Head of Guest Experience & Event Excellence

Vinik Sports Group; United States; On-site; USD 65,000 - 90,000; Full time

Job summary

The Vinik Sports Group is seeking a Manager, Guest Experience to lead a large frontline team across Lightning Hockey, Legendary Concerts, and USF Athletics. You will champion world-class service, create memorable guest moments, and ensure a safe, engaging environment at our venues in the Greater Tampa Bay Area.

In this role you will hire, train, deploy, and manage 345+ staff, set staffing levels, and coordinate with all departments to optimize guest interactions.

Qualifications

• 3-5 years of leadership experience managing staff.
• Bachelor's Degree preferred in Sports and Entertainment Management or related field.
• Minimum 2-3 years in a Guest Experience role, preferably in sports/entertainment.

Responsibilities

• Hiring, training, deploying, and developing a frontline staff of 300+ team members.
• Set staffing levels and execute operational plans for each event.
• Collaborate with other departments to refine guest interaction processes.
• Develop and deliver department-specific trainings annually or as needed.
• Create an event coverage calendar by understanding each event's intricacies.
• Advocate for frontline reports and ensure access to necessary resources.
• Manage scheduling, deployments, and event documentation for the department.
• Oversee the Lost and Found program and ADA compliance where applicable.

Skills

Leadership experience

Communication

Interpersonal skills

Adaptability

Customer service mindset

Education

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

Tools

Microsoft Word

Excel

Outlook

Incident management software

Job description

The Vinik Sports Group is seeking a Manager, Guest Experience to lead a large frontline team across Lightning Hockey, Legendary Concerts, and USF Athletics. You will champion world-class service, create memorable guest moments, and ensure a safe, engaging environment at our venues in the Greater Tampa Bay Area.

In this role you will hire, train, deploy, and manage 345+ staff, set staffing levels, and coordinate with all departments to optimize guest interactions.