Senior Manager, Premium Guest Experience

JOB SUMMARY

Rocket Arena is seeking a hands-on and motivated Senior Manager of Premium Guest Experience, to support the daily operations and serve as an on-the-ground leader during events of our Premium Guest Services operations. This individual will help deliver a seamless, best-in-class experience for every premium guest at Rocket Arena, focusing on suites, theater boxes, and exclusive season ticket member clubs. This position will report directly to the Director of Guest Experience and collaborate with various departments to ensure the highest level of service for our most exclusive clientele. The Senior Manager will work closely with the Director, Guest Experience, to ensure that these premium areas deliver unparalleled service, creating memorable experiences for guests. This role will work collaboratively with the Guest Services team to support the management of areas outside of the premium spaces, contributing to overall event success. The ideal candidate will be a dynamic, service-focused leader with a deep understanding of high-end hospitality and event operations.

ESSENTIAL DUTIES & RESPONSIBILITIES

Lead, train, motivate and mentor a dedicated team of premium guest service professionals to deliver best-in-class service in all premium spaces. Develop strong relationships with premium clients and staff members, proactively anticipating needs and ensuring a high level of personalized service. Assist with the recruitment, onboarding, and training of Premium Guest Experience team members. Support the Director in creating and executing department-wide training, recognition, and engagement programs. Ensure all premium service touchpoints align with Rocket Arena's luxury standards, delivering personalized, seamless experiences for every guest. Serve as an on-site escalation point for guest concerns or team member issues, resolving challenges quickly and professionally. Serve as the primary liaison with internal departments to ensure premium guest needs are met across all events, including Cavaliers, Monsters, concerts, and all special events. Partner with People & Culture on frontline team recognition, policy adherence, and staffing needs. Support ADA services, ensuring guests' accessibility requirements are met and followed up on appropriately. Lead by example to foster a welcoming, engaged atmosphere for team members and guests alike.

REQUIRED QUALIFICATIONS

3+ years of guest services, customer experience, or event operations experience. At least 2+ years in a supervisory or team lead role, preferably in hospitality, sports, or entertainment. Strong leadership and interpersonal skills with the ability to motivate and support event-day staff. Deep understanding of high-end hospitality and event operations. Experience in conflict resolution and guest recovery within fast-paced environments. Effective communicator, comfortable addressing both small teams and larger groups. Excellent organizational skills with the ability to multitask across shifting priorities. Flexible to work nights, weekends, and holidays as dictated by the Rocket Arena event schedule. Proficiency with scheduling, payroll, and communication platforms (MS Office, Teams, Slack, Dayforce, etc.). Commitment to guest and employee safety, including understanding of emergency response protocols.