Guest Experience Specialist

Atlanta Hawks•Atlanta, GA

17d

About The Position

The Guest Experience Specialist plays a key role in delivering a world-class experience for every guest at State Farm Arena. This role supports the implementation of fan engagement initiatives, game and event day operations, and continuous service improvements. The ideal candidate brings energy, attention to detail, and a passion for creating memorable experiences for all fans and team members. The Guest Experience Specialist will learn, understand, and exemplify the highest level of our S.M.I.L.E culture (Southern Hospitality, Make a Moment, Individuals Matter, Listen & Learn, Empowerment) as we collectively strive to create an amazing experience for our guests. S.M.I.L.E will also be significantly demonstrated in our collective efforts to train, develop, motivate, and inspire all Guest Experience part-time arena team members. The Guest Experience Specialist will report to the Senior Manager of Guest Experience.

Requirements

Three years or more of event or related professional experience managing part-time staff, preferably within the Sports and Entertainment Industry experience
Must have a flexible schedule, with the ability to work nights, weekends, and holidays as necessary
Proven experience leading and managing high-performing teams, including direct reports
Excellent written and verbal communication skills, as well as effective interpersonal skills
Ability to stand, sit, crouch, and bend throughout the course of daily activities
Must be detail-oriented and organized with an ability to multitask and adapt to change
Strong time management skills with a consistent track record of meeting deadlines in a fast-paced environment
Innovative leader with a talent for thinking big and working backward to translate vision into actionable strategies that drive meaningful results
Demonstrate expertise in Microsoft Office Suite, with the ability to create high-impact documents, analyze and visualize data, develop executive-level presentations, and manage communications efficiently
Visionary servant leader with a deep passion for empowering others and crafting exceptional guest experiences through empathy, innovation, and operational excellence

Nice To Haves

Bachelor’s degree is preferred; however, an equivalent combination of education and experience will also be given consideration
Excellent leadership and communication skills, with the ability to engage and influence stakeholders at all levels
Performance-driven leader with a relentless focus on achieving strategic goals, fostering a culture of excellence, and maintaining uncompromising service standards

Responsibilities

Oversee Guest Experience operations for Atlanta Hawks games and State Farm Arena events, driving strategic initiatives that enhance service quality, team performance, and overall guest satisfaction.
Serve as a cultural ambassador by living the SMILE values: Southern Hospitality, Make a Moment, Individuals Matter, Listen & Learn, and Empowerment. Inspire teams and elevate guest experiences through intentional leadership and authentic service.
Cultivate an inclusive and caring environment where employees feel valued and empowered to bring their full selves to work, driving excellence in performance and guest service
Support the Guest Experience Operation team with special projects, surveys, and process enhancements
Monitor and oversee the Guest Experience email inbox, ensuring timely responses
Champion employee recognition initiatives that foster inclusivity, strengthen team cohesion, and celebrate individual and team achievements.
Develop and implement a comprehensive rewards and recognition strategy aligned with organizational goals and values
Facilitate feedback channels to capture employee sentiment around recognition efforts
Analyzed guest service data to uncover trends and service gaps, designing targeted action plans and cross-functional training programs that enhanced team performance and elevated overall guest satisfaction.
Provide evaluations, continuous feedback, and coaching to part-time team members, prioritizing development and performance improvement. This individual will lead with a coaching-first approach, fostering growth and accountability, while also managing disciplinary actions when necessary to uphold team standards and operational excellence.
Serve as a key contributor to the SMILE and leadership training team, facilitating engaging and impactful sessions that support team member development and drive excellence in guest experience and operations
Assist with conducting arena tours and support the recruiting, hiring, and training of part-time team members