Assistant Guest Experience Manager, TD Garden

Delaware North-posted about 1 year ago
$56,800 - $76,700/Yr
Part-time • Mid Level
Boston, MA
51-100 employees
Performing Arts, Spectator Sports, and Related Industries
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The Assistant Guest Experience Manager at TD Garden is responsible for supporting the Senior Manager in enhancing the overall guest experience. This role involves managing team member communication, overseeing the hiring and onboarding of event ushers, and ensuring a high standard of service during events. The position requires strong leadership skills and the ability to multitask in a fast-paced environment, making it ideal for someone looking to grow in a dynamic hospitality setting.

  • Directly manage TD Garden's day-to-day team member communication channels, including phone and email, to ensure timely and accurate responses to team member inquiries received pre and post event.
  • Support all administrative duties associated with the hiring and onboarding of new event ushers.
  • Support overall Guest Experiences Team Member management, including leading coaching conversations and handling sensitive materials related to employment.
  • Assist Manager, Guest Experience with the oversight, training, coaching, and culture development of ushers.
  • Serve as Guest Experience Manager on Duty as assigned, making decisions that produce the best outcomes for stakeholders.
  • Assist the Guest Experience Manager in developing and implementing rewards and recognition initiatives, and utilizing experience metrics tools.
  • Collaborate with Manager, Guest Experience on identifying team member feedback trends and necessary solutions to improve the team member experience.
  • Work alongside various internal teams to gather insights and advocate for team members' experiences.
  • Be a subject matter expert on all things TD Garden, including events, policies, procedures, values, and mission.
  • Assist in the coordination and planning of upcoming events held at TD Garden.
  • Bachelor's degree in related field or equivalent experience.
  • 3-5 years of direct team member supervisory experience.
  • Extensive customer and/or client relations experience, with the ability to drive professional relationships with key stakeholders.
  • Strong interpersonal skills and the ability to develop solid working relationships at all levels.
  • Ability to multitask and manage the needs of multiple stakeholders in a fast-paced environment.
  • Flexibility to work nights, weekends, and holidays.
  • Strong verbal and written communication skills.
  • High proficiency with computers including Microsoft Office (Word, Outlook, Excel, PowerPoint).
  • Ability to use a radio with an earpiece.
  • Ability to lift and/or push up to 30 pounds.
  • Medical, dental, and vision insurance
  • 401(k) with up to 4% company match
  • Annual performance bonus based on individual and company performance
  • Paid vacation days and holidays
  • Paid parental bonding leave
  • Tuition and/or professional certification reimbursement
  • Generous friends-and-family discounts at many of our hotels and resorts
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