Manager of Guest Experience

The Manager of Guest Experience is a dynamic, service-driven leader and strategic partner within the Hornets Sports & Entertainment (HSE) Guest Experience (GE) team. This role plays a critical part in elevating the Spectrum Center into a premier destination in sports and entertainment by delivering exceptional, memorable guest experiences.

This leader will balance reactive guest recovery with proactive innovation—developing creative “Surprise & Delight” moments for both guests and team members. They will continuously evaluate and enhance processes to improve the overall experience for internal and external stakeholders.

With a strong focus on professional development, the Manager will empower team members to bring authentic, energetic, and service-minded personalities to every interaction throughout their employment lifecycle. They will also prioritize coaching, mentoring, and developing both direct reports and supervisory leaders.

As a culture carrier, this individual will champion the C.R.O.W.N. standards:

Create a connection. Respond with purpose. Own the moment. Win every interaction. Now is the time to act.

Core Values

The Charlotte Hornets organization embodies the following core values

• Integrity
• Teamwork
• Competitiveness
• Candor
• Accountability
• Resilience

Essential Duties and Responsibilities

People Management

• Partner with HR and recruiting teams to design and execute hiring events that attract high-energy, service-oriented candidates aligned with C.R.O.W.N. values.
• Lead the selection and onboarding of Guest Experience Ambassadors, ensuring a strong and sustainable talent pipeline
• Maintain optimal staffing levels to exceed event operational needs.
• Support and deliver C.R.O.W.N. service training and onboarding programs, including “Welcome to the Four.”
• Coach, mentor, and develop supervisors and team members to build a high-performing, engaged workforce.
• Serve as a subject matter expert in workforce management systems (e.g., ABI MasterMind) to manage scheduling, payroll, labor costs, and reporting.
• Collaborate in Arena People Leader meetings to share best practices, enhance team member experience, and support recognition initiatives.

Operational Management

• Partner cross-functionally with HSE departments to plan and execute seamless event-day operations.
• Serve as the Guest Experience Point of Contact (POC) during games and events, leading frontline teams and supervisors.
• Drive exceptional service delivery across key areas, including building exteriors, entry points, main concourses, and premium spaces.
• Collaborate with arena leadership to improve ingress strategies, ensuring a fast, friendly, and efficient entry experience.
• Oversee guest recovery efforts, VIP activations, and special event experiences.
• Manage Lost & Found operations and ensure timely guest follow-up.
• Oversee Sensory Rooms, Parent Rooms, Guest Experience Booths, and Kids Club activations.
• Act as liaison with internal departments (Fan Experience, Ticketing, Partnerships, Community Impact) for event-day activations.
• Maintain proficiency in operational platforms (e.g., ticketing systems, reporting tools, and internal software).

Required Skills, Experience and Abilities

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

• 3–5 years of leadership experience in sports & entertainment, hospitality, retail, or a related industry.
• Proven ability to lead and develop high-performing teams, including both hourly and salaried staff.
• Strong communication and interpersonal skills with the ability to influence, collaborate, and build trust.
• A people-first, solutions-oriented leadership style with a commitment to team success.
• Strategic thinker with the ability to translate vision into actionable plans and measurable results.
• Proficiency in Microsoft Office Suite, with the ability to analyze data and create impactful presentations.
• Adaptability and flexibility in a fast-paced, evolving environment.
• Ability to work a flexible schedule, including nights, weekends, holidays, and all Hornets home games and events.

Preferred Qualifications

• Bachelor’s degree in a related field, or equivalent combination of education and experience.
• Demonstrated success in a Manager-level (or higher) leadership role.
• Track record of driving performance, building strong team cultures, and achieving strategic goals.

Additional Information

This is a full time benefit eligible position. HSE is dedicated to creating and upholding a welcoming environment that celebrates diversity.

HSE provides valuable 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. All requests for medical or religious accommodations to perform the stated job duties will be considered.