Manager, Guest Experience

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

Organization Overview: The Florida Panthers enter their 33 rd season in 2026-27 as one of the National Hockey League’s premier franchises. As back-to-back Stanley Cup champions in 2024 and 2025, the Cats have emerged victorious in 11 of their past 12 postseason series and have captured four Eastern Conference championships. The Panthers are led by President of Hockey Operations & General Manager Bill Zito entering his seventh season, and President of Business Operations Michael White who begins his first full season.

As the NHL’s southernmost team, the Panthers operate four facilities in Broward County, Florida: Amerant Bank Arena in Sunrise; the Panthers IceDen in Coral Springs; the state-of-the-art Baptist Health IcePlex in Fort Lauderdale; and the renovated War Memorial Auditorium, which hosts concerts and events for the South Florida faithful year-round.

An organization with deep roots in the community, the Panthers are owned by Vincent J. Viola, a graduate of the United States Military Academy at West Point and a veteran of the U.S. Army. Emphasizing a culture of selfless service both on and off the ice, the Panthers pillar program, "Heroes Among Us," honors a United States military veteran at every game. The Florida Panthers Foundation focuses on four core pillars: veterans' affairs; children's health and education; raising awareness for the endangered Florida Panther; and growing youth hockey throughout the region. The Panthers remain committed to empowering our fans to live sustainably and to strengthen the resiliency of our diverse communities throughout Florida and the tri-county area.

Manager, Guest Experience

• Organization: Florida Panthers Hockey Club
• Department: Guest Experience
• Reports To: Assistant General Manager, Baptist Health IcePlex
• Employment Type: Full-Time
• Schedule: Flexibility required for evenings, weekends, and holidays

Job Summary

The Florida Panthers and Baptist Health IcePlex are seeking a dynamic, high-energy, and detail-oriented event professional to join our team as Manager, Guest Experience.

This position is responsible for ensuring that all guests and team members receive world-class service when visiting Baptist Health IcePlex at any time of day. The Manager, Guest Experience directly oversees the Guest Experience Coordinator, Party Hosts, and other designated Guest Experience staff members, and serves as the primary owner of event execution - leading the full event lifecycle from pre-event setup and staff mobilization through post-event close.

This role also drives key operational initiatives including staff training and development, guest communication, conflict resolution, and feedback and data analysis to support continuous improvement. The ideal candidate is a hands-on event professional who thrives in a fast-paced environment, leads by example on the floor, and takes full ownership of outcomes from planning through wrap-up.

• Provide world-class service to all guests visiting Baptist Health IcePlex
• Coordinate Guest Services operations in conjunction with other Guest Experience Managers
• Oversee Baptist Health IcePlex part-time event staff including recruiting, interviewing, hiring, training, and event day management
• Coordinate with the Operations and Security teams to understand staffing requirements for each session and event
• Manage and implement event day staff engagement programs along with standard operating procedures and training to promote an enhanced guest experience
• Monitor and respond to the guest feedback email account as the primary contact for inquiries
• Oversee 24/7 software and internal Point of Sale software as it relates to event day usage, reporting, tasking, maintenance, and technical support
• Develop, distribute, and maintain work schedules for the Guest Experience Coordinator, Party Hosts, and other Guest Experience staff; set up events in the payroll system, approve event-day employee hours, and process payroll following each session and event
• Develop and enforce event day staff policies and procedures
• Maintain, distribute, and track facility equipment such as radios, first-aid kits, and other event day items
• Define and manage the departmental budget and procurement of supplies and equipment; review and process payments for the department
• Collaborate cross-departmentally to support events, program promotions, and marketing initiatives
• Curate and facilitate departmental training; actively monitor and identify on-the-job training opportunities
• Address and resolve all guest inquiries, concerns, and feedback
• Work closely with the Security Team to respond to medical calls and deploy remedial actions
• Propose and implement strategies and programs to consistently improve guest satisfaction
• Ensure compliance with the Americans with Disabilities Act (ADA) during all sessions and events
• Act as Manager on Duty when assigned

Qualifications

• Minimum of 2-3 years of guest services experience required
• Minimum of 2-3 years of managerial experience preferred
• Bachelor's degree or equivalent; hospitality, sports management, or a related field is a plus
• Strong leadership and organizational skills with the ability to function effectively in a fast-paced environment
• Exceptional customer service skills including de-escalation, service recovery, coaching, people management, recruitment, training, and the ability to motivate a diverse workforce
• Strong problem-solving, analytical, and communication skills - both written and verbal
• Self-starter able to take projects and assignments from concept to completion
• Ability to read, interpret, update, and create training programs utilizing strategy documents, safety rules, operating and maintenance guides, and procedure manuals
• Working knowledge of guest service and event best practices
• Ability to speak effectively before groups of customers or employees
• Working knowledge of Microsoft Office and scheduling and payroll software
• Availability to work outside traditional business hours including nights, weekends, and holidays required

Position Type / Expected Hours of Work

This is a full-time exempt (salaried) position. Must be able to work flexible hours, including nights, weekends, and holidays as needed.

At the Florida Panthers Hockey Club, Arena Operating Company, Panthers IceDen, Sanza Food Service, War Memorial Benefit Corporation, and FLA Team Shop, we strive to make every employee feel valued and respected for who they are and the unique contributions they make. We believe that a diverse and inclusive company is a more innovative and successful company, which is why we aim to infuse diversity, equity, and inclusion (DE&I) into all aspects of our culture and our business.

We welcome all to apply and join our team.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.