Manager, Guest & Team Member Experience

Full-time role reporting to the Sr. Director, Guest & Team Member Experience.

About the role

The Manager of Guest & Team Member Experience is a service-driven leader who thrives in dynamic, challenging environments and inspires their team to deliver consistent guest service excellence for all events at Hard Rock Stadium. This collaborative leader will work closely with internal departments and stadium service partners to create a world-class guest and team member experience.

Responsibilities

• Lead and manage guest experience operations for all events at Hard Rock Stadium, including Miami Dolphins & Miami Hurricanes football, Crypto.com F1 Miami Grand Prix, Miami Open, concerts, special events, and more.
• Take a leadership role within the Team Member Experience program, including development and execution of training, curating the on-site team member experience, and evolving the recognition and rewards program.
• Oversee the development and facilitation of team member training on service values, service operations, safety policies, and general building orientation.
• Develop and execute event-staffing budgets and staffing plans for all Hard Rock Stadium events.
• Motivate event-day team members by creating a positive working environment and culture where employees are inspired to do exceptional work.
• Analyze Secret Shopper and NFL Voice of the Fan reports to identify areas of improvement related to the event-day guest experience; provide feedback and results to other departments and stadium partners (Entertainment, Parking, IT, Ticketing, F&B, Security, Housekeeping).
• Coordinate with the scheduling department on necessary staffing changes for assigned events.
• Conduct ongoing performance coaching and evaluation, identifying growth opportunities.
• Contribute to a fun, positive, inclusive team environment for all team members.
• Lead and further develop full-time and part-time Guest Experience team members.
• Ensure understanding of accessibility standards, laws, and ADA compliance to deliver compliant, inclusive guest experiences.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree in Hospitality Management, Business, Sports Management, or related field preferred.
• Minimum of 2–3 years of experience in a Guest Experience role, preferably in the Sports and Entertainment industry.
• Proven ability to lead, train, and motivate large part-time event staff populations in a fast-paced, customer-facing environment.
• Strong commitment to guest experience excellence, with demonstrated success improving satisfaction scores and resolving complex service issues.
• Passion for leadership and people development.
• Excellent ability to establish rapport and build strong interpersonal relationships with direct reports, colleagues, and senior leadership.
• Patient and empathetic leader with strong listening skills.
• Experience with Microsoft Excel, PowerPoint, and SkyPrep (or other online training module programs).
• Ability to work weekends, nights, and holidays as determined by the event calendar.
• Bilingual (English/Spanish) preferred.

Benefits

• Medical, dental, and vision insurance.
• Life insurance (including voluntary coverage for spouses and children).
• Long-term disability insurance.
• Ticket benefits for events including Miami Dolphins games, the Formula 1 Crypto.com Miami Grand Prix, and the Miami Open.
• Employee gym, subsidized lunch program, and discounts on a variety of products and services.
• 401k, paid time off (PTO), and company holidays.