Manager, Guest Experience

Essential Duties & Responsibilities

• Hiring, training, deploying, and developing a frontline staff of 300+ committed individuals, including assistant managers, supervisors, ushers, ticket takers, elevator operators, plaza team members, concierges, and suite hosts
• Bring to life the service vision of a world-class organization while being an excellent steward of finances and budgeting
• Determine staffing levels and execute operational plans towards the seamless success of each event
• Work closely with all departments to establish and refine all processes for guest interaction, feedback, and conflict resolution
• Develop and deliver department specific training annually or as needed
• Ability 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
• 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 oversight over 345+ Part-Time Guest Experience employees
• Game/Event Night responsibilities: Yes
• Approximate number of events worked per year: 100+

Qualifications

• Bridges 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
• Brings 3-5 years of leadership experience in managing staff
• 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
• Meet tight deadlines, multi-task proficiently, work well under pressure with attention to detail and be creative with solutions to guests needs
• Relate to a diverse guest and employee base
• Proficiency in Microsoft Word, Excel, and Outlook
• Knowledge of ABIMM preferred
• Knowledge in incident management software

Working Conditions

• Ability to work efficiently and effectively in office and arena environment that can be exciting, loud and distracting
• This is an onsite role; flexibility to work a minority of time remotely
• Ability to work extended hours including late nights, holidays, and weekends as needed
• Ability to work prolonged periods sitting at a desk and working on a computer
• Ability to lift/carry/move up to 25lbs
• Ability to work in cold/hot indoor and outdoor temperatures
• Ability to commute to various venues throughout the Greater Tampa Bay Area
• Ability to work in areas that can become crowded with equipment and/or people
• Ability to stand on feet for long periods of time, walk long distances and climb stairs.