Manager, Guest Experiences
About the Position
We are looking for a passionate and high energy Manager to develop and execute all aspects of our Guest Experiences business plan to support the overall business strategy at Chase Center. In this role, you will lead and direct team members by modeling hands-on guest involvement while promoting collaboration between your team and beyond. This position reports to the Senior Director, Guest Experiences.
Come share your expertise while learning more about this growing sports and entertainment organization that values your initiative and dedication!
This is a full-time position based onsite in San Francisco, CA.
Key Responsibilities
- Manage a team of full-time leaders and part-time assistants that hire, train, schedule and manage approximately 500 team members (e.g., Supervisors, Guest Services Representatives, Concierges and Ambassadors)
- Support and resolve guest recovery during and post event
- Partner with People Operations to enforce the Guest Experience Uniform and Attendance policy in line with the Guest Experience Handbook, Chase Center policies and values; ensure the proper documentation and coaching of team members related to the Union CBA and GSW Handbook
- Ensure the Chase Center Guest Communications operation provides exceptional and timely service
- Participate in the Guest Experience Manager on Duty rotation for events at Chase Center and other sites as needed
- Evaluate and support continuous training of team members to develop key skills and behaviors in alignment with our values
- Create key initiatives in partnership with other departments to support the Guest Experiences mission
- Support the development of programs and policies that enhance the guest and employee experience for diverse demographics
- Maintain strong relationships with internal and external building partners pre and during events to create a safe and clean event environment
- Ensure compliance with union contracts and state and federal regulation
- Other duties as assigned
Required Experience & Skills
- Bachelor's degree or equivalent work experience
- Minimum 5 years of hands-on, large-scale event and front-line leadership experience in the sports/entertainment industry within a union environment
- Knowledge of Americans with Disabilities Act (ADA) regulations
- People management experience; ability to motivate and lead a team to create a positive and upbeat work environment for all
- Ability to learn and memorize procedures and documents such as safety rules and standard operating procedures
- Proven self-starter with a growth mindset who takes pride in finding efficiencies and improving processes
- Proficiency in Microsoft Office Suite and Google Suite; working knowledge of payroll systems (UKG Pro, Kronos and STARS); experience using payroll scheduling software a plus
- Excellent written and verbal communication, customer service and resolution skills
- Ability to build positive relationships with clients and peers while exceeding expectations
- Ability to balance multiple projects at once in a fast-paced work environment
Time Commitment
- Ability to work most games and events as well as extended hours, including nights, weekends, on-call status, and holidays as needed
Compensation
- $74,000 - 78,000 + Bonus
- Comprehensive Medical, Dental and Vision benefits for employees and dependents
- Employer 401K match
- Vacation, Summer Half-Day Fridays and a generous paid time off plan for pregnancy and parental leaves
- Warriors home tickets, team store discount and more!
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Golden State Warriors is an equal opportunity employer.
We will ensure that qualified applicants with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
Want to learn more about who we are and what we value? Visit www.warriors.com/employment
