Guest Experience Team Member

Organization Overview:
The Florida Panthers enter their 33rd season in 2026-27 as one of the National Hockey League's premier franchises. As back-to-back Stanley Cup champions in 2024 and 2025, the Cats have emerged victorious in 11 of their past 12 postseason series and have captured four Eastern Conference championships. The Panthers are led by President of Hockey Operations & General Manager Bill Zito entering his seventh season, and President of Business Operations Michael White who begins his first full season.

As the NHL's southernmost team, the Panthers operate four facilities in Broward County, Florida:
Amerant Bank Arena in Sunrise; the Panthers Ice Den in Coral Springs; the state-of-the-art Baptist Health Ice Plex in Fort Lauderdale; and the renovated War Memorial Auditorium, which hosts concerts and events for the South Florida faithful year-round.

An organization with deep roots in the community, the Panthers are owned by Vincent J. Viola, a graduate of the United States Military Academy at West Point and a veteran of the U.S. Army. Emphasizing a culture of selfless service both on and off the ice, the Panthers pillar program, "Heroes Among Us," honors a United States military veteran at every game.

The Florida Panthers Foundation focuses on four core pillars: veterans' affairs; children's health and education; raising awareness for the endangered Florida Panther; and growing youth hockey throughout the region. The Panthers remain committed to empowering our fans to live sustainably and to strengthen the resiliency of our diverse communities throughout Florida and the tri-county area.

Guest Experience Team Member

• Organization: Florida Panthers Hockey Club
• Department: Guest Experience
• Reports To: Managers, Guest Experience & Coordinators, Guest Experience
• FLSA Status: Non-Exempt (Hourly)
• Employment Type: Part-Time
• Location: Amerant Bank Arena & War Memorial Auditorium - On-Site
• Schedule: Must be available to work at least 70% of scheduled events per month, including evenings, weekends, and holidays

Job Summary

The Florida Panthers Guest Experience Department is looking for dedicated, personable, and attentive individuals willing to provide a world-class championship experience for all guests. Each position is vital to our operation, and we are looking for committed, proactive, customer service-oriented candidates to fill these roles. Our Guest Experience team members play a pivotal role in creating the best experience for our guests from the moment they enter the arena until the moment they depart.
Essential Functions

• Greet and welcome guests as they enter Amerant Bank Arena and War Memorial Auditorium
• Provide excellent customer service to enhance the guest experience
• Proactively assist guests with any questions or concerns they may have
• Understand and enforce all venue policies and procedures
• Assume ownership in resolving guest challenges within the venue, including duplicate ticket issues, inappropriate guest behavior, and prohibited items
• Exhibit strong verbal and interpersonal skills with the ability to communicate effectively with guests and other employees
• Maintain a fun, customer service-oriented attitude and professional appearance at all times
• Provide guests with accurate directions to seating areas, concession stands, restrooms, and other venue locations
• Report all incidents to the Supervisor or Management, including injuries or health-related issues, lost or damaged property, and alcohol-related incidents

Core Competencies

• Customer Service: Manages customer situations effectively; responds promptly to guest needs and requests for service and assistance
• Ethics: Treats coworkers and guests with respect; works with integrity to uphold the values of the organization
• Problem Solving: Identifies and resolves problems, developing alternative solutions; works well in group problem-solving situations using reason and sound judgment
• Attendance & Punctuality: Adheres to scheduling expectations to ensure adequate staffing, positive team morale, and consistent productivity standards

Qualifications

• Must be 16 years of age or older
• Upbeat, friendly, fan service-oriented attitude with a genuine desire to help people
• At least 6 months of customer service experience preferred
• Excellent verbal communication and interpersonal skills
• Basic knowledge of technology including ticket scanners, tablets, and time clocks
• Ability to work effectively within a team
• Must follow dress code and maintain a clean, presentable appearance at all times
• Must be available to work at least 70% of scheduled events per month

Work Environment

This position works in an arena and auditorium where the noise level is generally high, crowd traffic is heavy, and temperatures are variable - often cold. Lights are bright or dark with occasional exposure to pyrotechnics.
Physical Demands

• Ability to stand for long periods of time as well as walking and climbing stairs
• Ability to lift and/or move items up to 30 pounds

At the Florida Panthers Hockey Club, Arena Operating Company,…