Guest Experience Lead – Arena Operations

Delaware North; Boston (MA); On-site; USD 65,000 - 88,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with up to 4% company match

Annual performance bonus based on both

Paid vacation days and holidays

Paid parental bonding leave

Tuition and/or certification reimburse

Generous friends-and-family discounts

Job summary

Delaware North Boston Holdings is seeking a full-time Guest Experience Manager at TD Garden in Boston, MA. You will lead the Guest Experience team, align with organizational goals, and cultivate a best-in-class guest experience.

Responsibilities include training programs, staffing oversight, event logistics, and ensuring service excellence across all events while maintaining strong relations with HR and labor agreements.

Qualifications

• 5+ years in event or hospitality management, logistics, and coordination.
• Strong interpersonal and organizational skills.
• Experience in a union environment is a plus.
• NBA or NHL arena experience is a plus.
• Ability to operate computerized ticket systems to troubleshoot and support guests.

Responsibilities

• Develop and implement training programs, performance feedback, and continuous improvement initiatives.
• Establish and refine guest service procedures and response protocols.
• Oversee Guest Experience staffing, scheduling, budgeting, and event day logistics.
• Create event game plans and staffing strategies to maximize operational effectiveness.
• Manage labor relations and partner with HR on workforce matters.
• Direct front-of-house Guest Experience operations and lead recruitment and onboarding.
• Supervise North Station operations including bag check and merchandise services.
• Ensure facilities are staffed and prepared to deliver exceptional service at events.

Skills

Leadership

Event management

Team supervision

Communication

Analytical skills

Tools

Ticketing systems

Job description

Delaware North Boston Holdings is seeking a full-time Guest Experience Manager at TD Garden in Boston, MA. You will lead the Guest Experience team, align with organizational goals, and cultivate a best-in-class guest experience.

Responsibilities include training programs, staffing oversight, event logistics, and ensuring service excellence across all events while maintaining strong relations with HR and labor agreements.