Manager of Guest Experience at Charlotte Hornets
Job Description
The Manager of Guest Experience is a dynamic, service-driven leader and strategic partner within the Hornets Sports & Entertainment (HSE) Guest Experience (GE) team. This role plays a critical part in elevating the Spectrum Center into a premier destination in sports and entertainment by delivering exceptional, memorable guest experiences.
This leader will balance reactive guest recovery with proactive innovation—developing creative “Surprise & Delight” moments for both guests and team members. They will continuously evaluate and enhance processes to improve the overall experience for internal and external stakeholders.
With a strong focus on professional development, the Manager will empower team members to bring authentic, energetic, and service-minded personalities to every interaction throughout their employment lifecycle. They will also prioritize coaching, mentoring, and developing both direct reports and supervisory leaders.
As a culture carrier, this individual will champion the C.R.O.W.N. standards:
Create a connection. Respond with purpose. Own the moment. Win every interaction. Now is the time to act.
Core Values
The Charlotte Hornets organization embodies the following core values
- Integrity
- Teamwork
- Competitiveness
- Candor
- Accountability
- Resilience
Essential Duties and Responsibilities
People Management
- Partner with HR and recruiting teams to design and execute hiring events that attract high-energy, service-oriented candidates aligned with C.R.O.W.N. values.
- Lead the selection and onboarding of Guest Experience Ambassadors, ensuring a strong and sustainable talent pipeline
- Maintain optimal staffing levels to exceed event operational needs.
- Support and deliver C.R.O.W.N. service training and onboarding programs, including “Welcome to the Four.”
- Coach, mentor, and develop supervisors and team members to build a high-performing, engaged workforce.
- Serve as a subject matter expert in workforce management systems (e.g., ABI MasterMind) to manage scheduling, payroll, labor costs, and reporting.
- Collaborate in Arena People Leader meetings to share best practices, enhance team member experience, and support recognition initiatives.
Operational Management
- Partner cross-functionally with HSE departments to plan and execute seamless event-day operations.
- Serve as the Guest Experience Point of Contact (POC) during games and events, leading frontline teams and supervisors.
- Drive exceptional service delivery across key areas, including building exteriors, entry points, main concourses, and premium spaces.
- Collaborate with arena leadership to improve ingress strategies, ensuring a fast, friendly, and efficient entry experience.
- Oversee guest recovery efforts, VIP activations, and special event experiences.
- Manage Lost & Found operations and ensure timely guest follow-up.
- Oversee Sensory Rooms, Parent Rooms, Guest Experience Booths, and Kids Club activations.
- Act as liaison with internal departments (Fan Experience, Ticketing, Partnerships, Community Impact) for event-day activations.
- Maintain proficiency in operational platforms (e.g., ticketing systems, reporting tools, and internal software).
Required Skills, Experience and Abilities
To perform the job successfully, you should demonstrate the following competencies:
- 3–5+ years of leadership experience in sports & entertainment, hospitality, retail, or a related industry.
- Proven ability to lead and develop high-performing teams, including both hourly and salaried staff.
- Strong communication and interpersonal skills with the ability to influence, collaborate, and build trust.
- A people-first, solutions-oriented leadership style with a commitment to team success.
- Strategic thinker with the ability to translate vision into actionable plans and measurable results.
- Proficiency in Microsoft Office Suite, with the ability to analyze data and create impactful presentations.
- Adaptability and flexibility in a fast-paced, evolving environment.
- Ability to work a flexible schedule, including nights, weekends, holidays, and all Hornets home games and events.
Preferred Qualifications
- Bachelor’s degree in a related field, or equivalent combination of education and experience.
- Demonstrated success in a Manager-level (or higher) leadership role.
- Track record of driving performance, building strong team cultures, and achieving strategic goals.
Additional Information
This is a full time benefit eligible position. HSE is dedicated to creating and upholding a welcoming environment that celebrates diversity.
HSE provides valuable benefits and competitive time off policies to help you and your family lead healthy, balanced lives.
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