Live Events Guest Experience Leader

Golden State; San Francisco (CA); On-site; USD 89,000 - 95,000; Full time

Benefits offered by this job

Medical benefits

401K match

Paid time off

Job summary

Golden State at Chase Center in San Francisco, CA seeks an experienced Manager to lead venue-wide guest service operations, event logistics, and frontline execution for all events. The role drives service standards, guest movement, and vendor partnerships to deliver seamless experiences.

The position reports to the Director, Guest Experiences Operations, supervising two full-time staff and a call center team, with a focus on culture, staff empowerment, and continuous improvement.

Qualifications

• Bachelor's degree or equivalent work experience
• Minimum 3-5 years in operations, hospitality, or live event operations
• Experience supervising union and non-union staff; familiarity with CBAs and labor dynamics
• Proficiency in MS Office/Google Workspace and guest management tools
• Strong written, verbal, and conflict resolution skills
• Ability to build relationships with employees and vendors across the organization
• Comfort with data interpretation and reporting for decision-making

Responsibilities

• Serve as primary operational lead and Manager on Duty during events
• Direct all guest services kiosks and information hubs; establish SOPs for staffing and queue flow
• Oversee post-event recaps and operational preparation for events
• Streamline procedures to optimize budget and deliver world-class experiences
• Lead SLAs with contracted venue services and external vendors
• Oversee procurement, inventory, and vendor invoice tracking
• Design service recovery tools and empowerment guidelines for staff
• Monitor guest feedback trends and identify bottlenecks to improve satisfaction
• Identify opportunities to modernize guest movement and accessibility services
• Liaise with internal and external groups across operations and communities
• Coach and manage two full-time employees and call center staff
• Other duties as assigned

Skills

Operations leadership

Guest services

Vendor management

Labor relations

Communication

Analytical skills

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Google Workspace

Scheduling platforms

Guest management tools

Job description

Golden State at Chase Center in San Francisco, CA seeks an experienced Manager to lead venue-wide guest service operations, event logistics, and frontline execution for all events. The role drives service standards, guest movement, and vendor partnerships to deliver seamless experiences.

The position reports to the Director, Guest Experiences Operations, supervising two full-time staff and a call center team, with a focus on culture, staff empowerment, and continuous improvement.