Guest Experience Manager - Acrisure Stadium/PSSI

About the Role

PSSI Stadium LLC (Acrisure Stadium) is seeking a dynamic individual to supervise and manage the guest services and tour operation at Acrisure Stadium. This position will work with the Director of Guest Experience on all aspects of guest service, staff service, and tour operations, serving as the primary point of contact for all guest service and stadium tour communication. The Guest Experience Manager will report directly to the Director of Guest Experience to collaborate and define clear expectations for the guest service and tour operation. This role interacts with internal and external stakeholders to develop and execute world-class guest and staff experiences in a front-facing capacity, requiring exceptional interactive communication skills to deliver service to a diverse group of guests and staff.

Responsibilities

• Contribute to the development of Guest Experience programs with a focus on anticipating guest and staff member needs; develop and maintain a robust information-sharing process to ensure staff are equipped with the most up-to-date information on event day.
• Execute all aspects of the guest experience employee life cycle (recruiting, onboarding, training, retention, and evaluation) in accordance with established company guidelines, at the direction of the Director of Guest Experience.
• Design, develop, and maintain engaging training presentations, job aids, and other learning materials, ensuring content is visually appealing, professional, and aligned with organizational standards.
• Facilitate and deliver training sessions for part-time staff, effectively presenting instructional content, leading discussions, and adapting training materials to enhance understanding, engagement, and retention.
• Lead a diverse workforce of guest service and tour guide staff, including college students, working professionals, retirees, and interns, in a fast-paced environment.
• Work closely with Ticket Operations and Retention on all guest expectations and challenges.
• Serve as the point of contact for all stadium event guest feedback (phone calls, emails, survey results), document responses, and respond to guests accordingly.
• Resolve escalated guest service issues with utmost sensitivity, tact, diplomacy, and a global problem-solving emphasis; escalate urgent issues to the Director of Guest Experience as needed.
• Oversee the Stadium Event Assistant Program, coordinating participant schedules, assignments, and development opportunities while providing coaching, guidance, and performance feedback.
• Assist the Director of Guest Experience and the Director of Ticket Operations on all ADA seating requests and amenities for stadium events.
• Work with department leaders to build and maintain a strong internship program aligned with academic coursework, focused on coaching, role modeling, professional development, team building, and work-related experience.
• Collaborate with the management team to develop and maintain a robust employee calendar, including incentivization/recognition plans and staff-exclusive events such as job fairs, training days, and end-of-season parties.
• Work with the Director of Guest Experience to establish and evolve guest service and tour standard operating and opening/closing policies and supporting documentation.
• Supervise and optimize the development and daily execution of all stadium tour experiences and programming.
• Remain current with advances in incident management software, lost & found management software, and other industry best-in-class practices.
• Participate in planning and executing meetings with internal departments to streamline and align all event operations.
• Actively research and implement cost-saving measures to maximize operational efficiencies.
• Work extended and/or irregular hours, including nights, weekends, and holidays as needed.
• Perform all other duties as assigned.

Requirements

• Bachelor’s degree in sport management, hospitality, business administration, or a related field from an accredited college or university.
• Minimum of 3 years of experience in large venue event management (stadium, convention center, hotel, or theme park), including direct supervision of personnel and third-party vendors, conflict management, event operations best practices, and performance management.
• Experience with venue-related software (staff scheduling system, CRM, LMS, and IMS).
• Excellent public speaking and presentation skills, including experience leading training programs, facilitating group discussions, and presenting information clearly and compellingly.
• High level of demonstrated professionalism, attention to detail, and relationship-building skills.
• Ability to lead, delegate, and multitask in an active environment.
• Proficiency in Microsoft Office Suite, including Teams and SharePoint.

Preferred Qualifications

• AED/CPR training.