Guest Experience Manager

Overview

The Guest Experience Manager at the Broward Center for the Performing Arts and The Parker is highly personable, friendly, and focused on delivering a grand sense of occasion for all guests. This manager position is responsible for managing various guest service operations, team management and training that ensures positive guest and artist experience.

• Supervise department staff. Work with Human Resources and the Director of Guest Experience to ensure staffing decisions and actions are consistent with organizational goals.
• Exhibit a positive attitude with consideration for others.
• Provide consistent “world-class” service to discriminating patrons to ensure a dynamic service experience whether in person at an event, by phone or email.
• Greet and welcome guests and proactively assist guests with any questions or concerns.
• Exhibit a fun, customer service‑oriented attitude and professional appearance at all times.
• Deliver unparalleled service when assisting visitors in locating events, activities, transportation, parking, restaurants, box office, ushers, security, and related services.
• Contribute to the design and implementation of ongoing training programs for Guest Experience staff, including onboarding, customer service excellence, emergency procedures, and accessibility awareness.
• Conduct regular team development sessions to foster collaboration, improve communication, and optimize team performance.
• Provide team coaching, feedback, and growth opportunities to ensure continuous improvement.
• Understand all venue policies and procedures.
• Oversee team member schedules for supervisors, ushers, and support staff.
• Report all incidents to the Director or Management; including but not limited to injuries or health related issues, lost or damaged property, and alcohol related incidents.
• Provide accessibility assistance to guests and coordinate accessibility resources.
• Communicate with production, ticketing and operations teams, parking garage team, public safety personnel, and related Broward Center teams to consistently deliver a safe and joy-filled arrival and departure journey.
• Support ordering, inventory, and stocking for the department.
• Address customer complaints with empathy and compassion while offering viable solutions.
• Assume ownership in resolving guest challenges on campus (e.g., duplicate ticket issues, inappropriate or suspicious guest behavior, guests cursing, fighting, or attempting to bring prohibited items into the venue).
• Remain informed about all events and activities within the facility during scheduled periods.
• Ensure accurate, on-brand signage is displayed on campus and within all venues.
• Oversee programs, handouts, and inserts are delivered and properly distributed.
• Manage any event-related initiatives as needed or assigned.
• Complete additional duties as assigned.

• Customer Focus - Understand the needs of the customer (internal & external) and act accordingly to create an exceptional experience.
• Teamwork - Work as a collaborative member of a group contributing to the overall mission, strategies and goals.
• Accountability - Take ownership of deliverables and actions and contribute value to the organization. Accept responsibility for actions and outcomes.

• Able to maintain a physical presence at designated work locations, maintaining regular attendance, punctuality and work a flexible schedule including nights, weekends, holidays and events required.
• Able to communicate effectively in English, both in writing and verbally. Spanish fluency preferred.
• Exhibit a fun, customer service‑oriented attitude and consistent professional appearance.
• Skill in recognizing and preventing issues before they arise.
• Knowledgeable of all areas of the Broward Center and The Parker campus and neighboring areas including directions to/from campus from surrounding areas.
• Established skills at hospitality team training, mentoring and performance improvement metrics.
• Demonstrate understanding of accessibility requirements and inclusive service to guests with disabilities.
• Knowledgeable about emergency management policies and procedures.
• Able to operate hand-held radios and ticket scanners.
• Understanding of emergency management policies and procedures.
• Demonstrate excellent organizational skills, multitasking abilities, and proficiency in time management.
• Demonstrate professionalism, tact, and courtesy during all patron interactions.
• Use mobile devices to provide information and directions.
• Strong verbal and interpersonal skills with the ability to communicate effectively with guests and other team members.

• Guest Experience Supervisors EV
• Head Ushers EV

• Minimum 2 years of customer service and experience or proven success live event experience is a plus.
• AA/AS Degree or Higher preferred or equivalent combination of training and experience.