Vice President of Guest Experience Position Available In Mecklenburg, North Carolina

Vice President of Guest Experience Hornets Basketball, LLC Charlotte, NC 28202 • Hybrid work The Vice President of Guest Experience will lead and oversee all fan interactions and service initiatives for Hornets Sports & Entertainment (HSE) and Spectrum Center. In this role, you will ensure an exceptional experience for every guest -whether attending a game, concert, or any event – with a strong commitment to accessibility and ADA compliance to ensure an inclusive experience for all guests. You will also have oversight and accountability for the food and beverage (F&B) vendor relationship, ensuring the delivery of creative and high-quality food and beverage items throughout the arena. This leadership position is responsible for delivering white glove service across all touchpoints, from ticket takers to ushers to luxury suite customer experiences. You will oversee a dedicated full-time and part-time professionals and work closely with cross-functional teams to ensure seamless service delivery. Your team will drive innovation in enhancing guest experiences and fostering a collaborative and engaged part-time staff. Core Values HSE embodies the following core values:

Integrity Teamwork Competitiveness Candor Accountability Resilience Essential Duties & Responsibilities:

Leadership & Team Management Lead and manage the full-time Guest Experience team (4 members), providing mentorship, guidance and development opportunities. Oversee a large part-time team, ensuring high engagement, consistency in service quality and alignment with the organization’s culture and values. Foster a collaborative and positive environment for staff, building strong communication channels and morale. Guest Experience Strategy Develop and execute innovative strategies to enhance fan experiences across all events, including NBA games and Spectrum Center concerts. Continuously improve guest touchpoints, focusing on creating a seamless, memorable experience for all guests, from entry to exit. Monitor and evaluate guest feedback, including surveys, social media and direct comments, to identify opportunities for improvement. F&B Vendor Oversight & Accountability Oversee the relationship with the F&B vendor to ensure the delivery of high-quality, creative food and beverage offerings for all events. Ensure that F&B offerings are consistent with the overall guest experience strategy and align with HSE’s standards for excellence. Regularly evaluate the quality, creativity, and efficiency of food and beverage services, making recommendations for improvement when necessary. Hold vendors accountable for meeting delivery timelines, presentation standards, and customer satisfaction metrics. White Glove Service Delivery Ensure delivery of a premium, “white glove” service experience across all guest interaction points, including ticketing, ushering, concierge services and luxury suite areas. Develop and implement training programs for part-time and full-time staff to elevate service standards. Create and implement processes for handling guest complaints and resolving issues with professionalism and efficiency. Collaboration & Partnership Work closely with other departments such as Operations, Marketing and Security to ensure all guest-facing functions are aligned and contribute to an exceptional guest experience. Collaborate with the Marketing team to create guest engagement initiatives and enhance the overall event experience. Serve as a primary liaison for concert and event organizers to ensure their specific guest experience needs are met. Innovation & Technology Explore and implement innovative solutions (such as mobile apps, digital ticketing, and enhanced in-venue experiences) to improve guest interactions and streamline processes. Stay current with trends in the hospitality and sports industries to ensure the organization remains a leader in fan and guest service. Performance Metrics & Reporting Develop key performance indicators (KPIs) and tracking systems to measure the success of guest experience initiatives. Report on guest satisfaction trends, team performance and improvements to senior leadership. Budget & Resource Management Oversee the department budget, ensuring effective allocation of resources for guest experience programs. Track expenses and ensure operations remain within budgetary constraints. Required Skills, Experience and Abilities To perform the job successfully, you will have or demonstrate the following skills and abilities Bachelor’s degree in hospitality, business, or a related field preferred. Proven experience in leadership roles within guest services, hospitality in a high-profile sports venue or large scale venue entertainment. Knowledge of luxury service offerings and VIP guest management. Strong track record in managing large, diverse teams, including part-time and seasonal staff, with a focus on engagement and training. Expertise in developing and executing innovative customer service strategies that drive exceptional experiences. Excellent interpersonal and communication skills, with the ability to build relationships across departments and with guests. Demonstrated ability to solve problems creatively and handle complex guest interactions with professionalism and tact. Deep understanding of the unique dynamics of live events, from sports to concerts, and the nuances of guest service in these environments. Experience with using technology and data to enhance guest experiences (e.g., mobile apps, guest feedback systems). Strong organizational skills and the ability to manage multiple priorities and projects simultaneously. Flexibility to work non-traditional hours, including evenings, weekends, and holidays, based on event schedules. Additional Information This is a full-time benefit eligible position. HSE is dedicated to creating and upholding a welcoming environment that celebrates diversity. HSE provides valuable benefits and competitive time off policies to help you and your family lead healthy, balanced lives. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All requests for medical or religious accommodations to perform the stated job duties will be considered. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.