About Us: 

Climate Pledge Arena is the complete redevelopment of an historic landmark, originally built for the 1962 Seattle World's Fair.  Sitting at the base of the Space Needle on the Seattle Center campus, the arena is home to the NHL’s Seattle Kraken, WNBA's Seattle Storm, and the world's biggest performers of live music and events. Since opening in October 2021, we have hosted over 400 public events and welcomed over 4 million guests. The arena has been awarded Sports Business Journal’s Sports Facility of the Year and Pollstar’s best new concert venue and is consistently ranked within Pollstar’s top 10 for top grossing arenas worldwide.

Seattle Arena Company, a division of Oak View Group (OVG), privately developed and now operates Climate Pledge Arena. OVG based in Denver, Colorado is a global leader in facility development, management, hospitality, and sales. Climate Pledge Arena is named after The Climate Pledge, an initiative founded by Amazon and Global Optimism asking global corporations to become net zero carbon by 2040.  We have one of the most progressive sustainability programs of any arena our size, including being the first and only arena in the world to achieve the International Future Living Institute’s first Zero Carbon Certification. 

Position Summary: 

The Manager, Hospitality & Tours supports the day-to-day operation of the Public and Private Tours department and is instrumental in creating unparalleled Premium guest experiences within the Guest Experience department at Climate Pledge Arena. The ideal candidate will possess a true passion for providing exceptional guest service and care, and will exhibit a strong aptitude for leadership, problem solving, training, and effective communication.

Essential Duties & Responsibilities: 

• Acts as the Manager on Duty for tours, private events, concerts, and other events as needed.
• Works closely with the Arena Revenue team to coordinate and improve tour operations.
• In conjunction with the Manager of Hospitality and Tours, manages a team of roughly 60 representatives.
• Supports the Senior Manager of Guest Experience in the hiring, onboarding, training, supervisory, disciplinary and evaluation processes for all part time Guest Experience Department part-time staff.
• Compiles and analyzes department post event feedback and data, noting trends and advising action as necessary.
  • Manages Tours department equipment inventory and uniforms.
  • Creates and distributes event documents as they relate to checklists, maps, staff lists, briefing sheets, reports, and recaps.
  • Responds to guest calls and emails regarding Tours and all Climate Pledge Arena events. Provides resolutions for guest concerns, especially as they pertain to staff interactions.
  • Assists the Senior Manager in the creation and standardization of the processes and procedures for the operation of Tours, Hospitality, and Guest Expereince.
  • May assist in oversight of additional event functions at the arena, other duties as assigned.

Required Experience & Qualifications: 

• 1-2 years experience managing team members in a large-scale event setting.
• Previous experience working in Hospitality, Tours or Entertainment.
• Passion for motivating and developing employees, as well as building relationships.
• Must be a creative problem solver who can identify solutions and address both employee and guest concerns efficiently and professionally while remaining calm under pressure.
• Must be adaptable with the ability to work under pressure to meet deadlines.
• Strong verbal and written communication skills, with an expert ability to present and communicate new ideas and concepts.
• Extremely organized and detail oriented, resourceful, quick learner and able to handle multiple projects simultaneously.

• Must be a fierce communicator and cross-organizational collaborator.

Working Conditions: 

• Minimal Travel (<10% travel): May be required to travel. Trips may require air travel and/or overnight stay away from home for one or more nights.  

• Must be able to work a flexible schedule inclusive of weekends, nights and holidays required 

• Frequent bending, lifting 15-20 pounds, sitting, exposure to multiple external elements, extensive walking through the building including inclines and stairs. 

Compensation:  

• In accordance with the Washington State Equal Pay and Opportunity Act, the expected base pay range for this position is $80,000 - $100,000 annually. Actual base pay will depend on employee’s experience and other job-related factors permitted by law.  

• This role is classified as full-time, exempt, with majority of work based in-person at Climate Pledge Arena. 

Benefits & Perks:  

• Company-paid medical, dental, and vision insurance, including premiums for eligible dependents enrolled in the plans  

• Company-paid life insurance and short- & long-term disability insurance  

• 401k (pre-tax and Roth) with Company match up to 4%  

• Kraken ticket stipend and employee only pre-sale opportunities to non-Kraken events  

• Annual wellness stipend for mental & physical health  

• Monthly cell phone stipend  

• 15 vacation days, 10 personal holidays, and accrued sick time  

• Minimum 10 paid holidays per year  

• Paid parental leave  

• Company-paid Orca, local transit card  

• Corporate office located at Climate Pledge Arena; complimentary Arena garage parking offered  

• Employee meal perks  

• Company-paid employee assistance program and Headspace subscription  

• Company-wide recognition platform  

• Flexible spending accounts and voluntary accident, critical illness, and hospital indemnity insurance available  

• Discounts at the Kraken Team Stores, Kraken Community Iceplex, 32 Bar & Grill, and other partners 

Our Commitment to Diversity, Equity, and Inclusion in Hiring: 

Climate Pledge Arena aspires to write a new playbook in sports and entertainment that includes everyone. In alignment with this vision, if you don’t meet every job requirement listed—or if you haven’t worked in the industry or are still learning about the industry—we still encourage you to apply. We understand you may bring other relevant experiences and expertise to help us become the highest performance organization we can be. One of our core values is ‘Make Us Better’ and we recognize diversity, equity and inclusion as a critical business strategy. 

If you’d like to request an accommodation in the application or interview process, please let us know by emailing: [email protected]. 

Seattle Hockey Partners, LLC and Seattle Arena Company, LLC are proud to be an equal opportunity workplace. We do not discriminate on basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or any protected category prohibited by local, state or federal laws.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.