Manager, Guest Experience

About Hollywood Park

Hollywood Park, a near 300-acre sports and entertainment destination, is being developed by Los Angeles Rams Owner/Chairman E. Stanley Kroenke with the 70,000-seat SoFi Stadium as its centerpiece. Hollywood Park is the largest urban mixed-use mega development under construction in the Western United States. When complete, Hollywood Park will have up to 2,500 residences, a hotel, a retail district reaching up to 890,000 square feet, up to 5 million square feet of office space, and more than 25-acres of public parks and open space.

Home to the Los Angeles Chargers and Super Bowl LVI Champion Los Angeles Rams, SoFi Stadium is the host of world-renowned sporting events, including Super Bowl LVI in 2022, College Football Playoff National Championship game 2023, WrestleMania 2023, World Cup 2026, and the Opening and Closing Ceremonies of the Olympics in 2028. Adjacent to the stadium and under the same roof canopy is a 2.5-acre open-air plaza, American Airlines Plaza, and the 6,000-seat YouTube Theater. YouTube Theater is an intimate venue, making it the perfect place for concerts, comedy, awards shows, esports competitions, community gatherings, conferences and more. 

Culture

Hollywood Park is being brought to life by a deeply experienced team of creative forward-thinkers. The project is a celebration of all that Los Angeles has to offer. We are inspired by our diverse Inglewood community as a place for the community to be, to see and to connect. 

Hollywood Park is committed to building and maintaining a workplace that celebrates the diversity of our team members, allowing them to bring their authentic selves to work every day.

At the heart of Hollywood Park, lies our dedication to our purpose, promise, and commitments. Our PURPOSE is creating extraordinary experiences, one moment at a time. Our PROMISE is to be an iconic destination that celebrates our diverse and vibrant community. We promise to exceed expectations while cultivating a fun and safe experience where lasting memories are made. Our COMMITMENTS are outlined by S.T.A.R.S. 

Our S.T.A.R.S. commitments are enabled by five foundational principles:

• Start with Care –  create a lasting impact through genuine care 
• Thrive as a Team – create an environment of collaboration and encouragement
• Anticipate Unspoken Needs – be proactive in delivering extraordinary service and support  others
• Resolve with Respect –  treat others with empathy, patience, and kindness
• Safety Always – maintain a safe and secure environment 

As the Manager, Guest Experience , You Will…

Continually foster a team that creates a standard of excellence to enhance the experience of our guests, employees, and stakeholders. The ideal candidate will have a strong background in managing a diverse, guest experience, part-time workforce. Manage initiatives including event staff training, guest communication and resolution, guest feedback and data analytics for process improvements. The candidate will also be a hands-on professional who enjoys rolling up their sleeves and working as part of a team. 

More Specific Responsibilities Include, But Are Not Limited To…

• Effectively managing assigned tasks in the Guest Experience department to strategically enhance the guest experience for all events at SoFi Stadium.
• Collaborating with our recruiting and training team on the process of hiring, onboarding and training.
• Developing, coaching, recognizing and participating in the performance management of team members to ensure consistency in service.
• Operationally preparing for event day readiness activities, including the staffing of 500+ part-time team members.
• Creating post-event reports and recaps of event night service incidents to identify trends and offer guidance and solutions for guest experience and operational improvements.
• Determining and refining the processes, procedures, and systems for guest inquiries, feedback, complaints, and working closely with all departments and business lines to address guests both proactively and reactively.
• Support the training of team members in the STARS program, as well as other training such as ADA, and other specialty position training.

We’d Love to Hear From People With…

• 2-4 years experience in a management role leading large-scale guest services & experience programs 
• 3-5 years of  large event staffing and scheduling 
• 2-4 years of experience managing entry gates 
• Ability to work non-traditional hours including nights, weekends, and holidays.
• Passion for providing the highest quality service and puts guest's needs before their own needs first.
• Solution oriented problem solver who can resolve issues in real time and implement long-term strategies.
• Must be adaptable with the ability to work under pressure to meet deadlines.
• Strong ability to communicate challenging information in verbal and written form
• Ability to manage multiple tasks and prioritize needs efficiently.
• Knowledge of scheduling software (e.g., ABI and Paycor) and practices for large teams 
• Proficient in all Google and Microsoft suite software etc.
• Bachelor's Degree in Sports/Event Management, Hospitality, Training & Education, HR, Business Administration or an equivalent combination of education and experience in the field, preferred.

Physical Requirements

The physical requirements described here are representative of those that must be met by an employee to perform the essential functions of this job successfully.  Employees must be able to move objects and use abdominal and lower back muscles to provide support over time without fatigue. Constant movement and use of limbs; this position requires good manual dexterity, coordination, and stamina. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Essential Physical Requirements: 

LIFTING ...........................................Lift up to 40 pounds 

CLIMBING/BALANCE ...................Prolonged Steps or stair climbing, balancing 

STOOPING/BENDING OVER.......Occasional 

STANDING/SITTING.......................Prolonged standing/sitting throughout the day 

REACHING ......................................Occasional overhead as well as horizontal 

SPEAKING.......................................Proficiency in English 

Essential Environmental Conditions: 

INSIDE/OUTSIDE ...........................Generally, indoor conditions are air-conditioned, and outside conditions that include inclement weather, heat, humidity, rain, sleet, and wind.

COLD/HEAT ...................................General air-conditioned environment as well as outside and exposed to elements, including direct sunlight, rain, sleet, and wind

WET/DRY ........................................Not unusual moist/dry environment 

NOISE/VIBRATIONS ....................High noise level and vibration high 

HAZARDS........................................Non-hazardous environment 

FUMES/DUST/ODORS.................Normally controlled environment 

HEIGHTS……………………………………Comfortable with working heights

Salary Range: $70,000 - $90,000

In compliance with the California Pay Transparency Act, compensation information provided is a good faith estimate for this position only. Hollywood Park considers a candidate’s education, certification, prior experience, as well as internal and external data when determining the salary level for potential new employees. Only in exceptional circumstances, if an external candidate has the experience, credentials, or expertise far exceeding what is expected for the position, would Hollywood Park consider paying a salary or rate near the higher end of the range.