Manager Guest Experience

San Francisco Giants•San Francisco, CA

6d•$80,000 - $90,000•Hybrid

About The Position

The Guest Experience Manager oversees event-day operations, supervises seasonal staff and supervisors, oversees staffing plans, resolves escalated guest issues, and supports hiring, training, and communication for all Guest Services event staff. This role contributes to the successful execution of baseball games and year-round special/private events.

Requirements

3–5 years of full-time experience in guest services, venue operations, hospitality, or a related supervisory role.
Proven ability to manage large event teams in high-pressure environments.
Strong problem-solving and conflict resolution skills.
Ability to work nights, weekends, and extended hours.
Strong computer, scheduling, and reporting proficiency.
Ability to coach, motivate, and engage a diverse workforce.

Nice To Haves

Experience with unions is preferred.
You are an effective, patient, and approachable leader with strong communication skills.
You are organized, proactive, and comfortable managing multiple priorities simultaneously.
You thrive in fast-paced, team-oriented environments.
You are committed to delivering a best-in-class experience for both guests and team members.

Responsibilities

Collaborate and maintain departmental SOPs, operational checklists, and event-day service standards.
Manage the full recruitment, onboarding, and training process for Guest Services and Fan Lot team members.
Create event-day staffing assignments, deployment maps, and operational plans; adjust deployment during ingress, in-game, and egress operations as conditions change.
Supervise frontline staff and supervisors during events, ensuring consistent adherence to service standards.
Serve as primary responder for escalated guest issues, ADA concerns, and operational incidents.
Oversee staff scheduling, payroll processing/approvals, attendance tracking, and related administrative tasks in collaboration with the Guest Services Coordinator.
Assist with leading training sessions, pre-event briefings, and ongoing team member communications.
Driving staff engagement and employee experience initiatives through recognition, feedback, and collaboration.
Coordinate with Ticketing, Security, Ballpark Operations, Premium Services, and Partnerships for integrated event-day programs and activations.
Support the execution of special events, large-scale activations, and private event programs.
Complete post-event reports, analyzing staffing effectiveness, incidents, and guest experience outcomes.
Manage and support the Guest Services Assistant (part-time Front Office seasonal) role.
Act as Manager on Duty during non-baseball events as needed.