Guest Experience Specialist

Guest Experience Specialist

A professional basketball team and state-of-the-art arena/entertainment venue that specializes in creating memorable experiences for each guest we interact with. Some of our favorite things are live sports, concerts, comedy shows, family shows, and most any other world-class event you can think of, and we're looking for someone who shares the same interests. We live for the fast-paced world of sports & live entertainment, and as such, we work hard, run fast, execute flawlessly, and party it up when it all comes together. Lastly, we strive to deliver wonderful experiences that create lasting memories, and we prefer to surround ourselves with those who are the best at what they do.

An enthusiastic lover of sports, live entertainment, and people. You have true passion for engaging in meaningful interactions and creating memorable experiences for all guests. You strive to be helpful, engaging, and knowledgeable of all things Atlanta Hawks and State Farm Arena. You enjoy being a part of an exciting and dynamic group, and you're committed to continuously enhancing the productivity and effectiveness of your team. Lastly, you enjoy working hard and celebrating hard, and you'd be shocked if guests weren't positively impacted by their interactions with you.

The Guest Experience Specialist plays a key role in delivering a world-class experience for every guest at State Farm Arena. This role supports the implementation of fan engagement initiatives, game and event day operations, and continuous service improvements. The ideal candidate brings energy, attention to detail, and a passion for creating memorable experiences for all fans and team members.

The Guest Experience Specialist will learn, understand, and exemplify the highest level of our S.M.I.L.E culture (Southern Hospitality, Make a Moment, Individuals Matter, Listen & Learn, Empowerment) as we collectively strive to create an amazing experience for our guests. S.M.I.L.E will also be significantly demonstrated in our collective efforts to train, develop, motivate, and inspire all Guest Experience part-time arena team members. The Guest Experience Specialist will report to the Senior Manager of Guest Experience.

Key Responsibilities:

Leadership of Guest Experience Operations (50%)

• 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
• Support the Guest Experience Operation team with special projects, surveys, and process enhancements
• Monitor and oversee the Guest Experience email inbox, ensuring timely responses

Rewards and Recognition (25%)

• 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

Training and Development (25%)

• 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
• Assist with conducting arena tours and support the recruiting, hiring, and training of part-time team members

Requirements :

• Three years or more of event or related professional experience managing part-time staff, preferably within the Sports and Entertainment Industry experience
• Must have a flexible schedule, with the ability to work nights, weekends, and holidays as necessary
• 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

Preferred Qualifications:

• 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

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

If this opportunity looks exciting to you, please complete the application process. Go Hawks!