Guest Experience Manager - Live Events Lead

The Florida Panthers; Fort Lauderdale (FL); On-site; USD 55,000 - 78,000; Full time

Job summary

The Florida Panthers, in partnership with Baptist Health IcePlex, seeks a dynamic Manager, Guest Experience to lead guest services and event staff. You will oversee a team including a Guest Experience Coordinator and part-time staff, ensuring world-class service across all sessions and events.

The role requires hands-on leadership in a fast-paced environment, strong training capabilities, and a track record of improving guest satisfaction. Evening, weekend, and holiday availability is expected.

Qualifications

• Minimum 2-3 years of guest services experience.
• Minimum 2-3 years of managerial experience preferred.
• Bachelor's degree or equivalent; hospitality, sports management, or related field is a plus.
• Strong leadership and organizational skills for a fast-paced environment.
• Exceptional customer service, coaching, people management and communication skills.
• Strong problem-solving, analytical, and written/verbal communication.
• Self-starter with ability to manage projects end-to-end.
• Ability to read and update training programs and manuals.
• Working knowledge of guest service best practices and events.
• Ability to speak effectively before groups and audiences.
• Working knowledge of scheduling and payroll software; proficient in Microsoft Office.
• Available to work nights, weekends, and holidays.

Responsibilities

• Oversee Guest Experience staff including coordinating, training, and scheduling.
• Lead event execution from pre-event setup to post-event wrap-up.
• Coordinate with Operations and Security on staffing requirements for each session and event.
• Develop staff engagement programs and standard operating procedures.
• Monitor guest feedback email and respond as primary contact.
• Manage event day software, reporting, and payroll-related tasks.
• Define and enforce staff policies and procedures for events.
• Collaborate with other departments to support events and promotions.
• Provide on-the-floor leadership and ensure world-class guest service.
• Ensure ADA compliance during all sessions and events.

Skills

Guest services

Leadership

Customer service

Training

Communication

Microsoft Office

Education

Bachelor's degree

Hospitality or sports management

Tools

Scheduling software

Payroll software

Microsoft Office

Job description

The Florida Panthers, in partnership with Baptist Health IcePlex, seeks a dynamic Manager, Guest Experience to lead guest services and event staff. You will oversee a team including a Guest Experience Coordinator and part-time staff, ensuring world-class service across all sessions and events.

The role requires hands-on leadership in a fast-paced environment, strong training capabilities, and a track record of improving guest satisfaction. Evening, weekend, and holiday availability is expected.