Seaport Entertainment Group · 15 hours ago
Guest Engagement Manager
New York, NY
Full-time
Onsite
Mid, Senior Level
$70K/yr - $80K/yr
4+ years expSeaport Entertainment Group is seeking a Guest Engagement Manager to join their team at Lawn Club, a competitive socializing destination in New York. This role is responsible for shaping the guest experience and culture through leadership of the Lawncierge team, managing guest flow, and overseeing event activations.
HospitalityMedia and EntertainmentPerforming Arts
Responsibilities
Embody the brand’s key pillars of fun, leisure and team spirit
Lead the Lawncierge team as a highly visible, floor-dominant leader, setting the standard for energy, professionalism, and guest engagement
Own end-to-end guest flow and front-of-house execution, including guest arrivals, check-in, waivers, coat check, game orientation, and gameplay - ensuring clarity, pacing and confidence at every touchpoint
Lead events on the floor serving as the main point of contact from setup to closing checks
Develop and implement systems that minimize wait times, reduce confusion, and enhance guest confidence at every touchpoint
Respond to guest concerns or gameplay issues with urgency, care, and creativity
Maintain oversight of all gaming equipment and activation readiness before each shift
Ensure clear communication between service areas including Beverage, Culinary, Events, and Front Desk for consistent handoffs and flow
Hire, onboard, and train Lawncierge team members with an emphasis on crowd energy, and improvisational hospitality
Lead daily lineups and pre-shift strategy for check in and game flow, special events, and seating logistics
Own and maintain SOPs for guest experience interactions, including but not limited to: game orientation, equipment handling, and gameplay service
Develop and coach Lawncierges and FOH team members toward high performance, with a strong focus on stage presence, professionalism, and proactive service
Lead training in SevenRooms, game rotation procedures, event support, and guest handling for Lawncierges
Collaborate with Events team on group gameplay, tournaments, out-of-the-box activations of games, and premium experience delivery
Plan and support new game launches, tournament activations, theme nights (concerts, sports, industry, dating, family, etc.) and high-touch guest interactions
Attend and contribute to weekly BEO, operations, and leadership meetings
Follow all company policies, procedures, and guidelines
Operate ethically to protect the assets and image of the company
Perform other duties and responsibilities as needed
Own the ideation, planning, and execution of recurring and pop-up programming and brand activations (karaoke nights, trivia nights, tournaments, themed takeovers, and special event programming, and others)
Serve as the on-floor host and lead presence for brand activations, setting the tone, pacing, and guest engagement in real time
Partner with Marketing and Events to align activations with brand positioning, seasonal campaigns, and revenue goals
Develop activation playbooks that can scale, repeat, and evolve while maintaining a high-energy, premium guest experience
Train and coach Lawncierges to confidently support and co-host activations with strong stage presence
Test, refine, and iterate on activations based on guest feedback, participation rates, and engagement metrics
Qualification
Required
2+ years guest-facing leadership in hospitality or entertainment
Experience in competitive socializing, experiential venues, or entertainment preferred
4+ years in guest relations/customer service
Strong public speaking and on-floor presence
Skilled in team management, coaching, and hospitality standards
Able to create and implement guest experience concepts
Efficient, adaptable, and solution-oriented
Flexible schedule including nights, weekends, and holidays
Ability to perform the essential job functions consistently, safely, and successfully with the ADA, FMLA and other federal, state, and local standards
Ability to lift and carry items weighing 10 – 30 pounds on a regular basis and up to 50 pounds on a regular (or occasional basis)
Ability to stand for prolonged periods of time
Benefits
Medical, dental & vision coverage
401(k) with company match contributions
Life insurance coverage
Generous paid time off policy
Free family meal
50% employee discount at our businesses
A robust employee referral bonus program
Company
Seaport Entertainment Group
Seaport Entertainment Group is a premier entertainment & hospitality company.
201-500 employees
Funding
Current Stage
Public CompanyTotal Funding
$175MKey Investors
Pershing Square Capital Management
2024-09-23Post Ipo Equity· $175M
2024-08-01IPO
Leadership Team
Matthew Partridge
President & Chief Executive Officer
Lenah Elaiwat
Chief Financial Officer and Treasurer
Recent News
Morningstar.com
2025-12-01
Company data provided by crunchbase