Manager, Guest Experience

Manager, Guest Experience The Guest Experience team are kind, curious, competent, and compassionate people. We are passionate in our quest to deliver the very best in guest experience during every interaction with our guests. We respect our guests, want them to have a fantastic time in our venues, whether watching Lightning Hockey, Legendary Concerts, or USF Athletics. It is our mission for each guest that visits one of our venues to experience the best memories to be made in the sports and entertainment industry. Exceeding expectations is the standard and we will work our hardest to ensure the best guest experience in North America. The Manager, Guest Experience values guests and is committed to providing positive impressions while delivering world class service. This position plays a vital role in creating a clean, safe, and enjoyable experience for our guests and employees. The Manager, Guest Experience will build and train a department of frontline staff that deliver memorable moments during Lightning Hockey, Legendary Concerts, and USF Athletics. The Manager, Guest Experience will determine appropriate staffing levels that bring to life positive guest experiences at all events. This position serves the organization by successfully executing its mission to deliver the best guest experience in North America. Service is truly a core pillar in daily tasks and culture building for this position.

Develop and deliver department specific training annually or as neededAbility to fully understand the intricacies of each event to generate an event coverage calendar. Serve as an advocate for frontline direct reports and ensure they have all resources to successfully perform their job duties. Accountable for the uniform process for the department Manage and schedule the Guest Experience Office Assistant and Front Desk Receptionist Schedule, prepare deployments, event sheets, suite logs, event packets for the Guest Experience Department Manage the Lost and Found Program (this includes but is not limited to; logging items in ABI, storing valuables and objects in a locked area and providing the item back to the rightful owner) Offer event crowd management and provide ADA compliance Perform other duties as needed Supervisory & Management Responsibilities Direct oversite over 345+ Part-Time Guest Experience employees Game/Event Responsibilities Game/Event Night responsibilities: YesApproximate number of events worked per year: 100+Qualifications Brings 3-5 years of leadership experience in managing staff Bachelor's Degree preferred in Sports and Entertainment Management or relevant focus Minimum of 2-3 years of experience in a Guest Experience role, preferably in the Sports and Entertainment Industry Ability to remain calm and focused during times of stress and is extremely adaptable Excellent ability to establish rapport and the ability to build strong interpersonal relationships with direct reports, colleagues, and senior leadership Ability to communicate clearly in a professional manner both verbally and written Exhibit good judgment, make sound decisions quickly, be proactive and anticipate needs of guests Ability to meet tight deadlines, multi-task proficiently, work well under pressure with attention to detail and be creative with solutions to guests needs Ability to relate to a diverse guest and employee base Proficiency in Microsoft Word, Excel, and Outlook Knowledge of ABIMM preferred Knowledge in incident management software