavior, safety risks, and medical situations.
- Enforce all building policies and procedures to ensure a safe environment for all guests. Identify areas of improvement surrounding guest experience, and staff engagement.
- Review, document, and update the Emergency Action Plan procedures including emergency evacuation, shelter-in-place, lockdown, and weather-related safety training and exercises.
- Record all incident and security reports on Stadium property, including medical or safety incidents, according to venue-specific guidelines.
- Responsible for completing required OSHA forms and training, including OSHA 300 reporting.
- Create and administer training and workshops to educate staff on building safety, use of equipment, best practices, and fan engagement.
- Assist in ensuring safety and security policies and procedures remain consistent with the USL, NWSL, and all applicable federal, state, and local laws.
- Other duties as assigned.
QUALIFICATIONS:
- 4-year degree from an accredited college or university or an equivalent combination of education and experience.
- Minimum of 3 years in customer service management and/or operations.
- Minimum of 1 year of event staffing/planning experience.
- Experience working in sports, entertainment, or corporate organizations preferred.
- Able to supervise internal and contracted (external) vendors and staff members.
- Ability to meet the schedule requirements of the position.
- Demonstrated ability to work within a team environment across all levels of the organization and with a diverse workforce.
- Demonstrated passion to deliver a high level of service to internal and external clients.
- Excellent communication skills both oral and written.
- Strong PC skills (Word, Excel, Outlook, PowerPoint) and working knowledge of Adobe Creative Suite.
- Must have a valid driver's license.
- Successful completion of a pre-employment comprehensive background check.
- Must be legally authorized or able to obtain authorization to work in the U.S.
PHYSICAL DEMANDS:
Must be able to walk significant distances, including up and down stairs, as required throughout the venue, as well as stand, sit, walk, bend, kneel, climb, grasp, stretch, stoop, and reach above head in conjunction with tasks.
Must be able to work in moderate to very loud environments.
Ability and willingness to work in all types of adverse weather conditions (i.e., heat, rain, cold, snow, wind).
SCHEDULE:
This is a full-time position that will require regular working non-standard hours including weekends, evenings, and holidays, in addition to regular business hours.
BENEFITS:
This role offers a competitive salary and benefits including health, dental, and vision insurance, disability, life insurance, and 401(k) retirement plan with employer match. Additional benefits include paid time off, paid holidays, discounted tickets, and discounts on team merchandise.
ABOUT OUR CLUB:
Soccer Holdings, LLC., is the parent company of professional soccer clubs Louisville City FC (USL Championship) and Racing Louisville FC (NWSL). Both teams call Lynn Family Stadium in the Butchertown neighborhood home and operate out of the nearby Lynn Family Sports Vision & Training Center. Louisville City launched in 2015 and quickly established a winning tradition, claiming USL titles in 2017 and 2018. Racing Louisville FC joined the NWSL as an expansion member in 2021, bringing top-tier professional sports back to Kentucky for the first time in nearly 50 years.
The information in this job description is not exhaustive of all the duties and responsibilities, nor is it intended to be an all-inclusive list of the skills and abilities required to do the job. At the discretion of management, duties, and responsibilities may change due to reasonable accommodation or other reasons at any time.
Soccer Holdings, LLC is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, class, religion, country of origin, political belief, disability, age, gender identity, sexual orientation, protected veteran status, or any factor protected by law.
