Guest Experience Senior Manager

The Opportunity 

Delaware North Boston Holdings is hiring a Guest Experience Senior Manager to join our team at TD Garden in Boston, Massachusetts. As a Guest Experience Senior Manager, you will be responsible for creating and driving the overall Guest Experience vision, strategy, and execution across multiple subsidiaries. 

Relocation services available for candidates located 50+ miles outside of the area

Pay

Minimum – Anticipated Maximum Base Salary: $78400 - $105800 / year

In addition to base salary, we offer an annual bonus plan based on company and individual performance, or a role-based, uncapped sales incentive plan. The advertised pay range represents what we believe at the time of this job posting, that we would be willing to pay for this position. Only in special circumstances, where a candidate has education, training, or experience that far exceeds the requirements for the position, would we consider paying higher than the stated range. Information on our comprehensive benefits package can be found at https://careers.delawarenorth.com/whatweoffer.

Benefits 

At Delaware North, we care about our team members' personal and professional journeys. These are just some of the benefits we offer: 

• Medical, dental, and vision insurance
• 401(k) with up to 4% company match 
• Annual performance bonus based on level, as well as individual, company, and location performance
• Paid vacation days and holidays
• Paid parental bonding leave
• Tuition and/or professional certification reimbursement
• Generous friends-and-family discounts at many of our hotels and resorts

Responsibilities 

• Create and implement strategies and processes for all Guest Experience Team Members with the goal of ensuring client satisfaction. These will be designed to ensure we effectively maximizing the guest’s overall experience before, during and after all TD Garden events.
• Liaise with all departments to guide all Team Members to demonstrate the standards of guest experience befitting the Best in Class TD Garden.
• Create and implement programming and resources that support all leaders to be successful with meeting and exceeding GuestPath standards and expectations.
• Administer GuestPath programs for TD Garden, Boston Bruins and MA Sportservice divisions. This involves organizing, facilitating and participating in GuestPath Training and ensuring GuestPath process is connected to the overall GuestPath project plan and performance goals.  Develop and guide internal GuestPath Committee to continously improve guest service, rewards and recognition programs and service recovery. 
• Ensures that all GuestPath policies/procedures are adhered to during all events. Educate and communicate GuestPath successes with managers and Team Members. Assist management team in identifying the training/service gaps based on the self- inspections, surveys, and standards assessments. Identify the gaps and provide tools to teams to drive and track change.
• Manage and support Guest Experience Management Team. Demonstrate strong leadership, exemplary service, mentorship and guidance as well as overall guest experience to ensure client satisfaction and the maximization of guest experience.
• Act as a brand champion for TD Garden, bringing brand experiences to life for our guests and Team Members; build and foster a high performing team that is results driven with a branded, service culture mindset.
• Operate with an entrepreneurial mindset to drive and evolve the guest experience at TD Garden, including collaborating with departments to ideate, review, and consider innovative technology where appropriate.
• Track and analyze customer feedback to understand trends and root causes and implement plan for resolution.
• All other duties as assigned.

Qualifications 

• Bachelor’s degree or equivalent experience with experience in creating processes and delivery of guest service 
• Demonstrated ability to produce results through others, to think ahead, and manage multiple priorities 
• Experience with customer service systems development and deployment, problem analysis and problem resolution at a functional level, employee training and development, strong customer orientation, and computer skills   
• Experience with premium clients and spaces, preferably in the sports and entertainment capacity, as well as working in a unionized environment 
• Experience overseeing profit and loss with a proven track record of delivering growth and profitability 

Shift Details 

Evenings as neededHolidaysWeekends

Who We Are 

Delaware North purchased the historic Boston Garden in 1975 and later constructed its successor, TD Garden, and neighboring The Hub on Causeway, both of which we continue to own and operate. As New England’s largest sports and entertainment arena, TD Garden is the home of the storied NHL’s Boston Bruins and NBA’s Boston Celtics franchises and hosts over 200 events annually with over 3.5 million visitors.

At Delaware North, you’ll love where you work, who you work with, and how your day unfolds. Whether it’s in sporting venues, casinos, airports, national parks, iconic hotels, or premier restaurants, there’s no telling where your career can ultimately take you. We empower you to do great work in a company with 100 years of success, stability and growth. If you have drive and enjoy the thrill of making things happen - share our vision and grow with us.

Delaware North Companies, Incorporated and its subsidiaries consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status. Delaware North is an equal opportunity employer.