Guest Experience Specialist

## Guest Experience Specialista 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** plays a key role in delivering The Guest Experience Specialist will report to the Senior Manager of Guest Experience. 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. **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.Support the Guest Experience Operation team with special projects, surveys, and process enhancements Monitor and oversee the Guest Experience email inbox, ensuring timely responsesServe 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**Requirements:*** 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 standardsThree 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 necessaryWe are a professional basketball team and state-of-the-art arena/entertainment venue that specializes in creatingmemorable experiences for each guest we interact with.The Hawks came to Atlanta in 1968 and since then, we have been True to Atlanta. Once you become a Team Member, you are family and we are True to You.The home of the Hawks, State Farm Arena has recently been completely renovated to better serve our fans in all aspects of their experiences at the arena. We host approximately 160 events and nearly 2 million guests annually with a capacity of more than 17,000. A 100% smoke-free campus, State Farm Arena is consistently ranked among the top 10 concert and event venues in the world.For our Team Members, we strive to be the best place to work in Atlanta. That means being True to You with investing in your development while having fun. We like to celebrate a lot with parties, hosting team member basketball tournaments and so much more. We offer competitive benefits and perks like tickets to events and Hawks Shop discounts.Whether hustling on the court, giving back to our communities, or investing in our team members, we are always True to Atlanta. Come be a part of the action. Go Hawks!We have also earned the #1 Game Experience in the NBA, and have reached these accomplishments through the amazing work of all of our Team Members. We know you will continue this trend as a valued Team Member with the Atlanta Hawks and State Farm Arena. Our culture is built on inclusion, diversity and innovation, all with a touch of southern hospitality. We show our culture in the community by building bridges through basketball. We have basketball camps and coaching clinics, we build new public courts in metro Atlanta neighborhoods, and many other projects like the Million Meal Pack. #J-18808-Ljbffr