Manager of Guest Experience
About the role
The Manager of Guest Experience is a dynamic, service-driven leader and strategic partner within the Hornets Sports & Entertainment (HSE) Guest Experience (GE) team. This role plays a critical part in elevating the Spectrum Center into a premier destination in sports and entertainment by delivering exceptional, memorable guest experiences.
Responsibilities
Partner with HR and recruiting teams to design and execute hiring events that attract high-energy, service-oriented candidates aligned with C.R.O.W.N. values.
Select and on-board Guest Experience Ambassadors, ensuring a strong and sustainable talent pipeline.
Maintain optimal staffing levels to exceed event operational needs.
Support and deliver C.R.O.W.N. service training and onboarding programs, including “Welcome to the Four.”
Coach, mentor, and develop supervisors and team members to build a high-performing, engaged workforce.
Serve as a subject matter expert in workforce management systems (e.g., ABI MasterMind) to manage scheduling, payroll, labor costs, and reporting.
Collaborate in Arena People Leader meetings to share best practices, enhance team member experience, and support recognition initiatives.
Partner cross-functionally with HSE departments to plan and execute seamless event-day operations.
Lead frontline teams and supervisors during games and events, driving exceptional service delivery across key areas.
Collaborate with arena leadership to improve ingress strategies, ensuring a fast, friendly, and efficient entry experience.
Manage lost and found operations and ensure timely guest follow-up.
Oversee Sensory Rooms, Parent Rooms, Guest Experience Booths, and Kids Club activations.
Act as liaison with internal departments (Fan Experience, Ticketing, Partnerships, Community Impact) for event-day activations.
Maintain proficiency in operational platforms (e.g., ticketing systems, reporting tools, and internal software).
Qualifications
3–5+ years of leadership experience in sports & entertainment, hospitality, retail, or a related industry.
Proven ability to lead and develop high-performing teams, including both hourly and salaried staff.
Strong communication and interpersonal skills with the ability to influence, collaborate, and build trust.
A people-first, solutions-oriented leadership style with a commitment to team success.
Strategic thinker with the ability to translate vision into actionable plans and measurable results.
Proficiency in Microsoft Office Suite, with the ability to analyze data and create impactful presentations.
Adaptability and flexibility in a fast-paced, evolving environment.
Ability to work a flexible schedule, including nights, weekends, holidays, and all Hornets home games and events.
Preferred Qualifications
Bachelor’s degree in a related field, or equivalent combination of education and experience.
Demonstrated success in a Manager-level (or higher) leadership role.
Track record of driving performance, building strong team cultures, and achieving strategic goals.