Director, Guest Experience
Group 1001

Job Info

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Group 1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can-do culture. Group1001's culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes. This goal extends to how we hire and onboard our most valuable assets - our employees.

Group 1001, and its affiliated companies, is strongly committed to providing a supportive work environment where employee differences are valued. Diversity is an essential ingredient in making Group 1001 a welcoming place to work and is fundamental in building a high-performance team. Diversity embodies all the differences that make us unique individuals. All employees share the responsibility for maintaining a workplace culture of dignity, respect, understanding and appreciation of individual and group differences.

Group 1001 seeks a dynamic and experienced individual to join our Sponsorships & Activation team as the Director of Guest Experience.

This individual will be responsible for overseeing all touchpoints for Group 1001's guest hospitality program within the sports sponsorship portfolio, ensuring exceptional experiences for all invited VIP attendees. You will lead a team dedicated to providing unparalleled service and creating memorable moments for every guest. Position reports to the Chief of Sponsorship Strategy and Activation.

Responsibilities include, but are not limited to:

• Develop and implement strategies to ensure a best-in-class guest experience for company's VIP guests, as well as the company's CEO as needed.
• Oversee the guest services team, including hiring, training, and performance management.
• As needed, manage relationships with external vendors assisting with the guest experience (i.e. agencies, caterers, transportation companies, etc.)
• Spearhead all guest communication preceding, during and following the event.
• Develop menus and gifting options for events as required.
• Plan and attend Special Events to ensure client satisfaction and build event summaries, capture client feedback, and account for any issues encountered during the event, etc.
• Collaborate with other internal departments to ensure seamless guest experiences across all touchpoints.
• Manage guest inquiries and resolve any issues or complaints in a timely and professional manner.
• Stay updated on industry trends and best practices in hospitality and guest services.
• Develop and manage budgets for guest services operations.
• Foster a positive and inclusive work environment that encourages teamwork and collaboration.
• Travel: 25%, including weekends, sometimes on short notice

Qualifications:

• Proven experience in a similar role within the hospitality industry, with a strong background in guest services.
• Minimum 10+ years' experience, leading a team preferred; direct experience with hospitality related to sporting events is a significant plus.
• Bachelor's degree in hospitality management, Business Administration, or related field preferred.
• Excellent leadership and communication skills.
• Highly self-motivated with an unparalleled work ethic.
• Ability to multitask and prioritize in a fast-paced environment.
• Detail-oriented and organized with outstanding communication skills.
• Strong problem-solving abilities and a customer-first, "whatever it takes," mindset.
• Proficiency in relevant software and technology platforms.
• Excellent relationship building and interpersonal skills, with the ability to interact comfortably and effectively with both internal and external clients at all levels of the applicable organizations.
• Knowledge of safety and security protocols in a hospitality setting.
• Flexibility to work evenings, weekends, and holidays as needed.

Sports Sponsorship Portfolio (including but not limited to):

• Indiana Pacers and Fever
• Indianapolis Colts
• Indianapolis 500
• Miami Grand Prix (Formula 1 Race)
• Andretti Autosport (IndyCar)
• Spire Motorsport and Rev Racing (NASCAR)
• The Annika by Gainbridge (LPGA)
• The Billie Jean King Cup (International Tennis Federation)

If you are passionate about providing exceptional hospitality experiences and leading a team to success, we encourage you to apply for this exciting opportunity.

Benefits Highlights:

Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001's benefits package. Employees (and their families) are eligible to participate in the Company's comprehensive health, dental, and vision insurance plan options. Employees are also eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability, and to enroll in the Company's Employee Assistance Program and other wellness initiatives. Employees may also participate in the Company's 401K plan, with matching contributions by the Company.

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