Guest Experience Manager

Description

Become a part of the team behind the team.

As employees of the Portland Trail Blazers at the Rose Quarter, we do more than basketball. We are blazing trails toward winning championships on and off the court. 

We are pioneers and innovators. We look for people who push boundaries, who dream, who are committed to inclusivity – who want to contribute to Rip City!

As our Guest Experience Manager, you’ll be at the heart of the action, ensuring that every event at the Rose Quarter campus—from Trail Blazers home games and Winterhawks hockey matches to concerts and family events—is an unforgettable experience for guests and staff alike. You’ll lead and inspire our front-of-house team, handle guest feedback with finesse, and keep everything running smoothly with your scheduling and attendance expertise. Your role involves crafting extraordinary moments, from the first hello to the final goodbye, while fostering a vibrant and inclusive environment. Dive into the excitement and make every event at the Rose Quarter truly special!

Our ideal candidate brings a strong background in customer service and large-scale event management. You have experience supporting and motivating staff while fostering a collaborative environment.  If you have strong communication and problem-solving skills, and enjoy building relationships and creating meaningful experiences for our guests, we want to hear from you!

DAY-TO-DAY:

• Energize the Guest Experience team with a positive environment, making work enjoyable and fostering team cohesion while ensuring guests have a memorable experience.
• Design and oversee monthly schedules to ensure the right staffing levels for each event, balancing efficiency and coverage to meet operational needs.
• Offer coaching, training, and constructive feedback to help team members thrive, and address performance issues to maintain high service standards.
• Lead by example to reinforce our service values, ensuring that every guest interaction upholds our commitment to exceptional service and reflects our core values.
• Handle guest concerns with professionalism and responsiveness via phone and email, using feedback to drive continuous improvement and enhance guest satisfaction.
• Work closely with the Events Department and other stakeholders to ensure effective staffing and seamless integration across all events.
• Actively contribute to a diverse and inclusive environment, ensuring that all team members feel valued and supported.
• Participate in team initiatives, take on additional projects as assigned, and contribute to achieving the overall goals of the Guest Experience and Rose Quarter teams.
  
   

WE’D LIKE TO HEAR FROM YOU IF YOU:

• Have demonstrated customer service experience, preferably in Guest Experience.
• Have excellent communication skills with a proven ability to engage with diverse guests and team members in a positive and clear manner.
• Bring strong leadership experience, with a focus on developing and motivating staff in a supportive, feedback-rich environment.
• Possess a deep understanding of customer service principles and have a track record of creating memorable guest experiences.
• Are creative, with experience in innovating and implementing strategies to enhance the guest experience.
• Adapt easily to dynamic environments and can manage shifting priorities with ease.
• Have a genuine passion for live entertainment and developing teams.
• Excel in problem-solving and decision-making in fast-paced situations.
• Are dedicated to developing a diverse and inclusive environment and have a track record of creating inclusive spaces. 
• Are able to work evenings, weekends, and holidays as required by the Portland Trail Blazers event schedule.

WE’D BE THRILLED IF YOU ALSO HAVE:

• A bachelor’s degree (B. A.) from a four-year college or university in a relevant field or possess an equivalent combination of education and experience.
• Previous experience in the sports or entertainment industry.
• Familiarity with industry trends and best practices in sports and entertainment.
• Knowledge of ABI Mastermind Time and Attendance System.

Offers of employment are conditional upon the successful results of an individual background check. We consider qualified applicants with criminal histories and review results on an individual basis.

The Portland Trail Blazers at the Rose Quarter embraces diversity and inclusion. We celebrate individual expression and uniqueness on our campus. We do not tolerate harassment or discrimination. We are committed to hiring individuals that reflect the community we serve without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, disability, genetic information, or other legally protected characteristics. We are an equal opportunity employer.

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.

PERKS: 

We invest in our employees inside and outside of work. Our benefits package for full-time teammates includes:

• Salary Range: $70,000 - $76,000 annually
• Competitive Healthcare Coverage
• Retirement Plan
• Paid Maternal & Parental Leave
• Flexible Time Off (3 weeks + 11 holidays)
• Wellness Perks
• Tuition Reimbursement
• Free Parking + Discounted Mass Transit Passes
• Discounted & Complimentary Tickets
• Ongoing Learning & Development