Guest Excellence Manager, American Family Field

The opportunity

Delaware Sportservice is hiring a full-time Guest Excellence Coordinator to join our team at American Family Field in Milwaukee, WisconsinAs a Guest Excellence Coordinator, you will be responsible for assisting guests who are using our new self-service kiosks on event days

If you thrive in a dynamic, high-energy environment and are committed to raising the bar for sports and entertainment hospitality, we invite you to apply.

Pay

Information on our comprehensive benefits package can be found at https://careers.delawarenorth.com/whatweoffer.

What we offer

We care about our team member’s personal and professional well-being. Delaware North provides a benefits package designed to give you the comfort, safety, and security you need to deliver exceptional experiences for our guests. All team members receive benefits including:

• Weekly pay
• Employee assistance program 
• Training and development opportunities
• Employee discounts
• Flexible work schedules

Eligible team members may also receive: health, dental, and vision insurance, 401(k) with company match, paid vacation days and holidays, paid parental bonding leave, and tuition and/or professional certification reimbursement.

What will you do?

• Coordinate all guest experience functions with managers and supervisors.
• Schedule, coordinate, and order supplies for all customer experience programs and service recovery seminars.
• Engage managers daily on the primary unit goals to maintain positive client and internal guest relationships.
• Maintain positive client and internal/external guest relations; respond, investigate, and follow through on client and/or internal and external guest complaints.
• Deliver training on the guest experience programs to managers and seasonal staff. Develop new approaches for training to standards, observations, training to gaps, rewards, and recognition—ensuring the highest possible quality of internal and external guest service.
• Develop a reward and recognition program.
• Engage managers with the goals of the property to maintain client and guest relationships.
• Assist in ensuring all associates adhere to company standards, policies, and procedures.
• Be organized and manage a plan with administrative skills.
• Perform all other duties as assigned.

More about you

• Minimum of three years of supervisory experience in food and beverage operations. Previous food industry, hospitality, or retail-related experience required.
• Training experience preferred.
• Excellent verbal, written, communication, and supervisory skills with the ability to motivate, ensure consistency, and make decisions.
• Must be available for American Family Field events—nights, days, weekends, and holidays.
• Must be able to give constructive and positive feedback.
• Must be able to communicate effectively with all levels of management.
• Must be a self-starter, self-motivated, and proactive.
• Must be able to effectively coach, train to gaps, and follow up on associate behavior/performance.
• Must be a creative, innovative, progressive, and insightful candidate.
• Must be proficient with Microsoft Office (Excel, Word, and PowerPoint).

Physical requirements

• Ability to lift up to 50 pounds.
• Standing, walking, and sitting.
• Subject to various weather conditions including snow, rain, extreme heat, or cold, depending on the season.
• May be required to work in confined or narrow spaces.

Shift details

Days
Evenings
Holidays
Weekends

Who we are

Delaware North operates concessions and premium dining services at the 41,900-seat American Family Field, home of the Milwaukee Brewers since 1970. We manage concession outlets, suites, all-inclusive areas and clubs at the stadium. We also operate J. Leinenkugel's Barrel Yard Brewery, Bar, and Restaurant. The culinary team partners with many local vendors to infuse Milwaukee staples into the food and beverage offerings.

Our business is all about people, and that includes you. At Delaware North, you’re not just part of a team — you’re part of a global legacy: a family-owned company with 100+ years of history behind it. Our operations span the world, offering you unique paths to growth and success.

Who says you can’t love where you work? With jobs in iconic sports arenas, stunning national parks, exciting casinos, and more, we pride ourselves on giving the world great times in great places. And whether you’re interested in restaurants, hotels, sports, gaming, operations, or retail, part-time or full-time, we’re invested in helping you achieve your career goals.

Together, we’re shaping the future of hospitality — come grow with us!

Delaware North, along with its subsidiaries, is an equal opportunity employer, showcasing job opportunities and considering applicants for all positions without regard to race, color, religion, sex, gender identity, national origin, age, disability, protected veteran status, sexual orientation, or any other legally protected status.