Director of Guest Services

Job Title: Director of Guest Services

Department: Stadium Operations - Venue

Reports to: Sr. Director, Stadium Operations

Work Location: Denver, CO

Employee Type: Full-time

Pay Type: Salaried

FLSA: Exempt

Supervisor Position: Yes

Application Deadline: October 17, 2025

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CLIMB WITH US. Denver Summit FC is Colorado’s professional women’s soccer club, proudly holding the distinction of being the National Women’s Soccer League’s (NWSL) 16th franchise. Our unwavering mission is to cultivate the preeminent professional soccer club globally, achieved through deep and meaningful engagement with Denver’s dynamic and multifaceted communities. The Denver Summit FC team, set to begin play in the 2026 season, is comprised of a robust and dedicated ownership group led by Rob Cohen, alongside a collective of impassioned local and national investors. This blend of local roots and broad support underscores our dedication to both Colorado and the wider soccer community.

Nature Of Work

In this role you will oversee all matters that are fan-facing and guest relations for all events hosted at Denver Summit FC owned and operated properties. You will primarily focus on ensuring that all the staffing pool is maintained at appropriate levels, events are staffed, and everyone is trained according to various service standards that you will be influential in creating.

Examples Of Work Performed

• Hire, train, manage, and onboard Guest Services Coordinator
• Hire, train, manage, and motivate all Guest Services Staff
• Provide a high level of guest relations during all events. This position will serve as the primary contact and interface with fans
• Create, implement, and monitor an incentive program for Guest Services Staff with a focus on fostering a best-in-class employee experience and prioritizing employee retention
• With support from the Guest Services Coordinator, oversee Denver Summit FC Lost & Found operations as well as general upkeep of the Guest Services email inbox to field and respond to inquiries between events
• Maintain consistent communication with Sales & Service leadership to monitor fan feedback in order to maintain and enhance fan experience for all Denver Summit FC matches and other events hosted at Denver Summit FC properties
• Work closely with Director of Safety and Security to create staffing plans for each event
• Create and distribute event preparation materials as it relates to checklists, timing, room assignments, maps, and any other items with fan relations
• Process payroll for Guest Services staff. Closely monitor to ensure adherence to budget and bring attention to excessive hours
• Prepare annual operating budget and provide department specific budget materials for event expense projections
• Develop, produce, and maintain various staff training documents, including Match Day and Premium Guest Services Staff manuals and other event information documents
• Maintain an efficient process for staff check-in/out as it pertains to control, throughput, uniforms, radios, and other equipment
• Maintain and manage uniforms for all Guest Services Staff. This includes distribution, collection, and inventory management
• Coordinate training opportunities, tabletop exercises, discussion-based simulations, etc. to educate staff and enhance operations
  
  

This description is a summary only and highlights the general level of work being performed. It is not intended to be all-inclusive. The duties of this position may change based on business needs. The Company reserves the right to add or remove duties and responsibilities at the discretion of the supervisor and/or hiring authority.

Working Conditions & Physical Demands

• Typical Office Conditions
• Primary location to be at Permanent Stadium once completed
• Travel between facilities as necessary
• Would require workspace hoteling at certain facilities
• Lift 50 lbs. daily
• Work in extreme weather conditions
  
  

Qualifications

Minimum

• BS/BA degree in Sport Management, Hospitality, or related field
• 5+ years’ experience in the field of Professional Sports, Live Entertainment, or Hospitality
• Experience with recruiting, hiring, training, managing, motivating a team
• Applicants must meet minimum qualifications at the time of hire.
  
  

Preferred

• Experience within Professional Soccer (NWSL, MLS, or USSF)
• Experience either working with or working for 3rd party contracted security groups
• Experience either working with or working for Public Safety Agencies (Police, Fire, Intelligence, EMS, Military, etc.)
• Experience with TV and radio broadcast a plus
• Ability to acquire or produce and maintain a valid driver’s license and meet company vehicle driving standards.
  
  

Competencies/Knowledge, Skills & Abilities

• Ability to maintain positive attitude and demonstrate professionalism
• Ability to plan and execute a safe and budget adhering event
• Ability to maintain a high level of confidentiality
• Ability to complete work accurately and in a timely manner
• Ability to work independently & in a group setting and demonstrate good judgment skills
• Ability to communicate effectively orally and in writing
• Ability to remain calm and clear headed in stressful situations
• Creative problem solver
• Possesses excellent interpersonal skills
• Ability to multi-task, prioritize and adapt to changing environments
• Working knowledge of Fire, Life Safety, EEOC, FLSA, OSHA, and ADA rules and regulations
• Experience in developing and managing budgets, and analyzing costs
  
  

Compensation

• Base salary range $95,000 – $110,000 per annum
• Eligible for annual discretionary bonus
  
  

Benefits Include

• 15 Paid Company Holidays
• Health Insurance (Medical, Dental, Vision)
• Paid Time Off (PTO)
• Life and AD&D Insurance
• And more!
  
  

Equal Employment Opportunity

Denver Summit FC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.