Guest Relations Manager

Description [Seasonal] Manager of Guest Relations National Western | Denver, CO About National Western We are National Western—an organization rooted in more than 120 years of history and driven by a mission to strengthen American agriculture through education, youth development, and community connection. We are stewards of the Western way of life, grounded in the values of courage, pride, integrity, grit, and loyalty. Each January, we bring this mission to life through the legendary National Western Stock Show—one of the world’s premier Western lifestyle, rodeo, and livestock entertainment events—welcoming hundreds of thousands of guests from across the globe. Beyond the Stock Show, we operate The Legacy, a world-class, year-round destination for events, experiences, and cultural connections in the heart of Denver. We are more than an event—we are a brand that lives at the intersection of heritage, community, and culture—shaping how Western lifestyle shows up in the modern world. Position Summary As the Guest Relations Manager/Senior Manager, you will be at the forefront of ensuring an exceptional guest experience. You’ll oversee a team responsible for ticket taking, monitoring entry/egress points, and providing information to the public. Your role includes recruiting, hiring, and scheduling staff, resolving guest concerns, and maintaining a safe, welcoming environment for all attendees. The ideal candidate is an experienced leader with a passion for customer service and team management. You are proactive, solutions-oriented, and thrive in a fast-paced environment. Previous experience in event management, hospitality, guest relations, and working with security teams and/or law enforcement is highly desirable. Reports to: Senior Director of Guest Experience Duties & Responsibilities Lead and manage the Guest Relations team, including hiring, onboarding, training, and scheduling seasonal staff. Monitor guest areas, ensuring smooth entry and exit at gates and doorways. Handle guest inquiries and complaints with professionalism and quick resolution. Coordinate with security and police services to manage safety concerns, incidents, and ensure crowd control. Serve as a liaison between the Guest Relations team and event security to maintain a secure and positive environment for all. Maintain a high level of customer service and satisfaction throughout the event. Manage sensitive situations that could impact the public Support media or VIP guest experiences when required Respond to incidents, weather impacts, and unforeseen disruptions with professionalism and urgency. The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. Requirements Experience, Skills & Abilities 3+ years of experience in guest relations, event management, hospitality, or a related field required; background working with public safety, police services, or event security teams highly preferred. 3+ years of supervisory or management experience, preferably in a large-scale event setting. Familiarity with the National Western Stock Show and event schedules/logistics highly preferred. Strong leadership skills with the ability to manage and motivate a team. Proven organizational and time management skills, with a focus on team scheduling and operations. Excellent communication and conflict-resolution abilities. Customer-service mindset with a proactive approach to problem-solving. Ability to stay calm under pressure and make quick decisions in high-stress situations. Ability to work long hours, including weekends and holidays. Ability to perform physically demanding tasks, such as lifting, bending, and standing for extended periods. Physical Demands National Western Complex is a multi-purpose indoor and outdoor commercial and agricultural complex where dusty conditions and animals may exist. While performing the duties of this job, work is performed both indoors and outside in all weather conditions, including extreme cold, snow, wind, and rain, on varied surfaces. In this role, individuals will experience prolonged periods of walking and being on their feet. Incumbent must be able to lift up to 50 pounds and access/navigate the National Western Complex in its entirety, with or without reasonable accommodation. Scheduling Requirements Must have a flexible schedule, including working days, evenings, nights, weekends and holidays hours up to 12-hour shifts. Hours of work may vary depending on shows. Like almost all NWSS team members, this position will need to be on-site every day during Stock Show, typically for 12-16 hours at a time. Compensation & Benefits This is a seasonal, hourly position with pay beginning at $25.00/hour. Paid sick time offered at the rate of 1 hour for every 30 hours worked. WSSA/NWSS is a drug & alcohol-free employer with a zero-tolerance drug policy, including marijuana. WSSA/NWSS is an equal opportunity employer and values diversity. All offers are contingent on the successful completion of a criminal background check and pre-employment drug test. Candidates must be 18 years or older to apply. Anticipated Job Posting Close Date 07/31/2026; open until filled. #J-18808-Ljbffr