Manager, Guest Experience

Organization Overview: The Florida Panthers are in their 33rd season in 2026-27 as one of the National Hockey League's premier franchises. As back-to-back Stanley Cup Champions in 2024 and 2025, the Panthers have won 11 of their past 12 postseason series and captured four Eastern Conference Championships. The organization is led by President of Hockey Operations & General Manager Bill Zito, entering his seventh season, and President of Business Operations Michael White, beginning his first full season. Anchored by a championship culture on the ice, the Panthers are equally committed to building a world-class sports and entertainment platform off of it. The organization focuses on delivering an elite guest experience across all venues, deepening the connection between the team and the South Florida community and continuing to grow the sport for the next generation. The Panthers operate four facilities in Broward County: Amerant Bank Arena in Sunrise which is home of Panthers home games, concerts and events, Panthers IceDen in Coral Springs, the state-of-the-art Baptist Health IcePlex in Fort Lauderdale and renovated War Memorial Auditorium which hosts concerts and events year-round. The Panthers are owned by Vincent J. Viola, a graduate of the United States Military Academy at West Point and a veteran of the U.S. Army. That foundation of selfless service shapes the organization's identity at every level. The Panthers' pillar program, "Heroes Among Us," honors a U.S. military veteran at every home game, and the Florida Panthers Foundation directs its efforts across four core pillars: veterans' affairs, children's health and education, raising awareness for the endangered Florida Panther and growing youth hockey throughout the region. The organization remains deeply committed to empowering and strengthening the diverse communities of South Florida and the tri-county area. Manager, Guest Experience Organization: Florida Panthers Hockey Club Department: Guest Experience Reports To: Assistant General Manager, Baptist Health IcePlex FLSA Status: Exempt (Salaried) Employment Type: Full-Time Location: Baptist Health IcePlex, Fort Lauderdale, FL — On-Site Schedule: Flexibility required for evenings, weekends, and holidays Job Summary The Florida Panthers and Baptist Health IcePlex are seeking a dynamic, high-energy, and detail-oriented event professional to join our team as Manager, Guest Experience. This position is responsible for ensuring that all guests and team members receive world-class service when visiting Baptist Health IcePlex at any time of day. The Manager, Guest Experience directly oversees the Guest Experience Coordinator, Party Hosts, and other designated Guest Experience staff members, and serves as the primary owner of event execution — leading the full event lifecycle from pre-event setup and staff mobilization through post-event close. This role also drives key operational initiatives including staff training and development, guest communication, conflict resolution, and feedback and data analysis to support continuous improvement. The ideal candidate is a hands-on event professional who thrives in a fast-paced environment, leads by example on the floor, and takes full ownership of outcomes from planning through wrap-up. Essential Duties & Responsibilities Provide world-class service to all guests visiting Baptist Health IcePlex Coordinate Guest Services operations in conjunction with other Guest Experience Managers Oversee Baptist Health IcePlex part-time event staff including recruiting, interviewing, hiring, training, and event day management Coordinate with the Operations and Security teams to understand staffing requirements for each session and event Manage and implement event day staff engagement programs along with standard operating procedures and training to promote an enhanced guest experience Monitor and respond to the guest feedback email account as the primary contact for inquiries Oversee 24/7 softwar…