Manager, Guest Services

Join the Team. Kansas City Current is home to the best-in-class training facility and the first stadium built for a women’s sport team. benefits, and employee resources and networking. Who Are We Hiring? experiences across all event-day operations. What Will You Do? Event Day LeadershipLead the full Guest Services operation for all events, including oversight of part-time and event-day Guest Services staff. Ensure flawless delivery of guest experience functions from ingress to egress, including:Gate operationsVertical transportationSeating bowl supportVIP and premium movementsMake real-time operational decisions that keep event day running smoothly—adjust staffing, reposition team members, resolve issues, and reinforce service standards. Maintain clear, timely communication with Guest Services Leads/Captains and Stadium Operations Control. Collaborate with internal partners to celebrate and recognize Guest Services team members, building a positive, memorable work environment. Work closely with the Guest Services Coordinator to design and deliver event-day briefings, resources, communications, and operational updates. Guest Services OperationsLead the Guest Services department, including full-time staff, part-time team members, and all event-day service personnel. Build staffing plans, cost projections, and operational workflows for all major stadium events. Manage the Guest Services budget and oversee department-wide financial stewardship. Oversee all guest feedback channels—including Guest Experience booths—and ensure every comment, concern, or suggestion receives timely, professional follow-up with the appropriate stadium departments or partners. Develop and manage the communication strategy for all Guest Services team members, ensuring alignment, clarity, and consistency. Oversee the CPKC Stadium Tour Program in partnership with Ticketing and Events. Implement guest experience audits and mystery shop programs, using insights to coach teams and elevate service. Track and analyze guest feedback trends to improve processes, enhance efficiency, and drive continuous improvement. Manage all core Guest Services programs, including:ADA servicesLost and foundSurprise and delightGuest recoverySupport additional initiatives assigned by the Vice President, Venue Operations and Director, Event Management. Collaborate with Human Resources and Legal to develop and drive recruitment, hiring, and training for Guest Services. What do you need to succeedMust have a proven track record with building and maintaining a successful culture. Proficient in Microsoft Word, Excel, PowerPoint, and Outlook. Bachelor's degree in Sports Management or Hospitality (preferred). skills required. Perform other related tasks or projects as assigned. Special requirements of the Job:Must be able to work a flexible schedule, inclusive of weekends, nights (event evenings & overnight operation shifts) and holidays. Ability to monitor company communications and respond to time-sensitive matters with senior executives. Must be able to stand, walk, and move around the venue for extended periods of time, often during events or facility setup and breakdown. Ability to lift and carry up to 50 pounds as needed for event setup, equipment management, or assisting with operational needs. Requires occasional bending, squatting, and reaching overhead to handle various tasks related to facility management, equipment, and event preparation. Must be capable of working in physically demanding environments, including navigating stairs, ramps, and elevated platforms during venue conversions. Ability to work outdoors continuously for extended periods of time in all weather conditions We value diversity and seek world-class employees of all backgrounds. We are an Equal Opportunity Employer and provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, sexual and reproductive health choices, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law mandates, we comply with all applicable state and local laws governing nondiscrimination in all locations and will consider requests for reasonable accommodations as required.