Quality Assurance Representative

Job title: Gameday – Quality Assurance Representative

Work Location: NRG Stadium – Houston, Texas

Division/Department: Fan Operations and Event Services

Reports to: Guest Experience Coordinator

  ☐ Full-Time

  ☒ Part-Time

  ☐ Exempt

  ☒ Non-Exempt

Essential Job Function:

•           Complete various “secret shopping” assignments by observing various areas in and around Stadium premises.

•           Interact with guests prior to, during and after ten (10) Houston Texans (“Club”) home games and five (5) LSSE events to ensure the highest level of customer service is being provided to guests.

Duties/Responsibilities:

• Increase brand knowledge while aligning with the Houston Texans mission and values, fan code of conduct, and NFL Best Practices.
• Monitor different interior and exterior areas of the Stadium to make note of general operational concerns to be called to the attention of management.
• Collect data regarding fan experience from guests through fan intercept surveys.
• Collect data regarding the fan experience by timing concession and security lines, checking restrooms for cleanliness and reporting any maintenance issues.
• Assist with any fan behavior related calls and texts.
• Communicate with Guest Experience leadership regarding findings.
• Take photos of areas meeting and/or not meeting Club standards.
• Provide gameday activity information to guests when opportunity arises.
• Take ownership in resolving and following through on all service issues noted.
• Attendance is required at all ten (10) Texan’s home games, including play-offs, and five (5) LSSE events, at NRG Stadium.
• Job requires walking around and standing for prolonged periods of time in various Club premises in and around NRG Stadium and NRG Park, as may be assigned.

• Perform various other tasks that may be assigned from time to time by Guest Experience Management Team.
• Subject to reasonable accommodations, position requires routine face-to-face personal interaction with other Club personnel; therefore, job responsibilities must be physically performed in the Club offices and not in a telecommuting manner.

Education and/or Work Experience Requirements:

• High School Diploma required.
• Customer service experience preferred.

• Effective verbal, written and interpersonal communications.
• Possess excellent attention to detail.
• Hospitality driven.
• High level of customer service skills.
• Ability and internal drive to demonstrate a winning attitude and a strong work ethic in the performance of all job responsibilities.

Physical Requirements:

• Occasional travel related to job duties and responsibilities.

• Must be able to lift and carry up to 10 lbs.
• Must be able to talk, stand, walk, sit, drive, bend, squat, climb, twist and reach as necessary.