Director, Guest Experience

JOB SUMMARY:

Rocket Arena is seeking a dynamic, experienced, and highly motivated 'Director, Guest Experience' to lead our Guest Services department. This individual will play a pivotal role in delivering a best in class experience for every guest, ensuring excellence in service across all events hosted at Rocket Arena.


Reporting directly to the Vice President of Guest Experience, the Director will be responsible for the strategic development, implementation, and ongoing improvement of world-class guest service initiatives, training programs, and team member recognition efforts. This role will oversee both full-time and event day staff, aligning all efforts with the values and service standards of Rocket Arena and the broader Rock Entertainment Group.

The Director will work closely with the People & Culture team to ensure frontline service initiatives support Rocket Arena’s commitment to a vibrant, inclusive, and guest focused culture. With over 150 events hosted annually, this role requires a hands-on leader with exceptional communication skills, a passion for service excellence, and strong operational expertise.



ESSENTIAL DUTIES & RESPONSIBILITIES:

• Collaborate with the VP of Guest Experience to lead and manage 300+ part-time team members.
• Oversee the hiring, training, supervision, discipline, and evaluation of full time and part time Guest Experience staff.
• Develop and deliver job-specific training and support broader event staff initiatives, including recognition and appreciation programs.
• Create standard operating procedures (SOPs) for staff management, scheduling, uniforms updates, event prep materials, and other administrative functions.
• Develop staffing templates in coordination with the scheduling team to maintain appropriate coverage by event type.
• Research, develop, and manage guest feedback programs including mystery shoppers, comment cards, and surveys.
• Lead by example to foster an engaging, enthusiastic environment for team members, partners, and guests.
• Partner with People & Culture on employee engagement, recognition, policy adherence, and staffing levels.
• Serve as a senior escalation point for guest or team member issues, responding promptly and professionally.
• Analyze post event reports and recaps to identify trends and recommend improvements.
• Collaborate with the Booking & Events team to ensure event staffing aligns with budget Proforma.
• Oversee Guest Services Associate (GSA) scheduling and payroll processes in Dayforce.
• Serve as the primary contact for ADA services and post-event feedback follow-up.
  
  

REQUIRED QUALIFICATIONS:

• 5+ years of guest or event services experience, with at least 2+ years in a leadership or supervisory role.
• Experience in sports, entertainment, or large-scale hospitality industries required.
• Bachelor’s degree from a four year college or university, or an equivalent combination of education and experience.
• Must have flexible availability and ability to work nights, weekends and occasional Holidays as dictated by the Rocket Arena events calendar.
• Proven experience managing a large team of full time and part time employees.
• Experience in arena or stadium operations preferred.
• Demonstrated success in high volume, service driven environments.
• Expertise in developing and delivering training and development programs.
• Comfortable speaking to diverse audiences, from small teams to groups of 400+.
• Strong leadership and interpersonal skills with a professional, approachable demeanor.
• Ability to handle confidential matters with discretion.
• Exceptional time management and organizational skills; thrives in fast paced environments.
• Strong written and verbal communication skills.
• Skilled in conflict resolution and maintaining composure in high-pressure situations.
• Tech-savvy and proficient in MS Office, Slack, Teams, Zoom, etc.
• Committed to guest and employee safety, especially during emergencies.