Guest Engagement Manager

About the Brand

Lawn Club is an exciting competitive socializing destination in the Seaport, positioning itself as “New York’s Leisure Headquarters.” The massive 25,000 square foot venue features indoor and outdoor rentable gaming lawns, amazing cocktails, and a streamlined menu of tasty bites. Each rentable lawn includes popular lawn games, big-screen TVs, courtside F&B service, and dedicated “Lawncierges.” Lawn Club caters to a variety of audiences, from twenty-somethings to corporate event planners.

The role

SEG is seeking a Guest Engagement Manager to join the team at the Lawn Club!

Lawn Club is all about fun, and our Guest Engagement Manager brings it to life. This frontline leadership role shapes the guest experience, energy, and culture of Lawn Club through events, activations, and immersive entertainment.

You’ll lead the Lawncierge team, manage guest flow, oversee game activations, and ensure every visitor leaves with a memorable experience. You’ll also develop programming and partnerships to keep Lawn Club fresh, exciting, and “the funniest place in town.”

The ideal candidate has experience in competitive socializing or high-energy hospitality, a creative mindset, and strong leadership skills. You thrive on the floor, balancing operations, team management, and guest engagement with presence, polish, and play.

What you will do

Guest Experience

• 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

Brand Activations & Experience Programming

• 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

About You

• 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

Physical Requirements

• 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 prolong periods of time.   

Compensation: 70,000 – 80,000 annually

OUR BENEFITS

Taking care of our people is at the heart of everything we do and we’re committed to supporting our team with benefits that promote well-being, balance, and growth. From health and wellness to professional development and unique perks, our benefits are designed to help you thrive. Benefits include:

• 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 

Growth Opportunities

To us, your career is more than a job - its a journey. Whether you’re just starting your career or looking to take the next step, you’ll have access to diverse experiences within restaurants, entertainment, sports, retail, and hospitality to gain exposure across different industries and roles. Our goal is to promote from within, offering mentorship, collaboration, resources and clear paths to advancement as you build valuable skills. In our culture, growth isn’t just encouraged - it’s expected, and we’re here to support you every step of the way.

NOTICE TO THIRD PARTY AGENCIES

Please note that The Seaport Corporation does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, SEG will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, Seaport explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Seaport Corporation.

This job description is not meant to be an “all-inclusive” list of the duties and responsibilities of this job.  Other related duties and responsibilities may be assigned.  The Seaport Corporation reserves the right to change or modify job duties as necessary based on business necessity.

SEG participates in E-Verify to confirm that you are authorized to work in the U.S. only after a job offer is accepted and Form I-9 is completed. For more information on E-Verify, please visit the Everify website.