Guest Experience Team Member

The Florida Panthers enter the 2025-26 season as the two-time defending Stanley Cup Champions, having gone to the Stanley Cup Final in each of the past three seasons. The National Hockey League’s southernmost team, the Panthers have reached the postseason in a club-record six consecutive campaigns. The Panthers operate four facilities in Broward County, Florida: Amerant Bank Arena in Sunrise, the Panthers IceDen in Coral Springs, the new state-of-the-art practice facility Baptist Health IcePlex in Fort Lauderdale, as well as the renovated War Memorial Auditorium, which hosts concerts and events for the South Florida faithful.

An organization with deep roots in the community, 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. Emphasizing a culture of selfless service both on and off the ice, the Panthers pillar program ‘Heroes Among Us’ honors a United States military veteran at every game and the Florida Panthers Foundation has four main focuses including veterans affairs, children's health and education, raising awareness for the endangered Florida panther and growing youth hockey.

Job Title: Guest Experience Team Member
Department: Guest Experience
Reports To: Manager, Guest Experience
Employment Type: Part-Time
Location: Amerant Bank Arena, War Memorial Auditorium

Job Summary

The Florida Panthers Guest Experience Department is looking for dedicated, personable, attentive individuals willing to provide a world-class championship experience for all guests. Each position is vital to our operation, and we are looking for committed, proactive, customer-service oriented candidates to fill these positions. Our Guest Experience 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.

Essential Functions

• Greet and welcome guests as they enter Amerant Bank Arena/War Memorial Auditorium

• Provide excellent customer service to enhance the guest experience

• Proactively assist guests with any questions or concerns they may have

• Understand and enforce all venue policies and procedures

• Assume ownership in resolving guest challenges within the venue (challenges may include duplicate ticket issues, guest acting inappropriately or suspiciously, guests cursing, fighting, or trying to bring prohibited items into the arena.)

• Strong verbal and interpersonal skills with the ability to communicate effectively with guests and other employees

• Exhibit a fun, customer service-oriented attitude and professional appearance at all times

• Provide guests with accurate directions to and from venue locations such as seating areas, concession stands, and restrooms

• Report any and all incidents to the Supervisor or Management; including but not limited to injuries or health related issues, lost or damaged property, and alcohol related incidents

Core

• 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.

• 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

Qualifications/Requirements

• Must be 16 years of age or older.

• Exhibit an upbeat, friendly fan service-oriented attitude, actively looking for ways to help people

• Proactively assist guests and possess great guest relations skills

• Customer services skills (at least 6 months of experience is preferred)

• Excellent verbal communication and interpersonal skills

• Basic knowledge of technology including ticket scanners, tablets, time clocks, etc.

• Ability to work effectively within a team

• Must follow dress code and maintain a clean, presentable appearance at all times

• Team members are required to make themselves available to work at least 70% of the scheduled events per month

Work Environment

• This position works in an arena and auditorium where the noise level is generally high, crowd traffic is heavy, temperatures are variable – often cold; lights are bright or dark with occasional exposure to pyrotechnics.

Physical Demands

• Ability to stand for long periods of time as well as walking and climbing stairs.

• Ability to lift and/or move items up to 30 pounds

Position Type:

This is a Part-Time hourly position. Must be able to work nights, weekends and occassional holidays.

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At the Florida Panthers Hockey Club, Arena Operating Company, Panthers IceDen, Sanza Food Service, War Memorial Benefit Corporation, and FLA Team Shop, we strive to make every employee feel valued and respected for who they are and the unique contributions they make. We believe that a diverse and inclusive company is a more innovative and successful company, which is why we aim to infuse diversity, equity, and inclusion (DE&I) into all aspects of our culture and our business.

We welcome all to apply and join our team.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.