Guest Experience Manager

The opportunity Delaware North Boston Holdings is hiring a full-time Guest Experience Manager to join our team at TD Garden in Boston, Massachusetts. As a Guest Experience Manager, you will be responsible forleadingthe Guest Experience team, ensuring alignment with organizational goals and a best-in-class guest experience.If you thrive on excitement and want your workday to fly by, to join the game day action. Pay Minimum – Anticipated Maximum Base Salary: $65,300 – $88,200 / year In addition to base salary, we offer an annual bonus plan based on company and individual performance, or a role-based, uncapped sales incentive plan. The advertised pay range represents what we believe at the time of this job posting, that we would be willing to pay for this position. Only in special circumstances, where a candidate has education, training, or experience that far exceeds the requirements for the position, would we consider paying higher than the stated range. Information on our comprehensive benefits package can be found at What we offer At Delaware North, we care about our team members’ personal and professional journeys. These are just some of the benefits we offer: Medical, dental, and vision insurance 401(k) with up to 4% company match Annual performance bonus based on level, as well as individual, company, and location performance Paid vacation days and holidays Paid parental bonding leave Tuition and/or professional certification reimbursement Generous friends-and-family discounts at many of our hotels and resorts What will you do? Develop and implement training programs, performance feedback processes, and continuous improvement initiatives that strengthen individual, team, and departmental performance Establish and refine guest service procedures, response protocols, and follow up processes to effectively address service disruptions and enhance the guest experience Oversee Guest Experience staffing, scheduling, budgeting, and event daylogisticsto support efficient operations and service excellence Create and execute event game plans and staffing strategies that maximize operational effectiveness, compliance, and guest satisfaction Manage labor relations by ensuring compliance with collective bargaining agreements and partnering with Human Resources on workforce matters Direct front of house Guest Experience operations and lead recruitment, onboarding, training, performance management, and staff development efforts Supervise North Station operations including bag check and concert merchandise services while driving revenue andmaintainingevent readiness Ensure Guest Experience and North Station facilities are properly staffed,maintained, and prepared to deliver exceptional service at all events More about you Minimum of 5yearsof experience in event or hospitality management,logistics,and coordination Strong interpersonal, organizational,communication, andanalytical skills Ability to multitask and handle multiple events Leadership experience and skills to oversee all aspects of ateam of 300+ Professional demeanor with the ability to remain calm, make sound decisions, and stay positive in stressful situations Experience in a union environment is aplus NBA or NHL arena experienceisaplus Ability to understand and work with computerized ticket systems to troubleshoot and support guests in event and at entry Physical requirements Ability to push up to 300 pounds Source: Hospitality Online #J-18808-Ljbffr Delaware North at TD Garden