Manager, Guest Experience

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

Job Summary

The Guest Experience team are kind, curious, competent, and compassionate people.We are passionate in our quest to deliver thevery bestin guest experience during every interaction with our guests.We respect our guests, want them to have a fantastic time in our venues, whether watching Lightning Hockey, Legendary Concerts, or USF Athletics.It is our mission for each guest that visits one of our venues to experience the best memories to be made in the sports and entertainment industry.Exceeding expectations is the standard and we will work our hardest to ensure the best guest experience in North America.

The Manager, Guest Experience values guests and is committed to providing positive impressions while delivering World Class Service. This position plays a vital role in creating a clean, safe, and enjoyable experience for our guests and employees.The Manager, Guest Experience will build and train a department of frontline staff that deliver memorable moments during Lightning Hockey, Legendary Concerts, and USF Athletics. The Manager, GuestExperience willdetermineappropriate staffinglevels that bring to life positive guest experiences at all events.This position serves the organization by successfully executing its mission to deliver the best guest experience in North America.Service is truly a core pillar in daily tasks and culture building for this position.

Essential Duties & Responsibilities

• Hiring, training, deploying, and developing a frontline staff of 300+ committed individuals, including assistant managers, supervisors, ushers, ticket takers, elevator operators, plaza team members, concierges, and suite hosts
• Bring to life the service vision of a world-class organization while being an excellent steward of finances and budgeting
• Work in tandem with other Guest Experience Manager toaccomplishtasks and achieve organizational goals
• Determinestaffing levels and execute operational plans towards the seamless success of each event
• Work closely with all departments toestablishand refine all processes for guest interaction, feedback, and conflict resolution.
• Develop and deliver department specific training annually or as needed
• Ability to fully understand the intricacies of each event to generate an event coverage calendar.
• Serve as an advocate for frontline direct reports and ensure they have all resources to successfully perform their job duties.
• Accountable for the uniform process for the department
• Manage and schedule the Guest Experience Office Assistant and Front Desk Receptionist
• Schedule, prepare deployments, event sheets, suite logs, event packets for the Guest Experience Department
• Manage the Lost and Found Program (this includes but is not limited to; logging items in ABI, storing valuables and objects in a locked area and providing the item back to the rightful owner)
• Offer event crowd management and provide ADA compliance
• Perform other duties as needed

Supervisory & Management Responsibilities

• Direct oversight over 345+ Part-Time Guest Experience employees

Game/Event Responsibilities

• Game/Event Night responsibilities: Yes
• Approximate number of events worked per year: 100+

Qualifications

• Brings 3-5 years of leadership experience in managing staff
• Bachelor's Degree preferred in Sports and Entertainment Management or relevant focus
• Minimum of 2-3 years of experience in a Guest Experience role, preferably in the Sports and Entertainment Industry
• Ability to remain calm and focused during times of stress and is extremely adaptable
• Excellent ability toestablishrapport and the ability to build strong interpersonal relationships with direct reports, colleagues, and senior leadership
• Ability to communicate clearly in a professional manner both verbally and written
• Exhibit good judgment, make sound decisions quickly, be proactive andanticipateneeds of guests
• Ability to meet tight deadlines, multi-task proficiently, work well under pressure with attention to detailand be creative with solutions to guests needs
• Ability to relate to a diverse guest and employee base
• Proficiencyin Microsoft Word, Excel, and Outlook
• Knowledge of ABIMM preferred
• Knowledge in incident management software

Working Conditions

• Ability to work efficiently and effectively in office and arena environment that can be exciting,loudand distracting
• This is an onsite role; flexibility to work a minority of time remotely.
• Ability to work extended hours including late nights, holidays, and weekends as needed
• Ability to work prolonged periods sitting at a desk and working on a computer.
• Ability to lift/carry/move up to25lbs
• Ability to work incold/hot indoor and outdoor temperatures
• Ability to commute to various venues throughout the Greater Tampa Bay Area
• Ability to work in areas that can become crowded with equipment and/or people
• Ability to stand on feet forlong periodsof time, walk long distances and climb stairs.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.