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San Francisco Giants · 3 weeks ago

Guest Services Director

Oracle Park, SF

Full-time

Onsite

Director/Executive

$110K/yr - $120K/yr

7+ years exp

The San Francisco Giants are dedicated to enriching the community through innovation and excellence in Major League Baseball. The Director of Guest Services provides strategic and operational leadership for guest experience functions, ensuring exceptional service and operational efficiency at events.

Sports

Culture & Values

Responsibilities

Develop, implement, and maintain departmental SOPs, operational checklists, and event-day service standards

Design and oversee the seasonal staffing model, including hiring strategy, onboarding, and all training and development programs

Support and advance team member engagement initiatives through recognition programs, feedback collection, and cross-department collaboration

Manage staffing levels, scheduling strategy, payroll and budget utilization, and long-term resource planning

Lead operational planning for all baseball games, concerts, and special events, ensuring alignment with venue-wide objectives

Provide event-day leadership by overseeing managers and supervisors to ensure smooth operations and rapid issue resolution

Analyze guest feedback, incident data, and operational performance metrics; recommend and implement service and operational enhancements

Oversee and personally engage in the resolution of escalated guest concerns, ensuring timely, professional communication across phone, email, and in-person interactions

Ensure full compliance with ADA requirements, league policies, organizational safety standards, and state/federal labor laws

Collaborate with internal departments to develop ingress/egress plans, premium experience programs, guest communication strategies, and partnership or sponsorship activations

Qualification

Guest services experienceEvent managementStaff trainingPerformance managementConflict resolutionCommunication skillsTeam leadershipAccessibility standardsSafety protocolsProblem-solving skillsCollaboration