Director of Guest Experience
- Support recruitment, onboarding, scheduling, and performance management to ensure a high-performing team.
- Oversee daily operational planning for events, ensuring coverage, preparedness, and team communication.
- Foster a positive team culture that aligns with HSE values and prioritizes guest-first service.
- Design and deliver training for all part-time guest-facing staff, ensuring service, consistency, and excellence in service quality across all roles and events.
- Act as a champion of “white glove” service across all touchpoints, from entry to exit.
- Oversee day-of-event execution of all guest services functions, including the Guest Experience Booths, ADA accommodations, fan engagement activities, and staff deployment.
- Oversee lost and found, arena tours, and other core guest service operations
- Analyze guest feedback and data to identify trends, improve service delivery, and to inform strategic decisions.
- Serve as a key point of contact for escalating guest issues, ensuring a timely and effective resolution
- Assist the VP in developing and executing department strategies that align with organizational goals.
- Lead special projects that enhance the fan journey and introduce new service offerings or technologies.
- Stay informed of industry trends and best practices to keep Spectrum Center at the forefront of guest experience.
- Represent Guest Experience in cross-functional meetings, planning sessions, and event briefings.
- Work closely with departments such as Marketing, Security, Ticket Sales, and Arena Operations to deliver seamless event execution.
- Support initiatives to promote accessibility, ADA compliance, and inclusive practices in the guest experience framework.
- Assist in budget planning, resource allocation, and inventory management for the department.
- Track KPIs and report on guest satisfaction metrics, team performance, and operational efficiency.
- Maintain department documentation, procedures, and communication tools.
- Bachelor’s degree from an accredited college or university required; hospitality, business, or sports management preferred.
- Minimum of 5 years of progressive experience in guest services, customer experience, or hospitality—preferably in a sports or entertainment venue.
- Proven leadership experience with the ability to motivate, coach, and inspire diverse teams.
- Ability to use data and guest feedback to drive continuous improvement.
- Strong problem-solving skills and composure under pressure in a fast-paced environment
- Strong problem-solving and conflict-resolution skills with a guest-first mindset.
- Excellent interpersonal, verbal, and written communication skills.
- The ability to work extended hours including nights, weekends, and holidays as required by the event schedule.
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