Overview

The Guest Services Manager is responsible for providing exceptional experiences to our guests, employees, and stakeholders. This position will lead efforts in training over 200 Guest Services Representatives; creating training programs, including overseeing all guest communication and feedback, including inquiries, concerns, and guest resolution; and event supervision. The goal is to ensure we become and remain the industry standard for excellence and ensure all our guests and staff have exceptional experiences.

This role pays an annual salary of $65,000-$75,000

Benefits for Full-Time roles: Health, Dental and Vision Insurance, 401(k) Savings Plan, 401(k) matching, and Paid Time Off (vacation days, sick days, and 11 holidays).

This position will remain open until November 6, 2026.

Responsibilities

• Directly supervise more than 250 event staff employees to strategically enhance the guest experience for over 125 events per year.
• Partner with human resources to advertise, hire, onboard, train, and supervise Guest Services Representatives, including supervisors, greeters, ticket takers, ushers, elevator attendants, and guest service desk representatives.
• Deliver Customer Service Training Program for employees within guest relations to include content around identified core values, curriculum, implementation, and evaluation.
• Manage initiatives for event staff to ensure consistency in service and venue knowledge across all levels of the venue.
• Take lead on behalf of guest services to ensure part-time staff are scheduled, briefed, deployed, and prepared for events.
• Provide resolution training to staff to deescalate and solve guest complaints or concerns during games, concerts, and special events.
• Manage the processes, procedures, and systems for guest inquiries, feedback, and complaints, and work closely with all departments and business lines to address guests both proactively and reactively.
• Measure the success of Guest Relations & Experience initiatives and evolve programs and processes as necessary based on the evaluation and feedback from internal departments and vendor partners.
• Manage processes and procedures for staff file maintenance, scheduling, uniforms, preparation of event materials, and other administrative duties associated with oversight of event staff.
• Create post-event reports and recaps of event night service incidents to identify trends and offer guidance and solutions for guest experience and operational improvements.
• Consistently evaluate the operation and use feedback and experiences to determine best courses of action.
• Develop and maintain effective working relationships with clients, partners, and all stakeholders.
• Frequent bending, lifting, sitting, exposure to multiple external elements, and extensive walking through the building.
• Perform other duties assigned.

Qualifications

• 3-5 years’ experience managing guest/fan service & experience programs in a large-scale event setting, including supervisory and decision-making responsibilities.
• Bachelor's Degree in Sport/Event Management, Hospitality, Training & Education, or Business Administration is preferred.
• Guest Services experience with large-scale events in a stadium, concert, or multi-use facility setting of a similar size (15,000 seats) is highly desirable.
• Experience servicing various stakeholders and demographics.
• Ability to manage multiple tasks and prioritize needs efficiently.
• Passion for providing the highest quality service that puts guests’ needs first.
• Creative problem solver who can identify solutions and address guest concerns efficiently and professionally while remaining calm and professional under pressure.
• Must be adaptable with the ability to work under pressure to meet deadlines.
• Ability to create and manage a collaborative and diverse workforce.
• Strong verbal and written communication skills, with an expert ability to present and
• Able to communicate new ideas and concepts effectively.
• Experience leading, motivating, and developing employees.
• A high degree of personal integrity and consistently put the interests of the organization first.
• Must be a strong communicator and cross-organizational collaborator.
• Ability to work non-traditional hours, including nights, weekends, and holidays.
• Proficient in all Microsoft Office skills, including Word, Excel, PowerPoint, etc.
• Must be able to work a flexible schedule, inclusive of weekends, nights, and holidays as required.