Guest Experience Intern

Hollywood Park, a near 300-acre sports and entertainment destination, is being developed by Los Angeles Rams Owner/Chairman E. Stanley Kroenke with the 70,000-seat SoFi Stadium as its centerpiece. Hollywood Park is the largest urban mixed‑use mega development under construction in the Western United States. When complete, Hollywood Park will have up to 2,500 residences, a hotel, a retail district reaching up to 890,000 square feet, up to 5 million square feet of office space, and more than 25‑acres of public parks and open space. Home to the Los Angeles Chargers and Super Bill LVI Champion Los Angeles Rams, SoFi Stadium is the host of world‑renowned sporting events, including Super Bill LVI in 2022, College Football Playoff National Championship game 2023, WrestleMania 2023, and was ranked the No. 1 stadium in the world for top‑grossing concert and live event ticket sales in 2023. SoFi Stadium is set to host eight FIFA World Cup 2026 matches, Super BillLXI in 2027, and the Opening and Closing Ceremonies of the Olympic Games in 2028. Adjacent to the stadium and sitting under the same roof canopy is the 2.5‑acre American Airlines Plaza and the 6,000‑seat YouTube Theater. THE INTERNSHIP At Hollywood Park, our primary objective for this internship program is to foster emerging talent while developing future leaders of the sports and entertainment industry. This is a paid opportunity for undergraduate juniors, seniors, recent graduates, or master’s degree students who share our passion for creating extraordinary experiences. Interns will work with specific departments at our offices in Inglewood, CA and immerse themselves in a behind‑the‑scenes experience. By participating in this program, individuals will gain knowledge of the business, establish meaningful connections, and explore exciting career opportunities. A Guest Experience Internship is more than just "customer service"; it’s a hands‑on laboratory for learning the psychology of hospitality and the mechanics of operations. Your goal is to bridge the gap between a company's service and a guest's satisfaction. The Guest Experience Intern supports the front‑of‑house operations to ensure every touchpoint a customer has with the brand is seamless, personalized, and memorable. You act as the "eyes and ears" of the management team, identifying friction points and suggesting creative solutions. LEARNING OBJECTIVES AND RESPONSIBILITIES Pillar 1: Operational Architecture & Evolution The candidate won't just follow the rules; they will help write the new ones. Process Engineering: Assist leadership in drafting, testing, and refining Standard Operating Procedures (SOPs) as the department footprint expands. Restructuring Support: Play a key role in the transition of part‑time staff into new capacities, ensuring the "vision" translates into actual floor behavior. Scalability: Identify bottlenecks in the current workflow that might break as the "footprint" grows and propose scalable alternatives. Pillar 2: The "Deep Dive" (Strategic Audit) The candidate acts as an internal auditor to optimize the "back‑of‑house" for the Guest Experience. Resource Audit: Streamline the shared drive and storage logistics to ensure the team is lean and organized. Forecast Analysis: Review past hiring trends and event data to identify gaps in staffing or training. Feedback Integration: Formalize how peer‑to‑peer feedback from part‑time staff is captured and turned into actionable management insights. Partner Communication: Develop better templates or "touchpoint" schedules to improve how the GX team talks to external vendors and internal departments. Pillar 3: Creative Execution & Event Reach Supporting the Guest Experience Department in the high‑pressure live environment. Managerial "Plug‑in": Serving as a creative swing‑resource for the five GX Managers, helping them execute event‑specific activations or branding initiatives. Rebranding Implementation: Ensuring that the new brand "voice" is consistent across all guest touchpoints, from signage to staff interactions. Special Projects: Taking "true ownership" of at least one major event‑day variable (e.g., a specific VIP entrance or a new training module). HOURS & DURATION Part‑time (25 to 30 hours per week); must be available to work at events, many of which occur on weekends and evenings, as directed by their immediate supervisors. Term: August5th to December15,2026. Currently enrolled in a college or university program as a junior, senior, recently graduated, or master’s degree student. Pursuing a degree in Sport & Entertainment Management, or similar area of study. Must be able to travel to the YouTube Theater and SoFi Stadium offices in Inglewood, CA at least 2‑3 times per week. Candidates with the following skill sets will be given special considerations: Strategic & Analytical Skills Data Literacy & Forecasting: Ability to look at past event data (hiring, guest flow, feedback) and identify trends or inefficiencies. Process Mapping: A "systems‑thinking" mindset to help document and create new Standard Operating Procedures (SOPs). Organizational Design: Basic understanding of how to structure digital files (shared drives) and physical spaces (storage) for maximum team efficiency. Critical Thinking: The ability to look at a "broken" process and not just fix it for the day, but suggest a permanent structural change. Live Event & Operational Skills High Adaptability: The "pivot" factor, staying calm and effective when event variables change (weather, tech failures, crowd surges). Project Management: Ability to track multiple "ever‑evolving" tasks across different managers without letting details slip through the cracks. Resourcefulness: Knowing how to "make it happen" with the tools at hand, especially during the creative execution of new brand initiatives. Feedback Integration: Skills in capturing "peer‑to‑peer" feedback from part‑time staff and distilling it into actionable summaries for leadership. Soft Skills & Interpersonal IQ Active Listening: Crucial for the mentorship aspect; the ability to absorb different management styles and ask "why" rather than just "how." Cross‑Functional Communication: The ability to speak the "language" of different departments (Maintenance, F&B, Security) to instill better partnership communication. Professional Empathy: Essential for de‑escalating guest issues and for understanding the needs of the part‑time staff during a restructure. Persuasive Writing: To assist managers in "creative reach", writing briefs, guest communications, or internal training memos. BENEFITS/PERKS Sick Time: After 90 days, ability to use up to 5 days or 40 hours of paid sick leave per year. 401(k): After 90 days, eligibility to participate in the Company’s 401(k) program. Hollywood Park will match the first 3% at 100% and 50%, thereafter, up to 5%. Perkspot: Discounts on many products and services (e.g., travel, gym memberships, entertainment, electronics, etc.). Salary Range: $19.00 - $20.00 per hour Location: Inglewood, CA (onsite) In compliance with the California Pay Transparency Act, compensation information provided is a good faith estimate for this position only. Hollywood Park considers a candidate’s education, certification, prior experience, as well as internal and external data when determining the salary level for potential new employees. Only in exceptional circumstances, if an external candidate has the experience, credentials, or expertise far exceeding what is expected for the position, would Hollywood Park consider paying a salary or rate near the higher end of the range. #J-18808-Ljbffr