Guest Experience Manager, TD Garden

Delaware North • Boston, MA

11d • Onsite

About The Position

Delaware North Boston Holdings is hiring a full-time Guest Experience Manager to join our team at TD Garden in Boston, Massachusetts. As a Guest Experience Manager, you will be responsible for leading the Guest Experience team, ensuring alignment with organizational goals and a best-in-class guest experience. If you thrive on excitement and want your workday to fly by, apply now to join the game day action.

Requirements

• Minimum of 5 years of experience in event or hospitality management, logistics, and coordination
• Strong interpersonal, organizational, communication, and analytical skills
• Ability to multitask and handle multiple events
• Leadership experience and skills to oversee all aspects of a team of 300+
• Professional demeanor with the ability to remain calm, make sound decisions, and stay positive in stressful situations
• Ability to understand and work with computerized ticket systems to troubleshoot and support guests in event and at entry

Nice To Haves

• Experience in a union environment is a plus
• NBA or NHL arena experience is a plus

Responsibilities

• Develop and implement training programs, performance feedback processes, and continuous improvement initiatives that strengthen individual, team, and departmental performance
• Establish and refine guest service procedures, response protocols, and follow up processes to effectively address service disruptions and enhance the guest experience
• Oversee Guest Experience staffing, scheduling, budgeting, and event day logistics to support efficient operations and service excellence
• Create and execute event game plans and staffing strategies that maximize operational effectiveness, compliance, and guest satisfaction
• Manage labor relations by ensuring compliance with collective bargaining agreements and partnering with Human Resources on workforce matters
• Direct front of house Guest Experience operations and lead recruitment, onboarding, training, performance management, and staff development efforts
• Supervise North Station operations including bag check and concert merchandise services while driving revenue and maintaining event readiness
• Ensure Guest Experience and North Station facilities are properly staffed, maintained, and prepared to deliver exceptional service at all events

Benefits

• Medical, dental, and vision insurance
• 401(k) with up to 4% company match
• Annual performance bonus based on level, as well as individual, company, and location 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed