Guest Experience Supervisor

Job title: Gameday - Guest Experience Supervisor

Work Location: NRG Stadium – Houston, Texas

Division/Department: Guest Experience

Reports to: Guest Experience Coordinator

  ☐ Full-Time

  ☒ Part-Time

  ☐ Exempt

  ☒ Non-Exempt

Essential Job Function:

Interact with guests at Club and LSSE gamedays to ensure the highest level of customer service is being provided to guests. Execute the Track Your Texan program designed to help prevent lost children and assist with the My First Texans Game program.  Oversee other Guest Services Representatives’ activities and schedules during their shift.  

Duties/Responsibilities:

• Provide gameday activity information to guests. ·
• Be knowledgeable about NRG Stadium, the team and all customer service policies.
• Schedule meal and/or rest breaks to assigned Guest Experience Representatives.
• Assist Guest Experience Representatives as needed with any issues and/or questions.
•  Provide exceptional customer service to all guests.
• Assist with Track Your Texan duties including, but not limited to, explaining the program to patrons, managing giveaway items, executing established procedures for reuniting children with parents if lost, communicating feedback on the program to appropriate Guest Experience personnel and collecting and organizing all participant cards from all booths at end of each game.
• Answer all guests’ questions and address issues or challenges that that may arise during gameday.
• Collect data regarding the fan experience from guests through the guest services booths and communicate with Guest Experience personnel with regard to any issues to be resolved.
• Be knowledgeable and proficient with the Houston Texans App to help guests navigate to different programs offered.

• 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 preferred.
• Customer service experience preferred.

• Ability and internal drive to demonstrate a winning attitude and a strong work ethic in the performance of all job responsibilities.
• Effective verbal, written and interpersonal communications.
• Possess excellent attention to detail.
• High level of customer service skills.
• 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.
• Attendance is required for all Club home games and encouraged for all LSSE games at NRG Stadium.

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.