Guest Experience Manager
The Nashville Takeover
About the Role
The Guest Experience Manager is responsible for ensuring every guest has an exceptional experience from the moment they purchase a ticket until the event weekend is complete. This is a fast-paced, high-pressure role that requires outstanding communication, problem-solving skills, and the ability to remain calm under pressure.
You'll be the primary point of contact for guests before, during, and after our events while leading our front-facing event operations on weekends.
Key ResponsibilitiesGuest Communication
- Respond promptly and professionally to guest emails, phone calls, text messages, social media messages, and other inquiries.
- Assist guests with ticketing, reservations, event information, and general questions.
- Resolve issues quickly while delivering an exceptional customer experience.
Event Operations
- Lead all guest-facing operations during Nashville Takeover weekends.
- Coordinate registration, check-in, wristband distribution, and guest services.
- Oversee volunteers, registration staff, and door teams across multiple venues.
- Ensure all front-facing team members are informed, organized, and delivering outstanding service.
Guest Experience
- Handle guest concerns and complaints professionally and confidently.
- Make real-time decisions to resolve issues while maintaining a positive experience for guests and venue partners.
- Work closely with operations, venue partners, artists, and management to ensure events run smoothly.
Team Leadership
- Recruit, train, schedule, and manage volunteers and front-facing event staff.
- Ensure every team member understands our standards for hospitality and professionalism.
- Foster a positive, energetic culture among event staff.
What We're Looking For
- Exceptional communication and people skills.
- Confident handling difficult conversations and conflict resolution.
- Highly organized with excellent attention to detail.
- Able to multitask and thrive in fast-paced environments.
- Calm under pressure and capable of making quick decisions.
- Self-motivated with strong initiative and accountability.
- Professional, personable, and positive.
Requirements
- Based in or willing to work from our London, Ontario office.
- Available to travel extensively throughout Ontario and Canada for events.
- Must have a flexible schedule, including evenings, weekends, and holidays during event season.
- Must be comfortable being on call outside regular office hours when guest issues arise.
- Valid driver's license and reliable transportation.
- Willingness to work long hours during event weekends.
The Reality of This Role
This is not a typical 9-to-5 position. During event weekends, you'll be one of the key leaders responsible for ensuring thousands of guests have an incredible experience. The pace is intense, the expectations are high, and every weekend brings new challenges.
If you love live events, thrive under pressure, enjoy solving problems, and take pride in creating unforgettable guest experiences, this is an opportunity to play a vital role in one of Canada's fastest-growing event experiences.
Pay: $3,700.00-$5,000.00 per month
Work Location: In person
