Job Posting - Director, Guest Relations

The Director of Guest Relations is responsible for answering to the Guest Relations department’s mission statement and vision statement:

GUEST RELATIONS MISSION STATEMENT:
Create repeat Guests profitability

GUEST RELATIONS VISION STATEMENT:
Be the most fan-centric organization in professional sports

This responsibility is accomplished by building upon our culture of Guest Care that permeates throughout the entire organization from top to bottom. The organization’s Guest Care culture is fueled by the desire to achieve and sustain a higher standard in everything we do when it comes to each and every interaction with our Guests.

Essential Duties and Responsibilities:
• Support a vibrant Guest Care culture by rallying together a coalition of key-stakeholders, to include franchise employees, as well as all of the organization’s business alliance partners and their personnel
• Foster an Educate – Evaluate – Congratulate philosophy that accomplishes the following
-Train stakeholders on the fundamentals of the organization’s service values
-Research the effectiveness of the organization’s Guest Care culture
-Recognize stakeholders for modeling fan-centric behavior
• Establish highly effective working partnerships with the franchise’s business alliance partners, to include venue management, food & beverage, housekeeping, security, merchandising, parking, etc.
• Build and deliver effective Guest Care trainings to stakeholders throughout the year
• Serve as the primary contact for the Guest Relations department during all home games
• Supervise the work and performance of the Guest Relations department
• Oversee the management execution of the departmental budget and business plan
• Demonstrate in all aspects of job performance a service oriented attitude along with outstanding Guest Care service skills
• Participate actively in Toastmasters International
• Maintain good attendance and punctuality
• Other duties as assigned

Qualifications and Requirements:
• 10+ years of customer service experience and/or human resources experience in a managerial capacity in a hospitality‐oriented business
• 5+ years of experience creating and teaching/delivering effective employee training programs, preferably in the area of customer service
• Comfortable at speaking in front of audiences ranging from less than 25 to 100+ people
• Genuinely passionate about caring for staff and Guests
• Clear and concise communication skills, both oral and written
• Proven professional, tactful and diplomatic communication style
• Ability to manage multiple priorities and compressed deadlines
• Capacity to think quickly, problem solve and make sound business decisions
• Experience with budget development and oversight
• Work an event driven schedule including weekend, evening and some holiday hours
• Bachelor’s degree required

This is a full-time, exempt position reporting to the Senior Vice President of Guest Relations

Qualified candidates should send a resume and cover letter detailing interest to:
Human Resources
Oklahoma City Thunder
208 Thunder Drive
Oklahoma City, OK 73102
Fax: (405) 208-4777
E-mail: employment@thunder-nba.com
Please reference the Job Title in your correspondence.


*The Professional Basketball Club, LLC is an Equal Opportunity Employer*