Manager, Guest Experience - Training & Development

  Sports Facility
  Central Region
  Posted/Updated: 08/18/21

Job Summary

This person is responsible for establishing and maintaining a positive work environment, providing leadership to set and maintain exemplary service standards, and ensuring a positive guest experience. This position shares other management responsibilities with the Guest Experience Management team.  You must demonstrate flexibility,  teamwork, and be committed to helping staff achieve professional and organizational goals while working quickly, efficiently, and enthusiastically in a fast paced, dynamic work environment.

  • Serve as a main point of contact for any guest concerns.

  • Maintain an exemplary level of customer service.

  • Maintain effective communication that meets the needs of the business and all front-line staff for daily operations, activities, and events.

  • Develop and maintain a dependable staff that meet the operational needs of the business.

  • Build and support an effective training and rewards program for the Guest Experience staff.  

  • Assist with guest services policy and procedure development and compliance.

  • Support other Guest Service Manager’s in hiring and effective management for their areas of oversight.

  • Work with the Senior Manager, Guest Experience to set and support professional development targets.

  • Design and implement plans to enhance guest experiences.

  • Contribute to improving the guest experience by alerting appropriate departments when problems arise and handling guest complaints and emergencies in a timely manner.

  • Ensure compliance and administration of current union labor contract.

  • Gather all needed information and populate report for weekly event preparation meetings.

  • Facilitate regular department meetings to address recurring issues or areas of opportunity.

  • Position requires the ability to work a flexible schedule, including evenings, weekends, and holidays.

  • Must be able to perform in a fast-paced, dynamic work environment.

  • Other duties as assigned.


  • College degree or 3+ years in relevant field

  • Leadership/management experience

  • Excellent customer service skills

  • Experience hiring, training, scheduling, managing, and motivating a large part time staff.

  • Strong observation skills and desire to be proactive addressing guest needs.

  • Creative problem-solving skills

  • Strong interpersonal skills including the ability to work in a team environment.

  • Ability to work with a diverse population.

  • Excellent oral and written communication skills

  • Strong organization and time management skills

  • Proficient in Word, Excel, Power Point, ISS 24/7, Time and attendance, etc.

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