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Manager Guest Experience
Oracle Park, SF$80K - $90KPosted 2 weeks ago
Full-timeonsite
Job Description
About the Team:
The Guest Services Leadership team supports one of the largest seasonal event staff groups at Oracle Park, working closely with Ballpark Operations and other departments to deliver safe and exceptional guest experience at all events.
About the Role:
The Guest Experience Manager oversees event-day operations, supervises seasonal staff and supervisors, oversees staffing plans, resolves escalated guest issues, and supports hiring, training, and communication for all Guest Services event staff. This role contributes to the successful execution of baseball games and year-round special/private events.
You’re Excited About This Opportunity Because You…
- Collaborate and maintain departmental SOPs, operational checklists, and event-day service standards.
- Manage the full recruitment, onboarding, and training process for Guest Services and Fan Lot team members.
- Create event-day staffing assignments, deployment maps, and operational plans; adjust deployment during ingress, in-game, and egress operations as conditions change.
- Supervise frontline staff and supervisors during events, ensuring consistent adherence to service standards.
- Serve as primary responder for escalated guest issues, ADA concerns, and operational incidents.
- Oversee staff scheduling, payroll processing/approvals, attendance tracking, and related administrative tasks in collaboration with the Guest Services Coordinator.
- Assist with leading training sessions, pre-event briefings, and ongoing team member communications.
- Driving staff engagement and employee experience initiatives through recognition, feedback, and collaboration.
- Coordinate with Ticketing, Security, Ballpark Operations, Premium Services, and Partnerships for integrated event-day programs and activations.
- Support the execution of special events, large-scale activations, and private event programs.
- Complete post-event reports, analyzing staffing effectiveness, incidents, and guest experience outcomes.
- Manage and support the Guest Services Assistant (part-time Front Office seasonal) role.
- Act as Manager on Duty during non-baseball events as needed.
Qualifications
- 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.
- Ability to work nights, weekends, and extended hours.
- Strong computer, scheduling, and reporting proficiency.
- Ability to coach, motivate, and engage a diverse workforce.
- Experience with unions is preferred.
We’re Excited About You Because…
- You are an effective, patient, and approachable leader with strong communication skills.
- You are organized, proactive, and comfortable managing multiple priorities simultaneously.
- You thrive in fast-paced, team-oriented environments.
- You are committed to delivering a best-in-class experience for both guests and team members.
About the Team:
The Guest Services Leadership team supports one of the largest seasonal event staff groups at Oracle Park, working closely with Ballpark Operations and other departments to deliver safe and exceptional guest experience at all events.
About the Role:
The Guest Experience Manager oversees event-day operations, supervises seasonal staff and supervisors, oversees staffing plans, resolves escalated guest issues, and supports hiring, training, and communication for all Guest Services event staff. This role contributes to the successful execution of baseball games and year-round special/private events.
You’re Excited About This Opportunity Because You…
- Collaborate and maintain departmental SOPs, operational checklists, and event-day service standards.
- Manage the full recruitment, onboarding, and training process for Guest Services and Fan Lot team members.
- Create event-day staffing assignments, deployment maps, and operational plans; adjust deployment during ingress, in-game, and egress operations as conditions change.
- Supervise frontline staff and supervisors during events, ensuring consistent adherence to service standards.
- Serve as primary responder for escalated guest issues, ADA concerns, and operational incidents.
- Oversee staff scheduling, payroll processing/approvals, attendance tracking, and related administrative tasks in collaboration with the Guest Services Coordinator.
- Assist with leading training sessions, pre-event briefings, and ongoing team member communications.
- Driving staff engagement and employee experience initiatives through recognition, feedback, and collaboration.
- Coordinate with Ticketing, Security, Ballpark Operations, Premium Services, and Partnerships for integrated event-day programs and activations.
- Support the execution of special events, large-scale activations, and private event programs.
- Complete post-event reports, analyzing staffing effectiveness, incidents, and guest experience outcomes.
- Manage and support the Guest Services Assistant (part-time Front Office seasonal) role.
- Act as Manager on Duty during non-baseball events as needed.
Qualifications
- 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.
- Ability to work nights, weekends, and extended hours.
- Strong computer, scheduling, and reporting proficiency.
- Ability to coach, motivate, and engage a diverse workforce.
- Experience with unions is preferred.
We’re Excited About You Because…
- You are an effective, patient, and approachable leader with strong communication skills.
- You are organized, proactive, and comfortable managing multiple priorities simultaneously.
- You thrive in fast-paced, team-oriented environments.
- You are committed to delivering a best-in-class experience for both guests and team members.
About the Giants
One of the oldest teams in Major League Baseball, the San Francisco Giants are dedicated to enriching our community through innovation and excellence on and off the field. This past decade, the organization has won three World Series Championships, made four playoff appearances and thrown four no-hitters.
Off the field, the Giants have become internationally-renowned as a host to entrepreneurial and premier entertainment events. Celebrating over 60 years in San Francisco, the organization is entrenched in the Bay Area community as the Giants work with corporate and non-profit partners to raise awareness, educate and generate interest in a variety of issues important to both their fans and the local community.
We are truly unique; we are an organization committed to your growth, your learning, your development and your entire employee experience. We only win when our employees succeed and we're dedicated to helping you develop your strengths. We have a cultural foundation built on diversity, innovation and teamwork and we want you and your ideas to thrive at the San Francisco Giants.
Our Commitment to Diversity and Inclusion
At the Giants, we strive to foster an inclusive work environment that encompasses the rich diversity of the San Francisco Bay Area, the place we call home. We welcome all people and are committed to creating an inclusive community built on a foundation of respect for all individuals. We seek to hire, develop and retain talented people from all backgrounds. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunities to excel.
Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups strongly encouraged to apply. If you are not sure that you’re 100% qualified, but up for the challenge - we want you to apply.
At the Giants, we believe we put our best work forward when our employees bring together ideas that are diverse in thought. We are proud to be an equal opportunity workplace and are committed to equal employment opportunity regardless of race, religious creed, color, national origin, ancestry, medical condition or disability, genetic condition, marital status, domestic partnership status, sex, gender, gender identity, gender expression, age, sexual orientation, military or veteran status and any other protected class under federal, state or local law. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. In addition, we will provide reasonable accommodations for qualified individuals with disabilities. If you have a disability or special need, we would like to know how we can better accommodate you.