Guest Experience Manager

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with up to 4% company match

Annual performance bonus

Paid vacation days and holidays

Paid parental bonding leave

Tuition reimbursement

Friends-and-family discounts

Job summary

Delaware North Boston Holdings at TD Garden in Boston, MA is seeking a full-time Guest Experience Manager to lead the Guest Experience team and ensure a best-in-class guest experience during game days and events.

You will develop training, oversee staffing, labor relations, and collaborate with HR on workforce matters, while driving service excellence and revenue opportunities.

Qualifications

• Minimum of 5 years of experience in event or hospitality management, logistics, and coordination.
• Strong interpersonal, organizational, communication, and analytical skills.
• Ability to multitask and handle multiple events.
• Leadership experience to oversee a team of 300+.
• Experience in a union environment is a plus.
• NBA or NHL arena experience is a plus.
• Ability to understand and work with computerized ticket systems to troubleshoot and support guests.

Responsibilities

• Develop and implement training programs, performance feedback processes, and continuous improvement initiatives that strengthen individual, team, and departmental performance
• Establish and refine guest service procedures, response protocols, and follow up processes to effectively address service disruptions and enhance the guest experience
• Oversee Guest Experience staffing, scheduling, budgeting, and event day logistics to support efficient operations and service excellence
• Create and execute event game plans and staffing strategies that maximize operational effectiveness, compliance, and guest satisfaction
• Manage labor relations by ensuring compliance with collective bargaining agreements and partnering with Human Resources on workforce matters
• Direct front of house Guest Experience operations and lead recruitment, onboarding, training, performance management, and staff development efforts
• Supervise North Station operations including bag check and concert merchandise services while driving revenue and maintaining event readiness
• Ensure Guest Experience and North Station facilities are properly staffed, maintained, and prepared to deliver exceptional service at all events

Skills

Event management

Hospitality management

Team leadership

Customer service

Communication

Operations budgeting

Tools

Ticketing systems

Job description

The opportunity

Delaware North Boston Holdings is hiring a full-time Guest Experience Manager to join our team at TD Garden in Boston, Massachusetts. As a Guest Experience Manager, you will be responsible forleadingthe Guest Experience team, ensuring alignment with organizational goals and a best-in-class guest experience.If you thrive on excitement and want your workday to fly by, to join the game day action.

Pay

Minimum – Anticipated Maximum Base Salary: $65,300 – $88,200 / year

In addition to base salary, we offer an annual bonus plan based on company and individual performance, or a role-based, uncapped sales incentive plan. The advertised pay range represents what we believe at the time of this job posting, that we would be willing to pay for this position. Only in special circumstances, where a candidate has education, training, or experience that far exceeds the requirements for the position, would we consider paying higher than the stated range. Information on our comprehensive benefits package can be found at https://careers.delawarenorth.com/benefits/.

What we offer

At Delaware North, we care about our team members’ personal and professional journeys. These are just some of the benefits we offer:

• Medical, dental, and vision insurance
• 401(k) with up to 4% company match
• Annual performance bonus based on level, as well as individual, company, and location performance
• Paid vacation days and holidays
• Paid parental bonding leave
• Tuition and/or professional certification reimbursement
• Generous friends-and-family discounts at many of our hotels and resorts

What will you do?

• Develop and implement training programs, performance feedback processes, and continuous improvement initiatives that strengthen individual, team, and departmental performance
• Establish and refine guest service procedures, response protocols, and follow up processes to effectively address service disruptions and enhance the guest experience
• Oversee Guest Experience staffing, scheduling, budgeting, and event daylogisticsto support efficient operations and service excellence
• Create and execute event game plans and staffing strategies that maximize operational effectiveness, compliance, and guest satisfaction
• Manage labor relations by ensuring compliance with collective bargaining agreements and partnering with Human Resources on workforce matters
• Direct front of house Guest Experience operations and lead recruitment, onboarding, training, performance management, and staff development efforts
• Supervise North Station operations including bag check and concert merchandise services while driving revenue andmaintainingevent readiness
• Ensure Guest Experience and North Station facilities are properly staffed,maintained, and prepared to deliver exceptional service at all events

More about you

• Minimum of 5yearsof experience in event or hospitality management,logistics,and coordination
• Strong interpersonal, organizational,communication, andanalytical skills
• Ability to multitask and handle multiple events
• Leadership experience and skills to oversee all aspects of ateam of 300+
• Professional demeanor with the ability to remain calm, make sound decisions, and stay positive in stressful situations
• Experience in a union environment is aplus
• NBA or NHL arena experienceisaplus
• Ability to understand and work with computerized ticket systems to troubleshoot and support guests in event and at entry

Physical requirements

• Ability to push up to 300 pounds

Source: Hospitality Online