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.
At the San Francisco Giants, we carefully consider a wide range of factors when determining compensation, including your background and experience. These considerations can cause your compensation to vary. We expect the base salary for this position to be in the range of $80,000 to $90,000 plus an annual Bonus , and will depend on your skills, qualifications, experience and other factors the San Francisco Giants consider relevant to the hiring decision.
In addition to your salary, the San Francisco Giants believe in providing a competitive total rewards package for its employees. We offer employees a full range of best in class benefits with robust medical, dental and vision coverage, a generous 401(K) matching program, and complimentary Giants tickets. At the Giants we prioritize employee wellbeing by offering dedicated mental health support, a hybrid working environment, transportation benefits, wellness programs, and paid time off including half day Fridays during the season and an extended holiday break. All benefits are subject to eligibility requirements and the terms of official plan documents which may be modified or amended from time to time.