Manager, Guest Experience

4 weeks ago

Sunrise, United States The Florida Panthers Full time

The Florida Panthers are a community focused organization led by an authentic management team that served our country and now serves the South Florida community. The organization is on the rise and is experiencing success both on and off the ice. Led by General Manager Bill Zito, the Panthers are coming off their best season in franchise history. Off the ice, the business is experiencing growth across all key metrics and our revenue is at an all-time high. The organization is expanding outside of Amerant Bank Arena via the renovation of the FTL War Memorial/Baptist Health IcePlex in downtown Fort Lauderdale. This state-of-the-art ice facility will feature two regulation-size rinks, including a team practice rink with stadium seating, the Panthers' new practice facilities spanning over 33,000 sq.ft. of offices and off-ice training facilities, and a 4,000-capacity music theatre for live entertainment. The future is bright, and we are very proud of what we are building in South Florida.

**Job Title: Manager**:Guest Experience - Amerant Bank Arena
**Department**: Guest Experience
**Reports To**: Vice President, Event Services
**FLSA**: Exempt
**Employment Type**: Full-Time
**Location**: Amerant Bank Arena, Sunrise, FL

**Job Summary**:
**Essential Functions**:

- Provides world class service to all guests visiting Amerant Bank Arena.
- Coordinates Guest Services operations in conjunction with the current Manager, Guest Experience.
- Oversee Amerant Bank Arena Part-Time Event Staff to include recruiting, interviewing, hiring, training, and event day responsibilities.
- Coordinate with Event Services team to understand staffing requirements and needs for each event.
- Create, implement, and grow recognition program with the Human Resources department.
- Manage and implement game day staff engagement programs along with standard operating procedures and trainings to promote enhanced guest experience.
- Oversee 24/7 software as it relates to game day usage and reporting including but not limited to staffing, training, maintenance, and technical support of the program.
- Develop, distribute, and maintain work schedules for the Guest Experience Coordinator, Supervisors and Event Staff; process payroll following each game and event.
- Set up events in payroll system and approve gameday employee hours.
- Develop and enforce gameday staff policies and procedures.
- Maintain, distribute, and track arena equipment such as ticket scanners, radios, etc.
- Define and manage the departmental budget and procurement of supplies, uniforms and other items; review and process payments for department.
- Collaborate cross-departmentally to assist game day events, ticket promotions and marketing initiatives.
- Curate and facilitate pre-season and mid-season trainings, as well as actively monitor and identify onthe-job training opportunities.
- Address and resolve all guest inquiries, concerns, and feedback.
- Work closely with the John's Eastern to respond to medical calls, assess potential claims and deploy remedial actions
- Administrator for 24/7 Incident Management platform, including but not limited to staffing, training, maintenance, and technical support of the program.
- Maintain Lost and Found program within 24/7, inclusive of intake, indexing, inventory management and addressing of guest inquires.
- Propose and implement strategies and programs to consistently improve guest satisfaction.
- Serve as organization's American with Disabilities Act (ADA) Coordinator, providing constant review and advancement of the program; ensure compliance during all games and events.
- Hire, train, develop and manage the Coordinator, Guest Experience
- Act as "Manager on Duty" for all events as assigned.

**Qualifications**:

- Bachelor's degree in hospitality, sports management, or related field is required.
- A minimum of 2-3 years of guest services experience is required.
- A minimum of 2-3 years of managerial experience is preferred.
- Strong leadership and organizational skills and ability to function in a fast-paced environment.
- Strong written and oral communication skills
- Exceptional customer service and leadership skills, including but not limited to de-escalation, service recovery, coaching, people management, recruitment, training, and the ability to motivate a diverse workforce.
- Must possess strong problem solving, analysis and communication skills, both in written and oral.
- Self-starter able to take projects and assignments from concept to completion.
- Working knowledge of guest service and event best practices and near misses.
- Ability to speak effectively before groups of customers or employees of the organization.
- Working knowledge of Microsoft Office and ABI Scheduling System
- Availability to work outside traditional business hours, including nights, weekends, and holidays is required.
- Ability to speak Spanish will be considered a plus.

**Position Type/Expected Hours of Work**:
This is an exempt (salary). Must

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