Cleveland Cavaliers

Cleveland Cavaliers

Manager, Premium Guest Experience

Cleveland Cavaliers - Manager
Cleveland · OH
Event Guest Relations · Fan Development
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Cavaliers Holdings LLC is committed to delivering epic experiences for our fans, team members, community, and the world. Fueled by a diverse, equitable and inclusive culture, we strive to recruit individuals that will be enthusiastic and purposeful in carrying out our vision as Transformative Leaders in Sports and Entertainment. If you are ready to work in the fast-paced and high-energy setting of the Cavs, Monsters, Charge, Legion and Rocket Arena— then we want to talk to YOU!



JOB SUMMARY:

The Manager, Premium Guest Experience is responsible for supporting and executing the premium guest experience at Rocket Arena, with a focus on suites, theater boxes, and exclusive season ticket member clubs. This position will report to the Director of Guest Experience and work closely with multiple departments to help implement strategies that ensure exceptional service for our premium clientele. The Manager will oversee and guide a team of full-time and event-day staff to deliver seamless operations across Rocket Arena events and Rock Entertainment Group–promoted events. The ideal candidate is a hands-on, service-driven leader with strong knowledge of hospitality operations and a passion for exceeding guest expectations.

This position requires a flexible schedule including evenings, weekends, long hours, and occasional holidays.

ESSENTIAL DUTIES & RESPONSIBILITIES:

  • Support the development and execution of premium guest experience initiatives, ensuring consistency in service and operational excellence.
  • Supervise, coach, and motivate Premium Guest Experience team members to deliver high-quality service across premium spaces.
  • Assist in hiring, training, scheduling, and performance evaluations for Premium Guest Experience staff.
  • Deliver training programs focused on luxury service standards and client-focused engagement.
  • Partner with catering, operations, and other departments to ensure smooth day-of-event service delivery.
  • Monitor and uphold service standards within all premium areas to maintain a high-level guest experience.
  • Support food and beverage execution, ensuring quality and timeliness exceed guest expectations.
  • Act as a secondary point of contact to the Premium Sales Team on event days, working to address premium guest needs in real time.
  • Collaborate with event operations and ticketing teams on premium guest logistics for concerts, sporting events, and special events.
  • Manage event-day staffing assignments and scheduling, ensuring all positions are staffed appropriately.
  • Lead regular evaluations of workflows and propose improvements to enhance efficiency and guest satisfaction.
  • Track guest feedback and report observations to leadership to support continuous improvement.
  • Contribute to ADA service coordination and guest follow-up processes.
  • Assist with special projects and other related duties as assigned.

REQUIRED QUALIFICATIONS:

  • Bachelor’s degree (B.A.) from a four-year college or university, or equivalent experience.
  • 3–5 years of experience in premium hospitality, event management, or a related field, preferably in a sports or large entertainment venue with high-end clientele.
  • Minimum 2+ years of supervisory or team leadership experience.
  • Strong leadership and team-development skills, with the ability to guide a service-focused staff.
  • Proficiency in Microsoft Office and collaboration tools such as Teams and Zoom.
  • Experience assisting with or executing training programs.
  • Strong written and verbal communication skills with ability to present to groups of varying sizes.
  • Excellent attention to detail and organization in a fast-paced, high-volume environment.
  • Ability to handle sensitive information and escalating guest issues with professionalism.
  • Proactive problem-solving skills and adaptability in dynamic environments.


We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.