About the Role
The Guest Experience is responsible for leading and delivering a world-class guest experience across all customer segments including General Admission (GA), Premium Hospitality, VIP and VVIP guests throughout the entire customer journey from pre-arrival through post-event engagement. The role acts as the operational owner of the guest experience strategy, guest feedback programme, complaint management process, service recovery framework, guest satisfaction measurement and continuous improvement initiatives. The postholder is accountable for ensuring all guest experience standards are consistently delivered across the stadium and that any service failures are investigated, resolved and converted into measurable operational improvements through effective cross-functional collaboration. Demonstrates an unwavering commitment to creating an environment where every guest, colleague, stakeholder and visitor feels welcomed, respected, safe and valued. Uses guest insight, collaboration and continuous improvement to ensure the venue provides equitable access and exceptional experiences for all audiences, regardless of their background, culture, language, ability or personal circumstances. The successful candidate will create a guest-centric culture that ensures every visitor, from General Admission spectators to VVIP dignitaries, receives a seamless, welcoming and memorable experience. They will transform guest feedback into operational improvements, ensure complaints are resolved effectively, and work collaboratively across all departments to continuously raise guest satisfaction standards while supporting the strategic objectives of the Venue Operations Director and the wider stadium operation.
Responsibilities
Key Responsibilities
Guest Experience Leadership
- Lead the delivery of the stadium Guest Experience Strategy across all events.
- Manage the end-to-end guest journey for:
- General Admission Guests
- Premium Hospitality Guests
- Corporate Clients
- VIP Guests
- VVIP Guests
- Accessible Guests
- Ensure guest experience considerations are embedded into event planning, readiness reviews and operational delivery.
- Develop and maintain guest service standards, operating procedures and service level agreements across all customer touchpoints.
- Act as the venue subject matter expert for customer experience and service recovery.
Customer Journey Management
- Own and continually enhance guest journey mapping across every touchpoint, including:
- Know Before You Go communications
- Arrival and transport experience
- Parking and wayfinding
- Security and screening
- Ticket validation and entry
- Fan zones and activations
- Hospitality and premium areas
- Food and beverage experiences
- Seating bowl experience
- Accessibility services
- Departure and egress
- Post-event engagement and feedback programmes
- Conduct regular journey reviews to identify pain points, service gaps and improvement opportunities.
Guest Feedback & Satisfaction Management
- Own the stadium-wide guest feedback programme.
- Develop mechanisms for collecting guest insights from surveys, digital platforms, kiosks, QR codes, CRM systems and event-day interactions.
- Produce post-event guest experience reports and satisfaction dashboards.
- Monitor guest sentiment, Net Promoter Score (NPS), Customer Satisfaction (CSAT) and experience trends.
- Present findings and recommendations to senior leadership.
- Establish and maintain guest experience KPIs and service standards.
- Drive continuous improvement initiatives based upon guest feedback and operational data.
Complaint Management & Service Recovery
- Lead the stadium Complaint Management and Service Recovery Framework.
- Act as the primary owner of all guest complaints from receipt through final closure.
- Manage complaint investigations and coordinate responses across departments.
- Ensure service recovery actions are completed within agreed service level targets.
- Escalate major and critical incidents to the Venue Operations Director where required.
- Oversee VIP and VVIP complaint resolution processes.
- Ensure root cause analysis is completed for significant guest incidents.
- Track corrective actions and verify implementation.
- Chair post-event lessons learned sessions relating to guest experience failures and service recovery.
Operational Improvement & Corrective Actions
- Develop and maintain a guest experience corrective action register.
- Assign accountable owners and completion deadlines for improvement actions.
- Monitor progress and ensure actions are delivered within agreed timescales.
- Measure effectiveness of implemented improvements.
- Identify recurring issues and lead cross-functional improvement projects.
- Drive a culture of accountability and continuous improvement across venue departments.
Event Day Operations
- Lead the Guest Services operation on event days.
- Manage and support the two Guest Services Leads.
- Oversee deployment of Guest Experience teams, Fan Support Ambassadors and Guest Support personnel.
- Monitor guest experience performance throughout the event.
- Coordinate responses to guest issues, complaints and service requests.
- Act as the senior escalation point for guest-related incidents.
- Liaise with the Venue Operations Director and Event Duty Manager on operational matters impacting guest experience.
Cross-Functional Collaboration
- Work closely with:
- Venue Operations
- Security
- Stewarding
- Ticketing
- Hospitality
- Food & Beverage
- Commercial
- Marketing
- Transport & Mobility
- Medical Services
- Accessibility Services
- VVIP Protocol Teams
- To ensure guest expectations are understood, operationally planned and successfully delivered.
Premium, VIP & VVIP Experience
- Support the planning and delivery of premium hospitality experiences.
- Ensure dedicated guest journeys are designed and delivered for VIP and VVIP guests.
