Manager, Guest Experience

thefloridapanthers

Baptist Health IcePlex, Fort Lauderdale, FL · Baptist Health IcePlex

Posted Jul 28, 2026

Part-time
On-site
WM - GUEST SERVICES

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Job description

Organization Overview:

The Florida Panthers are in 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 Panthers have won 11 of their past 12 postseason series and captured four Eastern Conference Championships. The organization is led by President of Hockey Operations & General Manager Bill Zito, entering his seventh season, and President of Business Operations Michael White, beginning his first full season.

Anchored by a championship culture on the ice, the Panthers are equally committed to building a world-class sports and entertainment platform off of it. The organization focuses on delivering an elite guest experience across all venues, deepening the connection between the team and the South Florida community and continuing to grow the sport for the next generation. The Panthers operate four facilities in Broward County: Amerant Bank Arena in Sunrise which is home of Panthers home games, concerts and events, Panthers IceDen in Coral Springs, the state-of-the-art Baptist Health IcePlex in Fort Lauderdale and renovated War Memorial Auditorium which hosts concerts and events year-round.

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. That foundation of selfless service shapes the organization's identity at every level. The Panthers' pillar program, "Heroes Among Us," honors a U.S. military veteran at every home game, and the Florida Panthers Foundation directs its efforts across 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 organization remains deeply committed to empowering and strengthening the diverse communities of South Florida and the tri-county area.

Manager, Guest Experience

Organization: Florida Panthers Hockey Club
Department: Guest Experience
Reports To: Assistant General Manager, Baptist Health IcePlex
FLSA Status: Exempt (Salaried)
Employment Type: Full-Time
Location: Baptist Health IcePlex, Fort Lauderdale, FL — On-Site
Schedule: Flexibility required for evenings, weekends, and holidays

Job Summary

The Florida Panthers and Baptist Health IcePlex are seeking a dynamic, high-energy, and detail-oriented event professional to join our team as Manager, Guest Experience.

This position is responsible for ensuring that all guests and team members receive world-class service when visiting Baptist Health IcePlex at any time of day. The Manager, Guest Experience directly oversees the Guest Experience Coordinator, Party Hosts, and other designated Guest Experience staff members, and serves as the primary owner of event execution — leading the full event lifecycle from pre-event setup and staff mobilization through post-event close.

This role also drives key operational initiatives including staff training and development, guest communication, conflict resolution, and feedback and data analysis to support continuous improvement. The ideal candidate is a hands-on event professional who thrives in a fast-paced environment, leads by example on the floor, and takes full ownership of outcomes from planning through wrap-up.

Essential Duties & Responsibilities

Provide world-class service to all guests visiting Baptist Health IcePlex
Coordinate Guest Services operations in conjunction with other Guest Experience Managers
Oversee Baptist Health IcePlex part-time event staff including recruiting, interviewing, hiring, training, and event day management
Coordinate with the Operations and Security teams to understand staffing requirements for each session and event
Manage and implement event day staff engagement programs along with standard operating procedures and training to promote an enhanced guest experience
Monitor and respond to the guest feedback email account as the primary contact for inquiries
Oversee 24/7 software and internal Point of Sale software as it relates to event day usage, reporting, tasking, maintenance, and technical support
Develop, distribute, and maintain work schedules for the Guest Experience Coordinator, Party Hosts, and other Guest Experience staff; set up events in the payroll system, approve event-day employee hours, and process payroll following each session and event
Develop and enforce event day staff policies and procedures
Maintain, distribute, and track facility equipment such as radios, first-aid kits, and other event day items
Define and manage the departmental budget and procurement of supplies and equipment; review and process payments for the department
Collaborate cross-departmentally to support events, program promotions, and marketing initiatives
Curate and facilitate departmental training; actively monitor and identify on-the-job training opportunities
Address and resolve all guest inquiries, concerns, and feedback
Work closely with the Security Team to respond to medical calls and deploy remedial actions
Propose and implement strategies and programs to consistently improve guest satisfaction
Ensure compliance with the Americans with Disabilities Act (ADA) during all sessions and events
Act as Manager on Duty when assigned

Qualifications

Minimum of 2–3 years of guest services experience required
Minimum of 2–3 years of managerial experience preferred
Bachelor's degree or equivalent; hospitality, sports management, or a related field is a plus
Strong leadership and organizational skills with the ability to function effectively in a fast-paced environment
Exceptional customer service skills including de-escalation, service recovery, coaching, people management, recruitment, training, and the ability to motivate a diverse workforce
Strong problem-solving, analytical, and communication skills — both written and verbal
Self-starter able to take projects and assignments from concept to completion
Ability to read, interpret, update, and create training programs utilizing strategy documents, safety rules, operating and maintenance guides, and procedure manuals
Working knowledge of guest service and event best practices
Ability to speak effectively before groups of customers or employees
Working knowledge of Microsoft Office and scheduling and payroll software
Availability to work outside traditional business hours including nights, weekends, and holidays required

Position Type / Expected Hours of Work

This is a full-time exempt (salaried) position. Must be able to work flexible hours, including nights, weekends, and holidays as needed.

At the Florida Panthers Hockey Club, Arena Operating Company, Panthers IceDen, Sanza Food Service, War Memorial Benefit Corporation, and FLA Team Shop, we strive to make every employee feel valued and respected for who they are and the unique contributions they make. We believe that a diverse and inclusive company is a more innovative and successful company, which is why we aim to infuse diversity, equity, and inclusion (DE&I) into all aspects of our culture and our business.

We welcome all to apply and join our team.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.