Guest Experience Manager at SEG Hockey LLC

Sandy, Utah, United States -

Full Time

Start Date

Immediate

Expiry Date

01 May, 26

Salary

0.0

Posted On

31 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Hospitality Leadership, Event Management, Customer Service, Staff Development, Front Desk Operations, Team Motivation, Scheduling, Issue Resolution, Hospitality Standards, Performance Monitoring, Safety Compliance, Interpersonal Skills, Urgency, Innovation, Attention To Detail, Communication

Industry

Spectator Sports

Description

Description JOB SUMMARY: The Guest Experience Manager is a key leader responsible for shaping a welcoming, professional, and memorable guest experience at the Utah Mammoth Practice Facility. This role oversees the guest experience of all facility-hosted events from tournaments and public skates to community gatherings, ensuring every touchpoint reflects the facility’s service standards and brand values. In addition, the Guest Experience Manager leads front desk operations, setting expectations, developing staff, and fostering a culture of hospitality, accountability, and continuous improvement. DUTIES & RESPONSIBILITES: Collaborate with amateur hockey team on execution of all public events, including but not limited to, public skate and community programming, ensuring consistent, high-quality guest experiences. Lead front desk operations by hiring, scheduling, training, and coaching staff to deliver welcoming, efficient, and professional service at all times. Collaborate with programming, operations, and marketing teams to support event logistics and guest communications. Serve as the on-site hospitality lead during high-volume and peak events, proactively addressing guest needs and resolving issues in real time. Develop and implement hospitality standards, policies, and procedures to elevate the customer experience. Maintain accurate records of event bookings and staffing schedules. Monitor guest feedback, service metrics, and front desk performance data to identify trends, recommend improvements, and enhance future experiences. Ensure all events and daily operations comply with facility safety, cleanliness, and operational standards. Coordinate with facility operations to ensure locker rooms and restrooms are clean and presentable for next reservation. COMPETENCIES Creates organization-wide energy and optimism for the future. Exhibits commitment to the vision of the organization. Establishes competitive and breakthrough strategies that show a clear connection between vision and action. Tackles new opportunities and rough challenges with a sense of urgency, high energy, and enthusiasm. Is solution focused and cultivates innovation with new ideas or concepts. QUALIFICATIONS: Proven experience in hospitality, event management, or customer service leadership. Strong organizational and communication skills with a keen attention to detail. Ability to lead and motivate a team in a fast-paced, dynamic environment. Proficiency in scheduling software, POS systems, and basic office tools. Availability to work flexible hours, including evenings and weekends, based on event schedules. Strong interpersonal skills and ability to maintain relationships with a varied group of individuals. Self-starter, with the ability to manage several projects at once, in a fast paced, ever-changing environment. Creates organization-wide energy and optimism for the future. Employees must have reliable transportation to and from work, as well as occasional ability to travel to meet potential clients and attend industry conferences. PHYSICAL DEMANDS: Position requires the ability to sit for extended periods of time, stand, walk, reach with hands and arms, talk and hear, and the ability to lift and/or move up to 25 pounds. Position requires the ability to use hands and fingers on office and mobile technology. Position requires the ability to listen and speak on the phone, in meetings, and in one-on-one conversations. Position will work in an office and arena environment; the noise level is usually moderate, but can be loud. The work areas can become crowded with equipment and/or people. The Utah Mammoth provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Note: The need may arise to revise, supplement, or rescind portions of this job description, and the Utah Mammoth reserves the right to do so at any time. Employees shall be required to meet the qualifications and perform the duties of any revised job description.

Responsibilities

The Guest Experience Manager is responsible for shaping a welcoming and memorable guest experience across all facility-hosted events, including public skates and community programming, by ensuring service standards are met. This role also involves leading front desk operations through staff hiring, training, coaching, and fostering a culture of hospitality and continuous improvement.