What are the responsibilities and job description for the Manager, Guest Experience position at Tampa Bay Lightning?
Job Summary
The Guest Experience team are kind, curious, competent, and compassionate people. We are passionate in our quest to deliver the very best in guest experience during every interaction with our guests. We respect our guests, want them to have a fantastic time in our venues, whether watching Lightning Hockey, Legendary Concerts, or USF Athletics. It is our mission for each guest that visits one of our venues to experience the best memories to be made in the sports and entertainment industry. Exceeding expectations is the standard and we will work our hardest to ensure the best guest experience in North America.
The Manager, Guest Experience values guests and is committed to providing positive impressions while delivering World Class Service. This position plays a vital role in creating a clean, safe, and enjoyable experience for our guests and employees. The Manager, Guest Experience will build and train a department of frontline staff that deliver memorable moments during Lightning Hockey, Legendary Concerts, and USF Athletics. The Manager, Guest Experience will determine appropriate staffing levels that bring to life positive guest experiences at all events. This position serves the organization by successfully executing its mission to deliver the best guest experience in North America. Service is truly a core pillar in daily tasks and culture building for this position.
Essential Duties & Responsibilities
Hiring, training, deploying, and developing a frontline staff of 300 committed individuals, including assistant managers, supervisors, ushers, ticket takers, elevator operators, plaza team members, concierges, and suite hosts
Bring to life the service vision of a world-class organization while being an excellent steward of finances and budgeting
Work in tandem with other Guest Experience Manager to accomplish tasks and achieve organizational goals
Determine staffing levels and execute operational plans towards the seamless success of each event
Work closely with all departments to establish and refine all processes for guest interaction, feedback, and conflict resolution.
Develop and deliver department specific training annually or as needed
Ability to fully understand the intricacies of each event to generate an event coverage calendar.
Serve as an advocate for frontline direct reports and ensure they have all resources to successfully perform their job duties.
Accountable for the uniform process for the department
Manage and schedule the Guest Experience Office Assistant and Front Desk Receptionist
Schedule, prepare deployments, event sheets, suite logs, event packets for the Guest Experience Department
Manage the Lost and Found Program (this includes but is not limited to; logging items in ABI, storing valuables and objects in a locked area and providing the item back to the rightful owner)
Offer event crowd management and provide ADA compliance
Perform other duties as needed
Supervisory & Management Responsibilities
Direct oversite over 345 Part-Time Guest Experience employees
Game/Event Responsibilities
Game/Event Night responsibilities: Yes
Approximate number of events worked per year: 100
Qualifications
Brings 3-5 years of leadership experience in managing staff
Bachelor’s Degree preferred in Sports and Entertainment Management or relevant focus
Minimum of 2-3 years of experience in a Guest Experience role, preferably in the Sports and Entertainment Industry
Ability to remain calm and focused during times of stress and is extremely adaptable
Excellent ability to establish rapport and the ability to build strong interpersonal relationships with direct reports, colleagues, and senior leadership
Ability to communicate clearly in a professional manner both verbally and written
Exhibit good judgment, make sound decisions quickly, be proactive and anticipate needs of guests
Ability to meet tight deadlines, multi-task proficiently, work well under pressure with attention to detail and be creative with solutions to guests needs
Ability to relate to a diverse guest and employee base
Proficiency in Microsoft Word, Excel, and Outlook
Knowledge of ABIMM preferred
Knowledge in incident management software
Working Conditions
Ability to work efficiently and effectively in office and arena environment that can be exciting, loud and distracting
This is an onsite role; flexibility to work a minority of time remotely.
Ability to work extended hours including late nights, holidays, and weekends as needed
Ability to work prolonged periods sitting at a desk and working on a computer.
Ability to lift/carry/move up to 25lbs
Ability to work in cold/hot indoor and outdoor temperatures
Ability to commute to various venues throughout the Greater Tampa Bay Area
Ability to work in areas that can become crowded with equipment and/or people
Ability to stand on feet for long periods of time, walk long distances and climb stairs.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.