Guest Experience Intern

Hollywood Park Management Company. • Inglewood, CA

8d • Onsite

About The Position

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.

Requirements

• 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.
• Ability to look at past event data (hiring, guest flow, feedback) and identify trends or inefficiencies.
• A "systems-thinking" mindset to help document and create new Standard Operating Procedures (SOPs).
• Basic understanding of how to structure digital files (shared drives) and physical spaces (storage) for maximum team efficiency.
• The ability to look at a "broken" process and not just fix it for the day, but suggest a permanent structural change.
• The "pivot" factor, staying calm and effective when event variables change (weather, tech failures, crowd surges).
• Ability to track multiple "ever-evolving tasks" across different managers without letting details slip through the cracks.
• Knowing how to "make it happen" with the tools at hand, especially during the creative execution of new brand initiatives.
• Skills in capturing "peer-to-peer" feedback from part-time staff and distilling it into actionable summaries for leadership.
• Crucial for the mentorship aspect; the ability to absorb different management styles and ask "why" rather than just "how."
• The ability to speak the "language" of different departments (Maintenance, F&B, Security) to instill better partnership communication.
• Essential for de-escalating guest issues and for understanding the needs of the part-time staff during a restructure.
• To assist managers in "creative reach", writing briefs, guest communications, or internal training memos.

Nice To Haves

• Strategic & Analytical Skills
• Data Literacy & Forecasting
• Process Mapping
• Organizational Design
• Critical Thinking
• Live Event & Operational Skills
• High Adaptability
• Project Management
• Resourcefulness
• Feedback Integration
• Soft Skills & Interpersonal IQ
• Active Listening
• Cross-Functional Communication
• Professional Empathy
• Persuasive Writing

Responsibilities

• Assist leadership in drafting, testing, and refining Standard Operating Procedures (SOPs) as the department footprint expands.
• Play a key role in the transition of part-time staff into new capacities, ensuring the "vision" translates into actual floor behavior.
• Identify bottlenecks in the current workflow that might break as the "footprint" grows and propose scalable alternatives.
• Streamline the shared drive and storage logistics to ensure the team is lean and organized.
• Review past hiring trends and event data to identify gaps in staffing or training.
• Formalize how peer-to-peer feedback from part-time staff is captured and turned into actionable management insights.
• Develop better templates or "touchpoint" schedules to improve how the GX team talks to external vendors and internal departments.
• Serve as a creative swing-resource for the five GX Managers, helping them execute event-specific activations or branding initiatives.
• Ensure that the new brand "voice" is consistent across all guest touchpoints, from signage to staff interactions.
• Take "true ownership" of at least one major event-day variable (e.g., a specific VIP entrance or a new training module).

Benefits

• 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.)

What This Job Offers

• Job Type: Part-time
• Career Level: Intern