Director, Guest Services

Company Background

The Houston Dynamo Football Club (HDFC) is a multi-faceted organization dedicated to inspiring and supporting soccer participation and growth in Houston, TX and beyond. The Club’s brands include men's and women's professional teams - the Houston Dynamo (MLS) and Houston Dash (NWSL), a development academy, Houston Dynamo Dash Charities, as well as Shell Energy Stadium and Houston Sports Park.

The Club has a rich history, including MLS Cup titles (2006, 2007) and in-season tournament championships for both the Dynamo (2018) (2023) and Dash (2020) and is focused on building toward the next championships, inspiring and uniting the city of Houston through the sport of soccer and community outreach, and creating the most inclusive sporting experience and diverse fan base in the city and state.

PURPOSE OF THE JOB

The Director, Guest Services, is responsible for providing best-in-class experience for all fans, guests and visitors attending events at Shell Stadium. This role will focus on partnering with other stadium operations teams to create a dynamic environment and ensuring that every interaction aligns with the team’s brand and commitment to fan satisfaction. This role requires maintaining an exceptional customer rating and experience, strong leadership, communication, and problem-solving skills.

Duties And Responsibilities

• Foster a welcoming and inclusive environment that promotes fan loyalty and enhances the overall game-day experience.
• Collaborate with operations, marketing, security, and other departments to ensure seamless event day execution.
• Develop and implement service protocols, training programs, and policies to enhance guests' experience.
• Manage and lead the Coordinator, Guest Experience, while leading the part-time guest service representatives (approximately 150 seasonal personnel) to ensure a high level of customer service delivery - including operating within policy and adhering to all guest services procedures.
• Using data and research, continuously and strategically identify key drivers of guest and fan satisfaction.
• Address guest inquiries, concerns, and feedback promptly, turning challenges into positive outcomes.
• Oversee ADA and accessibility services, including contributing to the development of collateral materials and communication of accommodations and transportation options.
• Identify trends and opportunities to enhance guest experience and assist in the development and lead the execution of improvement programs.
• Other duties as assigned.
  
  

Qualification Requirements

• Bachelor’s degree in Hospitality, Business, Sports Management, or related field.
• 5 years of experience in large venue event management and guest services, preferably with sports teams, concerts, and other live entertainment events – Required
• 3 years in a managerial role
  
  

Knowledge, Skills, Abilities, And Other Attributes

• Must be highly organized, resourceful, quick learner and able to handle multiple projects simultaneously.
• Ability to work well with different personalities in a fast-paced environment and constant deadlines.
• Must have passion and ability to deliver a high level of service to internal and external clients
• Ability to be creative and seek proactive solutions to problems and situations before and/or after they arise with minimal supervision.
• Ability to manage highly stressful and volatile situations, including arguments, fights, and medical emergencies
• Ability to work non-standard hours, including evenings, weekends, and holidays as needed
• Knowledge of Microsoft Suite
• Hospitality, Guest Services or Disney Institute Certification; preferred
• Maintains Organizational Core Competencies.
  
  

ORGANIZATIONAL CORE COMPETENCIES

• Accountable – Holds themselves (and when appropriate others) accountable for achieving goals and objectives.
• Collaborative – Works collaboratively with others to achieve organizational outcomes.
• Progressive – Open minded, accepting, creative, and innovative in approach.
• Values Driven – Being ethical in decision making and operating with professional integrity.
• Agile – Achieves personal and organizational success within a changing, dynamic and complex environment. Ability to handle ambiguity.
  
  

Additional Competencies For Leadership

• Strategic – Leads opportunity and is committed to continuous improvement aligned with the organizational vision and direction.
• Resilient – Demonstrates personal resilience within a demanding environment of high expectations.
• Enabling – Drives excellence through valuing and developing others.
• Business Acumen – Superior ability to understand and effectively navigate area of responsibility and various business scenarios.
• Good Judgment – Strong critical thinking skills and ability to exercise discretion and good judgement.
  
  

Diverse candidates of all backgrounds are welcome, and the Club seeks individuals passionate about sport, inspiring the city and devoted to the organization's growth. While duties and responsibilities vary across positions, we are seeking individuals who are accountable, collaborative, progressive, agile and ethical/values driven.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.