Guest Experience Staff

The Florida Panthers are a community focused organization led by an authentic management team that served our country and now serves the South Florida community.  The organization is on the rise and is experiencing success both on and off the ice.  Led by General Manager Bill Zito, the Panthers are coming off their best season in franchise history, entering the 2024-2025 season as Stanley Cup Champions.  Off the ice, the business is experiencing growth across all key metrics and our revenue is at an all-time high.  The organization is expanding outside of Amerant Bank Arena via the renovation of the FTL War Memorial in downtown Fort Lauderdale.  This state-of-the-art ice facility features two regulation-size rinks, including a new team practice rink with stadium seating, and a 4,000-capacity music theatre for live entertainment.  The future is bright, and we are very proud of what we are building in South Florida.

  Job Title: Guest Experience Staff
Department: Event Services
Reports To: Managers, Guest Experience
FLSA: Non-Exempt
Employment Type: Part-Time
Location: Amerant Bank Arena

  Job Summary: The Guest Services Department of Amerant Bank Arena and The Florida Panthers are hiring personable, attentive individuals looking for a part time, event-based job full of excitement and fan interaction. Each position is vital to our operation and we are looking for hardworking, customer-service oriented candidates to fill these positions. Our Guest Experience Staff 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. Employees will be responsible for a wide range of duties within the Guest Experience Staff role during events and game operations ultimately ensuring the safety and comfort of all guests entering Amerant Bank Arena. Hours include approximately 10-25 hours per week (hours per week may vary due to event schedule), mostly nights, weekends, and possibly holidays.


Essential Functions:

• Greet and welcome guests as they enter Amerant Bank Arena
• Provide excellent customer service to enhance the guest experience
• Proactively assist guests with any questions or concerns they may have
• Understand and enforce all Amerant Bank Arena policies and procedures
• Assume ownership in resolving guest challenges within the arena (challenges may include, duplicate ticket issues, guest acting inappropriately or suspiciously, guests cursing, fighting, or trying to bring prohibited items into the arena.)
• Demonstrate strong verbal and interpersonal skills with the ability to communicate effectively with guests and other employees
• Exhibit a fun, friendly fan service-oriented attitude and professional appearance at all times
• Provide guests with accurate directions to and from arena locations such as seating areas, concession stands, and restrooms
• Report any and all incidents to Supervisor or Management; including but not limited to injuries or health related issues, lost or damaged property, and alcohol related incidents
  
  

Competencies: Customer Service - Manages customer situations; responds promptly to customer needs and requests for service and assistance.
Ethics – Treats coworkers and guests with respect; works with integrity to uphold the values of the organization. Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
Problem Solving - Identifies and resolves problems, developing alternative solutions. Works well in group problem solving situations, using reason when dealing with topics
Attendance Punctuality – To ensure adequate staffing, positive employee morale, and to meet expected productivity standards throughout the organization, employees will be held accountable for adhering to their work schedule


Positions: Employees will be responsible for a wide range of duties within the Guest Experience Staff role during events and game operations ultimately ensuring the safety and comfort of all guests entering Amerant Bank Arena.


Guest Experience Staff Team Members will assist guests in locating areas of the Amerant Bank Arena and supplying general information.

• Provide a high quality of customer service interaction with all fans, setting a tone for the overall entertainment experience
• Monitor fan behavior and resolve issues within designated area
• Prevent access to those who are not properly credentialed