Manager, Guest Experience (GX)

Hollywood Park Management Company.•Inglewood, CA

13h•$75,000 - $90,000•Onsite

About The Position

About Hollywood Park Hollywood Park, a near 300-acre sports and entertainment destination, is being developed by Los Angeles Rams Owner/Chairman E. Stanley Kroenke with the 70,000-seat SoFi Stadium as its centerpiece. Hollywood Park is the largest urban mixed-use mega development under construction in the Western United States. When complete, Hollywood Park will have up to 2,500 residences, a hotel, a retail district reaching up to 890,000 square feet, up to 5 million square feet of office space, and more than 25-acres of public parks and open space. Home to the Los Angeles Chargers and Super Bowl LVI Champion Los Angeles Rams, SoFi Stadium is the host of world-renowned sporting events, including Super Bowl LVI in 2022, College Football Playoff National Championship game 2023, WrestleMania 2023, World Cup 2026, and the Opening and Closing Ceremonies of the Olympics in 2028. Adjacent to the stadium and under the same roof canopy is a 2.5-acre open-air plaza, American Airlines Plaza, and the 6,000-seat YouTube Theater. YouTube Theater is an intimate venue, making it the perfect place for concerts, comedy, awards shows, esports competitions, community gatherings, conferences and more. Culture Hollywood Park is being brought to life by a deeply experienced team of creative forward-thinkers. The project is a celebration of all that Los Angeles has to offer. We are inspired by our diverse Inglewood community as a place for the community to be, to see and to connect. Hollywood Park is committed to building and maintaining a workplace that celebrates the diversity of our team members, allowing them to bring their authentic selves to work every day. At the heart of Hollywood Park, lies our dedication to our purpose, promise, and commitments. Our PURPOSE is creating extraordinary experiences, one moment at a time. Our PROMISE is to be an iconic destination that celebrates our diverse and vibrant community. We promise to exceed expectations while cultivating a fun and safe experience where lasting memories are made. Our COMMITMENTS are outlined by S.T.A.R.S. Our S.T.A.R.S. commitments are enabled by five foundational principles: Start with Care – create a lasting impact through genuine care Thrive as a Team – create an environment of collaboration and encouragement Anticipate Unspoken Needs – be proactive in delivering extraordinary service and support others. Resolve with Respect – treat others with empathy, patience, and kindness Safety Always – maintain a safe and secure environment As the Manager, Guest Experience , You Will.. The Manager, Guest Experience reports directly to the Director of Guest Experience. The position will be responsible for enhancing the experiences of our guests, employees, and stakeholders. This position will manage the premium clubs and suite levels. The successful candidate will lead efforts to manage initiatives including event staff training, supervision and communication, guest communication and resolution, and guest feedback and data analytics for process improvements. The candidate will also be a hands-on professional who enjoys rolling up their sleeves and working as part of a team. The goal is to ensure we become and remain the industry standard for excellence and ensure that all our guests and staff have exceptional experiences.

Requirements

3-5 years experience independently managing (500 people or more)
Guest service & experience programs
Large event staffing and scheduling, (e.g., utilizing dot map skills)
Large event cost estimates
Working with promoter and or security representatives
Managing entry gates for large event venues
Bachelor's Degree in sport/Event Management, Hospitality, Training & Education, HR, or Business Administration or an equivalent combination of education and experience in the field, preferred.
Passion for providing the highest quality service and puts guest's needs before their own needs first.
Must be a creative problem solver who can identify solutions and address guest concerns efficiently and professionally while remaining calm under pressure.
Must be adaptable with the ability to work under pressure to meet deadlines.
Ability to create and manage a collaborative and diverse workforce.
Strong verbal and written communication skills, with an expert ability to present and communicate new ideas and concepts.
A high degree of personal integrity and consistently put the interests of the organization first.
Experience servicing various stakeholders and demographics.
Ability to manage multiple tasks and prioritize needs efficiently.
Proficient in all Google and Microsoft suite software etc.
Ability to work non-traditional hours including nights, weekends, and holidays.
Employees must be able to move objects and use abdominal and lower back muscles to provide support over time without fatigue.
Constant movement and use of limbs; this position requires good manual dexterity, coordination, and stamina.

Responsibilities

Effectively manage the Guest Experience (GX) department operations for all events at SoFi Stadium.
Serve as Manager on Duty (MOD) for all GX related matters at the SoFi Stadium, Performance Venue, adjacent plazas, and open spaces.
Create and maintain standard operations for the various areas in GX.
Manage GX teams during events.
Support the training of team members in the STARS program, as well as other training such as ADA, and other specialty position training.
Analyze data and guest insights to introduce process improvements and automated solutions across channels that solve guests’ problems.
Optimize technology utilization to reduce duplicative or inefficient processes.
Create and manage event budgets ensuring cost effectiveness.
Provide closing financial reports as requested.
Oversee signed contracts for GX amenities.
Create and manage reports, evaluations and other documentation to assist in GX operating systems.
Ensure that ADA policy and procedures are managed to provide guests who need to access them a great experience.
Effectively manages assigned GX tasks to strategically enhance the guest experience for all events at SoFi Stadium.
Collaborate with our recruiting and training team on the process of hiring, onboarding and training.
Ensure the department has the necessary inventory of equipment.
Ensure that each event has the proper equipment set up to run the event.
Collaborate with all departments to ensure that the services, layout and staffing will meet our purpose and promise.