Manager, Guest Experience

Manager, Guest Experience

• Organization: Florida Panthers Hockey Club
• Department: Guest Experience
• Reports To: Assistant General Manager, Baptist Health IcePlex
• FLSA Status: Exempt (Salaried)
• Employment Type: Full-Time
• Location: Baptist Health IcePlex, Fort Lauderdale, FL — On-Site
• Schedule: Flexibility required for evenings, weekends, and holidays

Job Summary

The Florida Panthers and Baptist Health IcePlex are seeking a dynamic, high-energy, and detail-oriented event professional to join our team as Manager, Guest Experience.

This position is responsible for ensuring that all guests and team members receive world-class service when visiting Baptist Health IcePlex at any time of day. The Manager, Guest Experience directly oversees the Guest Experience Coordinator, Party Hosts, and other designated Guest Experience staff members, and serves as the primary owner of event execution — leading the full event lifecycle from pre-event setup and staff mobilization through post-event close.

This role also drives key operational initiatives including staff training and development, guest communication, conflict resolution, and feedback and data analysis to support continuous improvement. The ideal candidate is a hands-on event professional who thrives in a fast-paced environment, leads by example on the floor, and takes full ownership of outcomes from planning through wrap-up.

Essential Duties & Responsibilities

• Provide world-class service to all guests visiting Baptist Health IcePlex
• Coordinate Guest Services operations in conjunction with other Guest Experience Managers
• Oversee Baptist Health IcePlex part-time event staff including recruiting, interviewing, hiring, training, and event day management
• Coordinate with the Operations and Security teams to understand staffing requirements for each session and event
• Manage and implement event day staff engagement programs along with standard operating procedures and training to promote an enhanced guest experience
• Monitor and respond to the guest feedback email account as the primary contact for inquiries
• Oversee 24/7 software and internal Point of Sale software as it relates to event day usage, reporting, tasking, maintenance, and technical support
• Develop, distribute, and maintain work schedules for the Guest Experience Coordinator, Party Hosts, and other Guest Experience staff; set up events in the payroll system, approve event-day employee hours, and process payroll following each session and event
• Develop and enforce event day staff policies and procedures
• Maintain, distribute, and track facility equipment such as radios, first-aid kits, and other event day items
• Define and manage the departmental budget and procurement of supplies and equipment; review and process payments for the department
• Collaborate cross-departmentally to support events, program promotions, and marketing initiatives
• Curate and facilitate departmental training; actively monitor and identify on-the-job training opportunities
• Address and resolve all guest inquiries, concerns, and feedback
• Work closely with the Security Team to respond to medical calls and deploy remedial actions
• Propose and implement strategies and programs to consistently improve guest satisfaction
• Ensure compliance with the Americans with Disabilities Act (ADA) during all sessions and events
• Act as Manager on Duty when assigned

Qualifications

• Minimum of 2–3 years of guest services experience required
• Minimum of 2–3 years of managerial experience preferred
• Bachelor's degree or equivalent; hospitality, sports management, or a related field is a plus
• Strong leadership and organizational skills with the ability to function effectively in a fast-paced environment
• Exceptional customer service skills including de-escalation, service recovery, coaching, people management, recruitment, training, and the ability to motivate a diverse workforce
• Strong problem-solving, analytical, and communication skills — both written and verbal
• Self-starter able to take projects and assignments from concept to completion
• Ability to read, interpret, update, and create training programs utilizing strategy documents, safety rules, operating and maintenance guides, and procedure manuals
• Working knowledge of guest service and event best practices
• Ability to speak effectively before groups of customers or employees
• Working knowledge of Microsoft Office and scheduling and payroll software
• Availability to work outside traditional business hours including nights, weekends, and holidays required

Position Type / Expected Hours of Work

This is a full-time exempt (salaried) position. Must be able to work flexible hours, including nights, weekends, and holidays as needed.