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 Mortgage FieldHouse— then we want to talk to YOU!

JOB SUMMARY:

The 'Director, Premium Guest Experience' is responsible for overseeing and enhancing the premium guest experience at Rocket Mortgage FieldHouse, focusing on suites, theater boxes, and exclusive season ticket member clubs. This position will report directly to the Vice President of Guest Experience and collaborate with various departments to develop and implement strategies that ensure the highest level of service for our most exclusive clientele and align the team of full-time and event-day staff in support of all events at Rocket Mortgage FieldHouse, as well as events promoted by Rock Entertainment Group. This individual will ensure that these premium areas deliver unparalleled service, creating memorable experiences for guests. The ideal candidate will be a dynamic, service-focused leader with a deep understanding of high-end hospitality and event operations.

* This position requires a flexible schedule including working nights, long hours, weekends, and occasional holidays.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Manage the premium guest experience strategy, focusing on client satisfaction, personalized service, and operational efficiency.
Lead, train, motivate and mentor a dedicated team of guest service professionals to deliver best-in-class service in all premium spaces.
Oversee the hiring, training, supervisory, disciplinary, and evaluation process for Premium Guest Experience team members.
Develop and implement tailored training programs for staff serving premium areas, emphasizing luxury service standards and personalized attention.
Collaborate with department heads, catering teams, and external vendors to ensure seamless service delivery.
Set and uphold standards of excellence for the guest experience within premium areas.
Ensure that all-inclusive food and beverage services meet and exceed guest expectations in terms of quality, timeliness, and presentation.
Act as the primary point of contact for the Premium Sales Team on event days, ensuring the needs of our Premium Guests are met and expectations exceeded.
Work closely with event and ticket operations teams to coordinate premium guest services for all events, including basketball games, hockey matches, concerts, and special events.
Oversee premium area staffing and scheduling, ensuring all areas are properly staffed to maintain service excellence.
Continuously evaluate and improve operational workflows to enhance the premium guest experience.
Track and analyze guest feedback, operational data, and financial performance to inform strategic decisions and improve service offerings.
Report on key performance indicators related to client satisfaction and service quality within premium spaces.
Stay informed about industry trends and best practices to continuously enhance the guest experience.
Oversee the ADA services and feedback follow up after events.
Special projects and tasks as assigned

REQUIRED QUALIFICATIONS:

Bachelor's degree (B. A.) from four-year college or university.
5+ years of experience in premium hospitality, event management, or a related field, with a focus on high-end clientele.
Minimum 3+ years in a management role. Strong leadership and team management skills, with the ability to inspire and develop a customer-focused team.
Experience in a sports and entertainment facility or other hospitality-oriented business such as theme parks, hotels or airlines required.
Strong leadership, communication and personnel management skills.
Experience in a high-volume, service driven environment.
Experience in creation and execution of training programs.
Ability to speak in front of audiences ranging from 10 to 400+.
Demonstrated ability to handle sensitive and confidential information and situations.
Demonstrated ability to be creative and seek proactive solutions to problems and situations before and/or after they arise with little or no supervision.
Proficient in the operation of various PC applications including Microsoft Office, Teams, Zoom etc.

A highly developed attention to detail in producing accurate materials and reports.

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.