Guest Experience Manager, TD Garden

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 company match

Annual performance bonus

Paid vacation days and holidays

Paid parental bonding leave

Tuition and certification reimburse.

Friends-and-family discounts

Job summary

Delaware North Boston Holdings is seeking a Guest Experience Manager to lead the Guest Experience team at TD Garden in Boston, MA. You will drive a best-in-class guest experience, aligning with organizational goals and overseeing event-day operations.

Ideal candidates have 5+ years in event or hospitality management, strong leadership, communication, and analytical skills, with experience managing large teams and complex logistics. Union experience is a plus.

Qualifications

• Minimum of 5 years in event or hospitality management, logistics, and coordination.
• Experience in a union environment is a plus.
• Ability to lead large teams and manage event-day operations.

Responsibilities

• Develop and implement training programs and performance feedback processes.
• Establish and refine guest service procedures and response protocols.
• Oversee Guest Experience staffing, scheduling, budgeting, and event day logistics.
• Create and execute event game plans and staffing strategies.
• Manage labor relations and partner with HR on workforce matters.
• Direct front-of-house Guest Experience operations and lead recruitment and development.
• Supervise North Station operations including bag check and merchandise services.
• Ensure staffing and facilities readiness for all events.

Skills

Event management

Hospitality management

Staffing & scheduling

Budgeting

Leadership

Customer service

Communication

Analytical skills

Operational excellence

Tools

Ticket 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 for leading the Guest Experience team, ensuring alignment with organizational goals and a best-in-class guest experience.

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 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

More about you

• Minimum of 5 yearsof 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 and skills to oversee all aspects of a team 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 a plus
• NBA or NHL arena experience is a plus
• 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

Who we are

Delaware North purchased the historic Boston Garden in 1975 and later constructed its successor, TD Garden, and neighboring The Hub on Causeway, both of which we continue to own and operate. As New England's largest sports and entertainment arena, TD Garden is the home of the storied NHL's Boston Bruins and NBA's Boston Celtics franchises and hosts over 200 events annually with over 3.5 million visitors.

Our business is all about people, and that includes you. At Delaware North, you're not just part of a team - you're part of a global legacy: a family-owned company with 100+ years of history behind it. Our operations span the world, offering you unique paths to growth and success.

Who says you can't love where you work? With jobs in iconic sports arenas, stunning national parks, exciting casinos, and more, we pride ourselves in giving the world great times in great places. And whether you're interested in restaurants, hotels, sports, gaming, operations, or retail, part-time or full-time, we're invested in helping you achieve your career goals.

Together, we're shaping the future of hospitality - come grow with us!

Delaware North, along with its subsidiaries, is an equal opportunity employer, showcasing job opportunities and considering applicants for all positions without regard to race, color, religion, sex, gender identity, national origin, age, disability, protected veteran status, sexual orientation, or any other legally protected status.