Guest Experience Manager

Rip City•Portland, OR

6d•Onsite

About The Position

Become a part of the team behind the team. As employees of the Portland Trail Blazers at the Rose Quarter, we do more than basketball. We are blazing trails toward winning championships on and off the court. We are pioneers and innovators. We look for people who push boundaries, who dream, who are committed to inclusivity – who want to contribute to Rip City! As our Guest Experience Manager, you’ll be at the heart of the action, ensuring that every event at the Rose Quarter campus—from Trail Blazers home games and Winterhawks hockey matches to concerts and family events—is an unforgettable experience for guests and staff alike. You’ll lead and inspire our front-of-house team, handle guest feedback with finesse, and keep everything running smoothly with your scheduling and attendance expertise. Your role involves crafting extraordinary moments, from the first hello to the final goodbye, while fostering a vibrant and inclusive environment. Dive into the excitement and make every event at the Rose Quarter truly special! Our ideal candidate brings a strong background in customer service and large-scale event management. You have experience supporting and motivating staff while fostering a collaborative environment. If you have strong communication and problem-solving skills, and enjoy building relationships and creating meaningful experiences for our guests, we want to hear from you!

Requirements

Demonstrated customer service experience, preferably in Guest Experience.
Excellent communication skills with a proven ability to engage with diverse guests and team members in a positive and clear manner.
Strong leadership experience, with a focus on developing and motivating staff in a supportive, feedback-rich environment.
Deep understanding of customer service principles and a track record of creating memorable guest experiences.
Creative, with experience in innovating and implementing strategies to enhance the guest experience.
Ability to adapt easily to dynamic environments and manage shifting priorities with ease.
Genuine passion for live entertainment and developing teams.
Excel in problem-solving and decision-making in fast-paced situations.
Dedicated to developing a diverse and inclusive environment and a track record of creating inclusive spaces.
Able to work evenings, weekends, and holidays as required by the Portland Trail Blazers event schedule.

Nice To Haves

A bachelor’s degree (B. A.) from a four-year college or university in a relevant field or possess an equivalent combination of education and experience.
Previous experience in the sports or entertainment industry.
Familiarity with industry trends and best practices in sports and entertainment.
Knowledge of ABI Mastermind Time and Attendance System.

Responsibilities

Energize the Guest Experience team with a positive environment, making work enjoyable and fostering team cohesion while ensuring guests have a memorable experience.
Design and oversee monthly schedules to ensure the right staffing levels for each event, balancing efficiency and coverage to meet operational needs.
Offer coaching, training, and constructive feedback to help team members thrive, and address performance issues to maintain high service standards.
Lead by example to reinforce our service values, ensuring that every guest interaction upholds our commitment to exceptional service and reflects our core values.
Handle guest concerns with professionalism and responsiveness via phone and email, using feedback to drive continuous improvement and enhance guest satisfaction.
Work closely with the Events Department and other stakeholders to ensure effective staffing and seamless integration across all events.
Actively contribute to a diverse and inclusive environment, ensuring that all team members feel valued and supported.
Participate in team initiatives, take on additional projects as assigned, and contribute to achieving the overall goals of the Guest Experience and Rose Quarter teams.