The Director, Guest Experience is responsible for ensuring that all guests and team members receive world class service when visiting Huntington Bank Field. The Director oversees the day-to-day and event operations of the Guest Experience department ensuring the safety and comfort for all through strong training programs, policies, and procedures.

Essential Duties & Responsibilities
GUEST EXPERIENCE:

• Provide world class service to all guests visiting Huntington Bank Field.
• Monitor all channels of guest communication (email, telephone, in-person, guest survey, and social media). Identify trends and operational improvements.
• Receive guest feedback in person, via phone and email as necessary and respond appropriately.
• Provide recap reports regarding information requests, guest concerns and resolutions.
• Utilize guest service best practices to investigate and recover service concerns.