Guest Engagement Manager

About The Brand Lawn Club is an exciting competitive socializing destination in the Seaport, positioning itself as “New York’s Leisure Headquarters.” The massive 25,000 square foot venue features indoor and outdoor rentable gaming lawns, amazing cocktails, and a streamlined menu of tasty bites. Each rentable lawn includes popular lawn games, big-screen TVs, courtside F&B service, and dedicated “Lawncierges.” Lawn Club caters to a variety of audiences, from twenty-somethings to corporate event planners. The role SEG is seeking a Guest Engagement Manager to join the team at the Lawn Club! Lawn Club is all about fun, and our Guest Engagement Manager brings it to life. This frontline leadership role shapes the guest experience, energy, and culture of Lawn Club through events, activations, and immersive entertainment. You’ll lead the Lawncierge team, manage guest flow, oversee game activations, and ensure every visitor leaves with a memorable experience. You’ll also develop programming and partnerships to keep Lawn Club fresh, exciting, and “the funniest place in town.” The ideal candidate has experience in competitive socializing or high-energy hospitality, a creative mindset, and strong leadership skills. You thrive on the floor, balancing operations, team management, and guest engagement with presence, polish, and play. Guest Experience What you will do Embody the brand’s key pillars of fun, leisure and team spirit Lead the Lawncierge team as a highly visible, floor-dominant leader, setting the standard for energy, professionalism, and guest engagementOwn end-to-end guest flow and front-of-house execution, including guest arrivals, check-in, waivers, coat check, game orientation, and gameplay - ensuring clarity, pacing and confidence at every touchpointLead events on the floor serving as the main point of contact from setup to closing checksDevelop and implement systems that minimize wait times, reduce confusion, and enhance guest confidence at every touchpointRespond to guest concerns or gameplay issues with urgency, care, and creativityMaintain oversight of all gaming equipment and activation readiness before each shiftEnsure clear communication between service areas including Beverage, Culinary, Events, and Front Desk for consistent handoffs and flowHire, onboard, and train Lawncierge team members with an emphasis on crowd energy, and improvisational hospitalityLead daily lineups and pre-shift strategy for check in and game flow, special events, and seating logisticsOwn and maintain SOPs for guest experience interactions, including but not limited to: game orientation, equipment handling, and gameplay serviceDevelop and coach Lawncierges and FOH team members toward high performance, with a strong focus on stage presence, professionalism, and proactive serviceLead training in SevenRooms, game rotation procedures, event support, and guest handling for LawnciergesCollaborate with Events team on group gameplay, tournaments, out-of-the-box activations of games, and premium experience deliveryPlan and support new game launches, tournament activations, theme nights (concerts, sports, industry, dating, family, etc.) and high-touch guest interactionsAttend and contribute to weekly BEO, operations, and leadership meetingsFollow all company policies, procedures, and guidelinesOperate ethically to protect the assets and image of the companyPerform other duties and responsibilities as needed Brand Activations & Experience Programming Own the ideation, planning, and execution of recurring and pop-up programming and brand activations (karaoke nights, trivia nights, tournaments, themed takeovers, and special event programming, and others)Serve as the on-floor host and lead presence for brand activations, setting the tone, pacing, and guest engagement in real timePartner with Marketing and Events to align activations with brand positioning, seasonal campaigns, and revenue goalsDevelop activation playbooks that can scale, repeat, and evolve while maintaining a high-energy, premium guest experienceTrain and coach Lawncierges to confidently support and co-host activations with strong stage presenceTest, refine, and iterate on activations based on guest feedback, participation rates, and engagement metrics About You 2+ years guest-facing leadership in hospitality or entertainmentExperience in competitive socializing, experiential venues, or entertainment preferred4+ years in guest relations/customer serviceStrong public speaking and on-floor presence Skilled in team management, coaching, and hospitality standardsAble to create and implement guest experience conceptsEfficient, adaptable, and solution-orientedFlexible schedule including nights, weekends, and holidays Physical Requirements Ability to perform the essential job functions consistently, safely, and successfully with the ADA, FMLA and other federal, state, and local standards.Ability to lift and carry items weighing 10 – 30 pounds on a regular basis and up to 50 pounds on a regular (or occasional basis). Ability to stand for prolong periods of time. Compensation: $110,000 annually OUR BENEFITS Taking care of our people is at the heart of everything we do and we’re committed to supporting our team with benefits that promote well-being, balance, and growth. From health and wellness to professional development and unique perks, our benefits are designed to help you thrive. Benefits include: Medical, dental & vision coverage 401(k) with company match contributions Life insurance coverageGenerous paid time off policyFree family meal 50% employee discount at our businessesA robust employee referral bonus program Growth Opportunities To us, your career is more than a job - its a journey. Whether you’re just starting your career or looking to take the next step, you’ll have access to diverse experiences within restaurants, entertainment, sports, retail, and hospitality to gain exposure across different industries and roles. Our goal is to promote from within, offering mentorship, collaboration, resources and clear paths to advancement as you build valuable skills. In our culture, growth isn’t just encouraged - it’s expected, and we’re here to support you every step of the way. OUR BENEFITS Taking care of our people is at the heart of everything we do and we’re committed to supporting our team with benefits that promote well-being, balance, and growth. From health and wellness to professional development and unique perks, our benefits are designed to help you thrive. Benefits may vary based on employment type and status and may include: Medical, dental & vision coverage401(k) with company match contributionsLife insurance coverageGenerous paid time off policyFree family meal50% employee discount at our businessesA robust employee referral bonus program GROWTH OPPORTUNITIES To us, your career is more than a job—its a journey. Whether you’re just starting your career or looking to take the next step, you’ll have access to diverse experiences within restaurants, entertainment, sports, retail, and hospitality to gain exposure across different industries and roles. Our goal is to promote from within, offering mentorship, collaboration, resources and clear paths to advancement as you build valuable skills. In our culture, growth isn’t just encouraged—it’s expected, and we’re here to support you every step of the way. NOTICE TO THIRD PARTY AGENCIES Please note that The Seaport Corporation does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, SEG will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, Seaport explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Seaport Corporation. This job description is not meant to be an “all-inclusive” list of the duties and responsibilities of this job. Other related duties and responsibilities may be assigned. The Seaport Corporation reserves the right to change or modify job duties as necessary based on business necessity.