Manager, Guest Experience Operations
- Oversee Guest Experience operations for Atlanta Hawks games and State Farm Arena events, driving strategic initiatives that enhance service quality, team performance, and overall guest satisfaction.
- Serve as a cultural ambassador by living the SMILE values: Southern Hospitality, Make a Moment, Individuals Matter, Listen & Learn, and Empowerment. Inspire teams and elevate guest experiences through intentional leadership and authentic service.
- Cultivate an inclusive and caring environment where employees feel valued and empowered to bring their full selves to work, driving excellence in performance and guest service
- Oversee and manage the full inventory lifecycle of Guest Experience equipment and premium assets for all events hosted at State Farm Arena, including concerts, sporting events, and special activations
- Maintain accurate inventory records using digital tracking systems; monitor usage trends, identify shortages, and initiate timely reorders or repairs to ensure operational readiness and exceptional guest service delivery
- Champion employee recognition initiatives that foster inclusivity, strengthen team cohesion, and celebrate individual and team achievements.
- Develop and implement a comprehensive rewards and recognition strategy aligned with organizational goals and values
- Facilitate feedback channels to capture employee sentiment around recognition efforts
- Analyzed guest service data to uncover trends and service gaps, designing targeted action plans and cross-functional training programs that enhanced team performance and elevated overall guest satisfaction.
- Provide evaluations, continuous feedback, and coaching to part-time team members, prioritizing development and performance improvement. This individual will lead with a coaching-first approach, fostering growth and accountability, while also managing disciplinary actions when necessary to uphold team standards and operational excellence.
- Serve as a key contributor to the SMILE and leadership training team, facilitating engaging and impactful sessions that support team member development and drive excellence in guest experience and operations
- Performs other related duties as required.
- Three years or more of event or related professional experience managing part-time staff, preferably within the Sports and Entertainment Industry experience
- Proven experience leading and managing high-performing teams, including direct reports
- Excellent written and verbal communication skills, as well as effective interpersonal skills
- Ability to stand, sit, crouch, and bend throughout the course of daily activities
- Must be detail-oriented and organized with an ability to multitask and adapt to change
- Strong time management skills with a consistent track record of meeting deadlines in a fast-paced environment
- Innovative leader with a talent for thinking big and working backward to translate vision into actionable strategies that drive meaningful results
- Demonstrate expertise in Microsoft Office Suite, with the ability to create high-impact documents, analyze and visualize data, develop executive-level presentations, and manage communications efficiently.
- Visionary servant leader with a deep passion for empowering others and crafting exceptional guest experiences through empathy, innovation, and operational excellence.
- Must have a flexible schedule, with the ability to work nights, weekends, and holidays as necessary
- Bachelor’s degree is preferred; however, an equivalent combination of education and experience will also be given consideration
- Excellent leadership and communication skills, with the ability to engage and influence stakeholders at all levels
- Performance-driven leader with a relentless focus on achieving strategic goals, fostering a culture of excellence, and maintaining uncompromising service standards
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