Guest Services and Entertainment Manager

The Guest Services & Entertainment Manager is responsible for creating a welcoming, engaging, and seamless guest experience throughout the sports complex. This role oversees all guest-facing operations. Areas of focus include the guest services front desk, admissions booths, arcade, miniature golf course, and golf simulator areas. The manager will develop and oversee entertainment programming, supervise and schedule staff, resolve guest concerns, and ensure the facility consistently provides a safe, fun, and high-quality environment for all visitors. The ideal candidate has a strong background in customer service, event operations, and staff supervision within a fast-paced sports or entertainment environment. This position will work evenings and weekends.

Benefits

Working at the largest indoor sports complex in North America is an experience that compares to no other. The atmosphere is filled with energetic excitement that provide an uplifting ambience throughout the facility. The Nook takes pride in its friendly, guest-focused team members that make kindness contagious and help others succeed.

As a full-time team member of the Nook, you will enjoy:

• Free family membership to our massive 80,000+ sq. ft. fitness center, including all the equipment you need to fit almost any training program. Membership also includes all group fitness classes.
• Affordable and comprehensive Medical, Dental, and Vision benefits
• Competitive PTO package
• Paid holidays
• 401k program
• 35% discount on food and beverage purchases, including the Forklift and Palate restaurant
• 35% discount on all Nook apparel
• Free child care (3-hour increments)
• Discounts on academy team programs, personal training, event space rental, and more!
• Local business discounts

Key Responsibilities

• Lead daily operations of guest services and entertainment areas, ensuring smooth check-in, reservations, and guest assistance.
• Recruit, train, and schedule guest services and entertainment staff, fostering a customer-first culture.
• Oversee arcade, golf simulator, and miniature golf area ensuring equipment is clean, maintained and experiences are engaging.
• Develop new entertainment activities, themed events, and seasonal programming to enhance the guest experience.
• Monitor and respond to guest feedback, resolving issues quickly and professionally.
• Maintain high standards of cleanliness, safety, and presentation throughout guest service and entertainment spaces.
• Collaborate with marketing and programming teams to promote special events, tournaments, and entertainment offerings.
• Manage budgets, inventory, and vendor relationships related to guest services and entertainment.
• Ensure compliance with all facility policies, safety regulations, and operational procedures.
• Serve as a point of contact for facility-related issues during evening/weekend hours and coordinate resolution as needed.
• Serve as the expert of software systems such as Active Net, Embed, and Agilysys in the guest service and entertainment areas