Position Overview

The Manager of Guest Experience collaborates closely with the Senior Manager of Guest Experience to ensure all event staffing requirements align with facility rules, regulations, and policies. This role is a crucial part of the Guest Experience & Staffing Management team, responsible for recruiting, onboarding, scheduling staff, managing payroll, planning, delegating tasks, and coordinating various functions as needed. Additionally, the Manager coordinates staffing and event operations assignments, including preparation, organization, and management, to ensure a seamless guest experience.

This fast paced position requires a flexible work schedule, which will include evenings, weekends, and holidays. The ideal candidate will have experience working with a large employee base supervising staffing for major events.

Essential Duties and Responsibilities

Collaborate with the Sr. Manager of Guest Experience to develop and implement standards and execute recruiting, training, and coaching event staff, ensuring world class guest service and experience standards are met and upheld.
Plan and lead all aspects of recruiting, interviewing, selecting, and training part-time team members according to guidelines established by Hornets Sports & Entertainment
Utilize ABI and VenueAware software for scheduling, staffing, and managing event operations, and handle new hire and termination paperwork.
Oversee part-time payroll processing, maintain the Team Member database, and ensure compliance with department policies.
Lead Service Promise training sessions, collaborate with HR and Arena Operations on scheduling, and manage event day staff check-in and employee services.
Coordinate with both internal and external stakeholders to ensure smooth event execution and daily operations, working closely with the Event Manager.
Manage internal employee communications and respond to Team Member inquiries via multiple communication channels.
Develop & lead all Guest Experience event day operations including venue/show feedback, operational event strategies, VIP staffing needs, coordinating pre-event setups and guest service/event operations execution.
Promote and champion the Service Promise philosophy, execute R&R initiatives, and ensure all Guest Experience Team Members receive an equal and equitable experience.
Assist in managing all premium areas to ensure maximum event readiness in compliance with HSE standards.
Perform other duties as required by the manager.

Required Skills, Experience, and Abilities

To perform the job successfully, you should demonstrate the following competencies:

Bachelor’s Degree from an accredited college or university preferred
Proven experience in a leadership role within the sports, entertainment, or hospitality industry managing 200+ part-time Team including scheduling, payroll, staff deployment
Work independently, exercise judgment and initiative
Problem-solver
Ability to maintain the highest level of confidentiality
Interpersonal skills –listens to others, works well in a team environment
Excellent communication skills including written and verbal; ability to present ideas clearly and concisely
Presents self in professional manner, listens well to others, works well in a team, and interacts with all levels of organization and outside contacts
Planning and organizing – ability to prioritize work activities; uses time efficiently
Detail Oriented
Adaptability – adapts to change in the work environment, manages contending demands and is able to handle frequent changes
Dependability – consistently at work on time, follow policy and direction, responds to manager’s instructions
Strong computer skills – including all Microsoft Office software programs
Comfortable working in a fast-paced environment
Ability to work flexible hours including nights, weekends, holidays, attend HSE events and all home Hornets games

Additional Information

We provide valuable employee benefits and competitive time off policies to help you and your family lead healthy, balanced lives.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.