Talking Stick Resort Amp -Employee & Guest Experience Manager

Live Nation Worldwide•Phoenix, AZ

7d•Onsite

About The Position

Venue Nation is seeking an Employee & Guest Experience Manager for the TSRA. The Experience Manager will be responsible for administering various corporate and venue designed initiatives that support employee engagement and recognition programs, and guest service-related initiatives. The ideal candidate is a proactive self-starter who thrives in dynamic environments and embraces the variability that comes with live entertainment.

Requirements

A natural interest in helping others and a heart for service.
A passion for delivering engaging and memorable fan experiences.
Must be able to maintain composure and organization in an often hectic and loud environment.
Be flexible and approach the job with a one team mentality no matter the task.
Proficient computer skills required including the ability to use Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and CANVA.
Familiar with using data and feedback to improve experiences.
A positive outlook, strong communication skills including public speaking or meeting facilitation skills and the ability to engage others.
Strong problem-solving skills and demonstrated experience finding creative, yet viable solutions.
1-3 years’ plus of work experience in a comparable role.
Position requires constant physical activity such as walking, climbing stairs, lifting, and carrying equipment.
Must be able to lift 30 lbs. using proper lifting techniques.

Responsibilities

Lead communication and engagement efforts through newsletters, day-of-show info sheets, and other tools that connect employees to the venue’s service culture.
Curate and maintain the day-of-show employee experience by managing the upkeep of dedicated areas (e.g. tent, room, wall) that not only reduce hassles and boost morale, but spotlight recognition, pertinent venue/show information and key repeatable messages, all to help enhance their overall work experience.
Administer recognition programs that celebrate small and large service wins, build a “ONE-CREW” culture, and organize ongoing appreciation events.
Serve as venue lead for service-focused training. Partner with managers to deliver staff training, reinforce standards (Safety, Care, Encore, Efficiency), and ensure consistency before, during, and after events.
Design and deliver initiatives for service recovery, surprise-and-delight moments, and milestone celebrations (e.g., first shows). Support inclusivity by staying aware of and reinforcing programs that enhance the venue experience for all fans, including those with disabilities or sensory needs and collaborate closely with the Venue Accessibility Coordinator where applicable.
In partnership with the General Manager and regional leadership, lead the post-show reporting process by capturing and analyzing guest feedback, service trends, and operational data. Leverage historical show data and performance metrics to identify patterns, anticipate needs, and inform future planning. Translate findings into actionable plans that drive continuous improvement and accountability.
Work alongside the General Manager to manage employee Care and Recognition budgets, streamline event-day operations, and identify opportunities to remove friction points for both fans and staff—ensuring efficiency and a smooth, hospitality-driven experience at every show.
Build regular touchpoints with venue leadership, regional Fan Services leads and join regional/national Experience Managers to learn, discuss and adopt guest- and employee-focused programs.