Fan Experience Manager

Job Title: Fan Experience Manager

Reports To: Director of Fan Experience

Job Location: 250 Marietta Street NW, Atlanta, GA 30313

Reporting to the Director of Fan Experience, the Fan Experience Manager serves as a key leader in delivering the Hall’s day-to-day guest experience by leading the team, setting the tone for hospitality excellence, and owning operational outcomes across assigned specialty areas.

Fan Experience Managers operate with elevated autonomy and direct accountability, serving as the primary day-to-day leaders for the Fan Experience department. Each manager owns a primary specialty area and carries rotating Manager on Duty (MOD) responsibilities based on operational need. While each manager leads and owns their specialty, the department is intentionally designed for fluidity. Managers are expected to actively support one another across all specialty areas and may transition between specialties over time to build collective depth, shared expertise, and the versatility to lead across the full fan experience. The ideal candidate is self-motivated, enthusiastic, and possesses an outgoing, guest-focused approach. This individual is someone who acts with sportsmanship, leads from the front, and makes game-changing plays for the fans and team members they serve.

We hold ourselves to the highest standard of guest experience excellence - the kind found in the world's most admired hospitality, entertainment, and service organizations. Our Fan Experience Managers are expected to bring that same intentionality, warmth, and care to every interaction at the Hall.

Role, Responsibilities, and Key Performance Areas:

Deliver an exceptional, high-energy fan experience that reflects the Hall’s mission to inspire and entertain.
Anticipate the expressed and unexpressed needs of every fan – resolving concerns with urgency and genuine care before they become larger problems (and empowering your team to do the same).
Serve as Manager on Duty (MOD) a minimum of two shifts per week, with frequency subject to operational need, overseeing front-of-house operations and resolving escalated guest and team member concerns with calm, confidence, and sportsmanship.
Recruit, train, and develop team members to consistently deliver a welcoming, engaging, and informative fan experience.
Implement and reinforce the Hall’s service standards with a focus on offensive hospitality, personal engagement, and creating moments that fans will remember long after they leave.
Foster a servant-leader culture – empower your team to take ownership, act with integrity, and make game-changing plays for every fan they serve.
Intentionally create surprise and delight moments that build lasting loyalty to the Hall, its stories, and its mission.
Proactively identify issues, or potential issues, and bring forward reasonable solutions in a timely manner.
Partner closely with fellow Fan Experience Managers and the Director to ensure consistent operations and guest experience across all areas of the Hall; working cross-functionally with internal partners across Operations, Sales, Events and Marketing to ensure smooth, integrated day-to-day operations.
Track team performance, guest feedback, and daily attendance metrics – report trends and recommend improvements to the Director.
Manage daily and weekly staffing levels based on attendance patterns, peak periods, and special events while maintaining operational efficiency.
Provide daily operational results and contribute to the Hall’s KPI objectives.
Other duties as assigned.

Specialty Groups:

Specialty Group 1: Experience & Training
- Overall fan experience ownership across the attraction floor
- Monitoring and responding to guest reviews and feedback
- Designing and delivering hospitality and service training programs
- Team member development, coaching and performance management
- Scheduling and deployment of the Playmakers employee group
- Events liaison – coordinating internal and external event logistics
Specialty Group 2: Ticketing & Sales
- Ventrata ticketing platform ownership and daily operations
- Cash room and badge management
- Box office and membership sales – meeting organizational acquisition goals
- Team member development and performance coaching with the Fan Relations employee group
- Groups liaison – managing group sales inquiries and fulfillment
- Ticket and tour request coordination
Specialty Group 3: Membership Services
- Membership fulfillment operations and accuracy
- CRM data management and integrity
- Planning and execution of member events
- Membership renewal campaigns and retention strategies
- Membership communications and newsletter production
- Supporting member acquisition and on-site solicitation efforts in partnership with the Director

Knowledge, Skills, Attributes and Abilities:

Proven track record of managing frontline teams and delivering outstanding guest service at a premium hospitality standard
Strong leadership and team-building skills with the ability to manage scheduling, reporting, and cross-functional coordination without close supervision
Enthusiastic and approachable with exceptional interpersonal communication skills
Able to stay calm under pressure, manage conflict constructively, and make sound decisions in a fast-paced environment
Experience with ticketing systems, CRM platforms, or point-of-sale operations preferred
Demonstrated success in membership sales, group sales, or guest conversion programs preferred
Proficient in Microsoft Word, Excel and PowerPoint
Must be creative, detail-oriented, possesses a strong work ethic, and be willing to learn
Able to clearly communicate Hall content, history, and interactive technologies to guests and team members alike
Available to work weekends, variable shifts, and holidays as required by the attraction’s operating calendar

Education & Experience:

Bachelor’s degree in Hospitality, Communications, Business or a related field preferred
Minimum 2+ years of supervisory experience in a high-traffic, guest-facing environment such as a museum, attraction, sports venue, or hospitality operation preferred

APPLY NOW

Atlanta Hall Management, Inc. (AHM) operates the national College Football Hall of Fame which was established by the National Football Foundation in 1951 and relocated to Atlanta in 2014. Today, the Hall focuses on its mission to inspire and entertain by celebrating the passion, traditions and legacy of college football and its greatest players and coaches and provides visitors with a highly rated, immersive, interactive and engaging experience.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

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