Guest Experience Lead: World-Class Event Service

Vinik Sports Group; Tampa (FL); On-site; USD 70,000 - 90,000; Full time

Job summary

Vinik Sports Group, based in Tampa, seeks a Manager of Guest Experience to lead a 300+ frontline team across Lightning Hockey, Legendary Concerts, and USF Athletics venues. You will hire, train, and deploy staff, shape service standards, and collaborate with departments to create flawless guest interactions.

The role requires 3–5 years of leadership in staff management, 2–3 years in guest experience, and a degree in sports/entertainment management or related field.

Qualifications

• Brings 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
• 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

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
• Work in tandem with other Guest Experience Manager to accomplish tasks and achieve organizational goals
• 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
• Accountable for the uniform process for the department
• 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 Responsibilities
• Game/Event Night responsibilities: Yes
• Approximate number of events worked per year: 100+

Skills

Leadership

Guest Experience Management

Communication Skills

Interpersonal Skills

Adaptability

Education

Bachelor's Degree in Sports and Entertainment Management or related field

Tools

Microsoft Word

Excel

Outlook

Incident management software

Job description

Vinik Sports Group, based in Tampa, seeks a Manager of Guest Experience to lead a 300+ frontline team across Lightning Hockey, Legendary Concerts, and USF Athletics venues. You will hire, train, and deploy staff, shape service standards, and collaborate with departments to create flawless guest interactions.

The role requires 3–5 years of leadership in staff management, 2–3 years in guest experience, and a degree in sports/entertainment management or related field.