Manager, Guest Services

Established in 2007, the Chicago Stars were a founding member of the former Women’s Professional Soccer and later became one of the original eight teams to form the National Women’s Soccer League in 2013. They are the longest continuously operating professional women’s soccer team in the United States. The Chicago Stars have made the playoffs in seven consecutive years, from 2015-2021, while also competing in three championship matches in as many years, including the 2019 and 2021 NWSL Championships and the 2020 Challenge Cup Championship.

At Chicago Stars FC, we believe in the power of community. Our mission extends beyond the pitch as we strive to make a positive impact in the lives of our fans, players, and local organizations. With our partners, including Wintrust, we are committed to fostering connections, promoting inclusivity, and empowering individuals through the beautiful game of soccer.

We strive to support a diverse community where everyone feels valued, inspired, and empowered.

The Manager, Guest Services will play a key role in championing and fostering excellence in guest experience for the Chicago Stars FC, while shaping the match day and event engagement for fans, partners, and internal stakeholders at the stadium. This position will be responsible for the planning and execution of the day-to-day guest services operations, with a focus on intuitive hospitality and proactive service recovery. 

The Manager, Guest Services will lead, develop, train, schedule and manage the club’s Guest Services Associates, ensuring a high performing team that delivers exceptional and memorable experiences for all guests. The role also supports accessibility needs and helps create a safe, welcoming, and inclusive environment at all Chicago Stars matches and events.

  

 

·       Demonstrate leadership in accordance with the Chicago Stars FC mission, vision and values

·       Proactively identify service gaps and implement solutions that enhance fan satisfaction and retention

·       Lead real time guest service issue resolution efforts on match days and during events

·       Participate in the hiring, onboarding, and ongoing training for Guest Service Associates

·       Scheduling of Guest Service Associates for all match day and non-match day events supporting community, ticket sales and Grassroots marketing

·       Execution of the STARS recognition and reward program

·       Oversee day-to-day hospitality needs, including supplies, inventory management, and operational readiness to support guest services operations

 

REQUIRED QUALIFICATIONS AND EXPERIENCE

·       3+ years of experience in guest services or event operations

·       Ability to communicate and be able to problem-solve with team members and guests

·       Must be able to manage multiple priorities in a fast-paced environment

·       Demonstrates clear written and verbal communication skills

·       Strong communication and excellent interpersonal and customer service skills

·       Self-motivated and able to motivate others

·       Ability to perform multiple tasks and meet deadlines

·       Goal orientated, team player

·       Must be able to lift 50 pounds

·       Must be able to stand and walk for up to 12 hours,

·       Must be able to sit for prolonged periods of time at a desk.

 

·       Work hours are generally 9:00 am- 5:00 pm, Monday – Friday.

·       Must have ability and willingness to work a flexible schedule including evenings, weekends, and holidays.

·       Must have reliable Transportation to Central office located in Downtown Chicago, and Northwestern University in Evanston, IL

 

BENEFITS OF WORKING AT CHICAGO STARS

We offer competitive compensation packages and opportunities for professional growth within our organization. 

·       Medical Insurance, including FSA and HSA plan options

·       Vision and Dental Insurance 

·       Accrued Paid Time Off 

·       Paid Holidays 

·       Life Insurance 

·       Parental Leave and Adoption Assistance

·       401(k) and employer match

·       Employee Assistance Program

·       Employee Discounts

·       Employee Tickets 

·       Fun and Engaging Volunteer Opportunities

 

 EQUAL EMPLOYMENT OPPORTUNITY

We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. If you need reasonable accommodations for any part of the employment process, please email us at [email protected].