Guest Engagement Manager

About The Brand Lawn Club is an exciting competitive socializing destination in the Seaport, positioning itself as “New York’s Leisure Headquarters.” The massive 25,000 square foot venue features indoor and outdoor rentable gaming lawns, amazing cocktails, and a streamlined menu of tasty bites. Each rentable lawn includes popular lawn games, big-screen TVs, courtside F&B service, and dedicated “Lawncierges.” Lawn Club caters to a variety of audiences, from twenty-somethings to corporate event planners.

SEG is seeking a Guest Engagement Manager to join the team at the Lawn Club! Lawn Club is all about fun, and our Guest Engagement Manager brings it to life. This frontline leadership role shapes the guest experience, energy, and culture of Lawn Club through events, activations, and immersive entertainment. You’ll lead the Lawncierge team, manage guest flow, oversee game activations, and ensure every visitor leaves with a memorable experience.

You’ll also develop programming and partnerships to keep Lawn Club fresh, exciting, and “the funniest place in town.” The ideal candidate has experience in competitive socializing or high-energy hospitality, a creative mindset, and strong leadership skills. You thrive on the floor, balancing operations, team management, and guest engagement with presence, polish, and play.

What you will do

• Embody the brand’s key pillars of fun, leisure and team spirit
• Lead the Lawncierge team as a highly visible, floor-dominant leader, setting the standard for energy, professionalism, and guest engagement
• Own end-to-end guest flow and front-of-house execution, including guest arrivals, check-in, waivers, coat check, game orientation, and gameplay – ensuring clarity, pacing and confidence at every touchpoint
• Lead events on the floor serving as the main point of contact from setup to closing checks
• Develop and implement systems that minimize wait times, reduce confusion, and enhance guest confidence at every touchpoint
• Respond to guest concerns or gameplay issues with urgency, care, and creativity
• Maintain oversight of all gaming equipment and activation readiness before each shift
• Ensure clear communication between service areas including Beverage, Culinary, Events, and Front Desk for consistent handoffs and flow
• Hire, onboard, and train Lawncierge team members with an emphasis on crowd energy, and improvisational hospitality
• Lead daily lineups and pre-shift strategy for check in and game flow, special events, and seating logistics
• Own and maintain SOPs for guest experience interactions, including but not limited to: game orientation, equipment handling, and gameplay service
• Develop and coach Lawncierges and FOH team members toward high performance, with a strong focus on stage presence, professionalism, and proactive service
• Lead training in Seven Rooms, game rotation procedures, event support, and guest handling for Lawncierges
• Collaborate with Events team on group gameplay, tournaments, out-of-the-box activations of games, and premium experience delivery
• Plan and support new game launches, tournament activations, theme nights (concerts, sports, industry, dating, family, etc.) and high-touch guest interactions
• Attend and contribute to weekly BEO, operations, and leadership meetings
• Follow all company policies, procedures, and guidelines
• Operate ethically to protect the assets and image of the company
• Perform other duties and responsibilities as needed

• Own the ideation, planning, and execution of recurring and pop-up programming and brand activations (karaoke nights, trivia nights, tournaments, themed takeovers, and special event programming, and others)
• Serve as the on-floor host and lead presence for brand activations, setting the tone, pacing, and guest engagement in real time
• Partner with Marketing and Events to align activations with brand positioning, seasonal campaigns, and revenue goals
• Develop activation playbooks that can scale, repeat, and evolve while maintaining a high-energy, premium guest experience
• Train and coach Lawncierges to confidently support and co-host activations with strong stage presence
• Test, refine,…