Guest Experience Manager, TD Garden

Delaware North Boston Holdings is hiring a full-time Guest Experience Manager to join our team at TD Garden in Boston, Massachusetts. As a Guest Experience Manager, you will be responsible for leading the Guest Experience team, ensuring alignment with organizational goals and a best-in-class guest experience. If you thrive on excitement and want your workday to fly by, apply now to join the game day action.  

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

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.

• Develop and implement training programs, performance feedback processes, and continuous improvement initiatives that strengthen individual, team, and departmental performance 
• Establish and refine guest service procedures, response protocols, and follow up processes to effectively address service disruptions and enhance the guest experience 
• Oversee Guest Experience staffing, scheduling, budgeting, and event day logistics to support efficient operations and service excellence 
• Create and execute event game plans and staffing strategies that maximize operational effectiveness, compliance, and guest satisfaction 
• Manage labor relations by ensuring compliance with collective bargaining agreements and partnering with Human Resources on workforce matters 
• Direct front of house Guest Experience operations and lead recruitment, onboarding, training, performance management, and staff development efforts 
• Supervise North Station operations including bag check and concert merchandise services while driving revenue and maintaining event readiness 
• Ensure Guest Experience and North Station facilities are properly staffed, maintained, and prepared to deliver exceptional service at all events 

• Minimum of 5 years of experience in event or hospitality management, logistics, and coordination   
• Strong interpersonal, organizational, communication, and analytical skills 
• Ability to multitask and handle multiple events  
• Leadership experience and skills to oversee all aspects of a team of 300+ 
• Professional demeanor with the ability to remain calm, make sound decisions, and stay positive in stressful situations 
• Experience in a union environment is a plus    
• NBA or NHL arena experience is a plus   
• Ability to understand and work with computerized ticket systems to troubleshoot and support guests in event and at entry  

• Ability to push up to 30 pounds