Manager, Guest Experience (Operations Administration

Manager, Guest Experience

$25.00 per hour

The Manager of Guest Experience serves as the Manager on Duty during events and is responsible for providing excellent customer service to all guests at the Grand Casino Arena, Roy Wilkins Auditorium, River Centre, and TRIA Rink. This position is a strong contributor to the motivation and oversight of guest service functions, ensuring staff satisfaction and retention while providing superior service and a safe environment.

This includes fostering employee engagement and retention through effective communication, operational oversight, and leadership. In addition to event responsibilities, this role supports departmental operations, including Lost and Found, facility tours, and payroll processing for part-time staff in partnership with the Payroll Manager.

On event days, the Guest Experience Manager oversees front-line staff and provides leadership and oversight of venue operations to ensure a safe, secure, and exceptional guest experience.

• Oversee event-related building preparations, including gate signage, ADA platform set-up, and additional operational requests to ensure the venue is event-ready and meets client expectations.
• Coordinate event preparation, including staff assignments, preparation and distribution of event-day materials, and research of previous events within the facility and at comparable venues to support planning and preparation for the event.
• Attends security briefings and collaborates with internal departments, public safety partners, and event stakeholders to support operational readiness.
• Leads pre-event staff meetings, communicating event-specific information, operational expectations, safety procedures, and guest service priorities.
• Provides supervision and support during the event to part-time staff by addressing employee concerns and performance issues as they arise, reinforcing uniform and departmental standards, monitoring employee engagement, documenting staff issues, and escalating significant concerns as appropriate.
• Directs staff and available resources during incidents, ensuring timely decision-making, risk mitigation, proper documentation, and collection of witness statements in accordance with departmental procedures.
• Provides leadership, guidance, and operational support to contracted security and first aid personnel, fostering collaboration and ensuring a safe, secure, and guest-focused environment.
• Responds to guest concerns, operational issues, and emergency incidents, assessing situations and determining appropriate courses of action.
• Reviews, prepares, and processes departmental billing for non-Minnesota Wild events.

Ensures the highest standards of safety and security by proactively monitoring event operations, evaluating procedures, identifying operational risks, and implementing improvements that support a safe, secure, and welcoming environment.

• Supports the Incident Management Team (IMT) during emergency situations by implementing established response procedures, coordinating staff, and assisting with the safe and orderly evacuation of guests, employees, and event personnel.
• Maintains working knowledge of venue operational and security equipment, including Evolv screening systems, magnetometers, ticket scanners, pedestals, 24/7 communication devices, radios, and X-ray machines, ensuring proper operation, troubleshooting issues, and supporting safe, efficient event operations.
• Accurately completes and verifies operational documentation, including incident reports, end-of-event reports, and ticket counts, utilizing the 24/7 Operations Management System to ensure timely, complete, and accurate event records
• Maintains a thorough understanding of departmental and facility policies and procedures, ensuring staff consistently follow established standards through coaching, guidance, and accountability.

On non-event days, the Guest Experience Manager oversees day-to-day Guest Experience department operations, supporting payroll, training, staff engagement, guest communications, and operational programs to ensure service excellence.

• Partners with the payroll manager to ensure payroll is…