Guest Services and Entertainment Manager
About The Position
The Guest Services & Entertainment Manager is responsible for creating a welcoming, engaging, and seamless guest experience throughout the sports complex. This role oversees all guest-facing operations. Areas of focus include the guest services front desk, admissions booths, arcade, miniature golf course, and golf simulator areas. The manager will develop and oversee entertainment programming, supervise and schedule staff, resolve guest concerns, and ensure the facility consistently provides a safe, fun, and high-quality environment for all visitors. The ideal candidate has a strong background in customer service, event operations, and staff supervision within a fast-paced sports or entertainment environment. This position will work evenings and weekends.
Requirements
- Bachelor’s degree in hospitality, recreation, sports management, or related field (preferred) or equivalent experience.
- 2–4 years of supervisory experience in hospitality, entertainment, or sports facility management.
- Strong leadership, communication, and problem-solving skills.
- Proven ability to manage staff, schedules, and guest relations in a fast-paced environment.
- Knowledge of entertainment operations (arcades, golf simulators, events) is a plus.
- Proficiency with reservation systems, POS, and basic office software.
- Availability to work evenings, weekends, and holidays as needed.
- Highly dependable with a history of consistent attendance and punctuality
- Guest-focused/service-oriented; ability to see big picture and impact on Company. Supports Company mission as serves as an advocate for its products and services
- Demonstrates a positive and friendly attitude towards guests, customers, and fellow employees. Exhibits a respectful, professional demeanor
- Self-starting and motivated with the ability to work independently and take initiative
- Ability to multi-task and balance multiple projects/duties at once
- Team-focused mindset; willing to set own priorities aside to help others; contributes to building a positive team spirit and morale
- Detail-Oriented; Demonstrates a consistent level of accuracy and thoroughness; looks for ways to improve and promote quality
- Ability to remain calm in tense or stressful situations
- Initiative to work efficiently with minimal supervision
Nice To Haves
- Knowledge of entertainment operations (arcades, golf simulators, events) is a plus.
Responsibilities
- Lead daily operations of guest services and entertainment areas, ensuring smooth check-in, reservations, and guest assistance.
- Recruit, train, and schedule guest services and entertainment staff, fostering a customer-first culture.
- Oversee arcade, golf simulator, and miniature golf area ensuring equipment is clean, maintained and experiences are engaging.
- Develop new entertainment activities, themed events, and seasonal programming to enhance the guest experience.
- Monitor and respond to guest feedback, resolving issues quickly and professionally.
- Maintain high standards of cleanliness, safety, and presentation throughout guest service and entertainment spaces.
- Collaborate with marketing and programming teams to promote special events, tournaments, and entertainment offerings.
- Manage budgets, inventory, and vendor relationships related to guest services and entertainment.
- Ensure compliance with all facility policies, safety regulations, and operational procedures.
- Serve as a point of contact for facility-related issues during evening/weekend hours and coordinate resolution as needed.
- Serve as the expert of software systems such as Active Net, Embed, and Agilysys in the guest service and entertainment areas
Benefits
- Free family membership to our massive 80,000+ sq. ft. fitness center, including all the equipment you need to fit almost any training program. Membership also includes all group fitness classes.
- Affordable and comprehensive Medical, Dental, and Vision benefits
- Competitive PTO package
- Paid holidays
- 401k program
- 35% discount on food and beverage purchases, including the Forklift and Palate restaurant
- 35% discount on all Nook apparel
- Free child care (3-hour increments)
- Discounts on academy team programs, personal training, event space rental, and more!
- Local business discounts
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
