Manager Guest Experience

About the role

The Guest Experience Manager leads event‑day operations at Oracle Park, overseeing a large seasonal team to ensure safe and exceptional experiences for fans at baseball games and special events. This permanent, onsite position reports to the Guest Services Leadership team and collaborates closely with Ballpark Operations and other departments.

Key responsibilities

• Develop and maintain SOPs, operational checklists, and service standards for guest experience.
• Manage full recruitment, onboarding, and training for Guest Services and Fan Lot staff.
• Create and adjust event‑day staffing assignments, deployment maps, and operational plans.
• Supervise frontline staff and supervisors, ensuring adherence to service standards.
• Serve as primary responder for escalated guest issues, ADA concerns, and operational incidents.
• Oversee staff scheduling, payroll approvals, attendance tracking, and related admin tasks.
• Lead training sessions, pre‑event briefings, and ongoing communications.
• Drive staff engagement through recognition, feedback, and collaboration initiatives.
• Coordinate with Ticketing, Security, Ballpark Operations, Premium Services, and Partnerships for integrated programs.
• Support execution of special events, large‑scale activations, and private events.
• Complete post‑event reports analyzing staffing effectiveness, incidents, and guest outcomes.
• Manage the Guest Services Assistant (part‑time Front Office seasonal) role.
• Act as Manager on Duty during non‑baseball events as needed.

Required profile

• 3–5 years of full‑time experience in guest services, venue operations, hospitality, or a related supervisory role.
• Proven ability to manage large event teams in high‑pressure environments.
• Strong problem‑solving and conflict‑resolution skills.
• Willingness to work nights, weekends, and extended hours.
• Ability to coach, motivate, and engage a diverse workforce.
• Experience with unions is preferred.

Required skills

What we offer

• Competitive salary range of $80,000 – $90,000 per year.