Our Common Purpose:
Enterprise Center, Stifel Theatre, and the St. Louis Blues are dedicated to creating a culture that fosters a genuine connection with the community, our guests, and one another through a passionate commitment to world-class hospitality.
Overview:
The Guest Experience Manger (Premium Experience) is responsible for leading the guest experience and concierge staff with a focus on premium spaces and elevated guest touchpoints. Reporting to the Senior Manager, Guest Experience, this role sets the standard for hospitality excellence by ensuring premium guests receive seamless, personalized, and memorable experiences.
The Manager provides direction and coaching to a large part-time staff, establishes best practices, and creates strategies that align with the organization’s vision of service excellence. The role requires a balance of operational leadership, team development, and guest-facing interaction in a high-volume, fast-paced event environment. Candidates must be self-motivated, adaptable, and able to lead under pressure while building a culture of accountability, consistency, and enthusiasm.
Specific Responsibilities:
• Provide leadership and supervision for all guest experience staff.
• Oversee premium services event staff/team members.
• Serve as the primary point of contact for guest concerns in suites and premium spaces.
• Implement and monitor service standards designed to create consistent, elevated guest experiences.
• Partner with internal departments (Premium Sales, Food & Beverage, Security, etc.) to ensure a seamless premium guest journey.
• Anticipate guest needs and proactively resolve issues with creativity, empathy, and efficiency.
• Develop and maintain a reliable and service-oriented staff that meets the operational needs of the business.
• Support compliance with Guest Experience policies, procedures, and union labor agreements.
• Coordinate with Guest experience Managers to align on best practices across all event functions.
• Monitor inventory of hospitality and guest experience supplies, ensuring readiness for all events.
• Prepare and present reports for weekly event preparation meetings.
• Facilitate regular staff briefings, department meetings, and debriefings to address issues and align best practices.
• Provide coaching, performance feedback, and recognition to motivate staff and build a high-performing team culture.
• Contribute to special projects that enhance the overall guest experience culture and fan experience.
• Ensure compliance and administration of current union labor contracts.
• Provide direct supervision during events, ensuring staff coverage, service delivery, and guest engagement meet expectations.
• Act as a visible leader in the building, engaging directly with premium guests and front-line staff.
• Support resolution of guest complaints, emergencies, or operational challenges in real time.
• Perform other related duties as assigned.
Qualifications:
• Bachelor’s degree in hospitality, business, or related field; or 3+ years of relevant leadership experience in event services, hospitality, or premium guest management.
• Demonstrated success in leading, motivating, and managing large part-time teams.
• Strong interpersonal skills with ability to engage, influence, and build relationships with a diverse workforce and guest base.
• Excellent communication skills (oral and written) with the ability to address both staff and executive leadership.
• Skilled in conflict resolution, problem-solving, and guest recovery.
• Ability to manage multiple priorities in a high-volume, dynamic environment.
• Strong organizational skills and the ability to manage multiple priorities under pressure.
• Proficiency in Microsoft Office Suite and event management platforms (Word, Excel, PowerPoint, ISS 24/7, time and attendance systems).
• Ability to work a flexible schedule, including evenings, weekends, and holidays.
• Ability to stand/walk for extended periods and navigate a multi-level facility; occasional lifting of up to 25 lbs. may be required.
• CPR, First Aid, or crowd management certifications preferred (or willingness to obtain).
Continuing Education:
• Completion of yearly security officer re-certification training to maintain an active security license.
• Participation in annual management and service-oriented professional development training as approved in department budget.
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.
