Guest Experience Team Member

Guest Experience Team Member

The Florida Panthers Guest Experience Department is looking for dedicated, personable, and attentive individuals willing to provide a world-class championship experience for all guests. Each position is vital to our operation, and we are looking for committed, proactive, customer service-oriented candidates to fill these roles. Our Guest Experience team members play a pivotal role in creating the best experience for our guests from the moment they enter the arena until the moment they depart.

Essential Functions

• Greet and welcome guests as they enter Amerant Bank Arena and War Memorial Auditorium
• Provide excellent customer service to enhance the guest experience
• Proactively assist guests with any questions or concerns they may have
• Understand and enforce all venue policies and procedures
• Assume ownership in resolving guest challenges within the venue, including duplicate ticket issues, inappropriate guest behavior, and prohibited items
• Exhibit strong verbal and interpersonal skills with the ability to communicate effectively with guests and other employees
• Maintain a fun, customer service-oriented attitude and professional appearance at all times
• Provide guests with accurate directions to seating areas, concession stands, restrooms, and other venue locations
• Report all incidents to the Supervisor or Management, including injuries or health-related issues, lost or damaged property, and alcohol-related incidents

Core Competencies

• Customer Service: Manages customer situations effectively; responds promptly to guest needs and requests for service and assistance
• Ethics: Treats coworkers and guests with respect; works with integrity to uphold the values of the organization
• Problem Solving: Identifies and resolves problems, developing alternative solutions; works well in group problem-solving situations using reason and sound judgment
• Attendance & Punctuality: Adheres to scheduling expectations to ensure adequate staffing, positive team morale, and consistent productivity standards

Qualifications

• Must be 16 years of age or older
• Upbeat, friendly, fan service-oriented attitude with a genuine desire to help people
• At least 6 months of customer service experience preferred
• Excellent verbal communication and interpersonal skills
• Basic knowledge of technology including ticket scanners, tablets, and time clocks
• Ability to work effectively within a team
• Must follow dress code and maintain a clean, presentable appearance at all times
• Must be available to work at least 70% of scheduled events per month

Work Environment

• This position works in an arena and auditorium where the noise level is generally high, crowd traffic is heavy, and temperatures are variable — often cold. Lights are bright or dark with occasional exposure to pyrotechnics.

• Physical Demands

  • Ability to stand for long periods of time as well as walking and climbing stairs
  • Ability to lift and/or move items up to 30 pounds

  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.