Manager, Guest Experience

Manager, Guest Experience: $25.00 per hour

Position Summary: The Manager of Guest Experience serves as the Manager on Duty during events and is responsible for providing excellent customer service to all guests at the Grand Casino Arena, Roy Wilkins Auditorium, RiverCentre, and TRIA Rink. This position is a strong contributor to the motivation and oversight of guest service functions, ensuring staff satisfaction and retention while providing superior service and a safe environment. This includes fostering employee engagement and retention through effective communication, operational oversight, and leadership. In addition to event responsibilities, this role supports departmental operations, including Lost and Found, facility tours, and payroll processing for part-time staff in partnership with the Payroll Manager.

Responsibilities/Essential Functions:

• On event days, the Guest Experience Manager oversees front-line staff and provides leadership and oversight of venue operations to ensure a safe, secure, and exceptional guest experience.
  • Oversee event-related building preparations, including gate signage, ADA platform set-up, and additional operational requests to ensure the venue is event-ready and meets client expectations.
  • Coordinates event preparation, including staff assignments, preparation and distribution of event-day materials, and research of previous events within the facility and at comparable venues to support planning and preparation for the event.
  • Attends security briefings and collaborates with internal departments, public safety partners, and event stakeholders to support operational readiness.
  • Leads pre-event staff meetings, communicating event-specific information, operational expectations, safety procedures, and guest service priorities.
  • Provides supervision and support during the event to part-time staff by addressing employee concerns and performance issues as they arise, reinforcing uniform and departmental standards, monitoring employee engagement, documenting staff issues, and escalating significant concerns as appropriate.
  • Directs staff and available resources during incidents, ensuring timely decision-making, risk mitigation, proper documentation, and collection of witness statements in accordance with departmental procedures.
  • Provides leadership, guidance, and operational support to contracted security and first aid personnel, fostering collaboration and ensuring a safe, secure, and guest-focused environment.
  • Responds to guest concerns, operational issues, and emergency incidents, assessing situations and determining appropriate courses of action.
  • Reviews, prepares, and processes departmental billing for non-Minnesota Wild events.
• Ensures the highest standards of safety and security by proactively monitoring event operations, evaluating procedures, identifying operational risks, and implementing improvements that support a safe, secure, and welcoming environment.
  • Supports the Incident Management Team (IMT) during emergency situations by implementing established response procedures, coordinating staff, and assisting with the safe and orderly evacuation of guests, employees, and event personnel.
  • Maintains working knowledge of venue operational and security equipment, including Evolv screening systems, magnetometers, ticket scanners, pedestals, 24/7 communication devices, radios, and X-ray machines, ensuring proper operation, troubleshooting issues, and supporting safe, efficient event operations.
  • Accurately completes and verifies operational documentation, including incident reports, end-of-event reports, and ticket counts, utilizing the 24/7 Operations Management System to ensure timely, complete, and accurate event records
  • Maintains a thorough understanding of departmental and facility policies and procedures, ensuring staff consistently follow established standards through coaching, guidance, and accountability.
• On non-event days, the Guest Experience Manager oversees day-to-day Guest Experience department operations, supporting payroll, training, staff engagement, guest communications, and operational programs to ensure service excellence.
  • Partners with the payroll manager to ensure payroll is completed and accurate for all events.
  • Leads weekly facility tours as required, delivering a welcoming and informative experience for guests and visitors.
  • Supports the department's Lost and Found operations by accurately documenting, tracking, and processing items through the 24/7 Operations Management System, and assisting with the return and disposition of property in accordance with established departmental procedures.
  • Proficiency in the Slick scheduling system.
  • Maintains working knowledge of, and the ability to learn, departmental programs, systems, and technology, including the 24/7 Incident Management System, Dayforce HCM, SeatGeek ticketing platform, Evolv technology, and other operational systems required to support event operations.
  • Collaborate and assist with implementation of staff recognitions and rewards
  • Participate in planning and execution of annual and ongoing training.
  • Answer and respond to Guest Experience inbox and phone line inquiries within 24 business hours.
  • Contribute to the growth of the Guest Experience Department and be committed to exceeding guest expectations while displaying teamwork.
• Perform other duties as assigned.

Position Requirements:

Formal Education & Certification:

• High School Diploma or equivalent.
• Associate's degree or equivalent experience in Facilities Management, Hospitality Management, or a similar field preferred.

Knowledge & Experience:

• One to three years of progressive customer service experience.
• Customer service supervisory experience preferred.
• Strong computer skills, including Microsoft Office, PowerPoint, Customer Relations Management (CRM), and Employee Data Systems.
• Crowd management practices as they pertain to safety, fire codes, procedures, etc.
• Able to follow instructions and respond to leadership.
• Able to always work with the guests and staff professionally.

Personal Attributes:

• Customer service-centric and portrays a fan and employee-friendly attitude and positive outlook.
• Strong organizational, planning, and implementation skills.
• Demonstrate a high level of professionalism.
• Exhibits sound and accurate judgment.
• Perform detailed event work.
• Able to work independently and within a team and a service-oriented environment.
• Performs effectively in a fast-paced environment, using strong critical thinking and sound judgment to make timely decisions that advance organizational objectives.

Work Conditions:

• This position works long, irregular hours, including nights, weekends, and holidays, based on events or projects throughout the campus. Days off each week will vary based on business needs. 
• Work long hours with limited supervision.  
• Physical requirements include sitting, walking, standing, bending, squatting, climbing up and down stairs, kneeling, twisting, lifting, grasping, etc., spending most, if not all, of a work shift on your feet. 

• Lifting requirements include being able to lift 50 pounds. Ability to push and pull wheelchairs up to 300 lbs.
• Benefits offered including Medical, Dental, Vision, Retirement, and a robust PTO policy.

ADA/EEO Statement:

Our company is committed to complying with the Americans with Disabilities Act (ADA) and providing reasonable accommodations to qualified individuals with disabilities. If you require an accommodation to participate in the application process or perform the essential functions of the job, please contact the People Team to request an accommodation. We will engage in an interactive process to assess your needs and provide appropriate accommodations to enable you to perform the essential functions of the position unless it would cause an undue hardship.

We are an equal-opportunity employer and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other legally protected status. It is our policy to provide equal employment opportunity for all employees and applicants for employment. We value diversity and inclusion in our workplace and promote a work environment that respects and supports individuals without bias.