Mackenzie Roque

Guest Services Manager, Arizona Diamondbacks and Chase Field

“We are excited to feature Mackenzie Roque, Guest Services Manager for the Arizona Diamondbacks and Chase Field. Mackenzie leads the game day staff across Guest Services, Guest Relations, and Suites, ensuring every guest has a safe and memorable experience.

Her career began in Spring Training, where she fell in love with venue operations, later gaining experience with the Phoenix Suns, Mercury, and major events including Super Bowl LVII, the 2024 Men’s Final Four, and the WNBA All-Star Weekend. These opportunities prepared her for her current role, bringing her journey full circle back to baseball.

Passionate about mentorship and operations, Mackenzie thrives on the “organized chaos” of live events while also valuing balance and intentional planning. Known for her energy, love of Red Bull and hot dogs, and mission to see every NHL team play at home, she brings enthusiasm and dedication to everything she does.

A special thank you to Mackenzie Roque for sharing her journey with us. From overcoming challenges to leading at Chase Field, her story highlights resilience, mentorship, and passion for creating unforgettable fan experiences. We are grateful for her insights and excited to see all she continues to accomplish in sports and major events.

– Zara

Please describe your role & responsibilities at that position?

My job is to make sure all guests have a safe, enjoyable, and memorable experience at Chase Field. I oversee the game day staff which includes Guest Services, Guest Relations, and Suites. My role is included in Ballpark Operations where we oversee the fan journey, crowd management, assist with accessibility needs, respond to guest inquiries and complaints, and assist with all promotional events such as giveaway distribution.

What did you study in college and how did your educational background shape your career in the sports industry?

I studied communication with a minor in advocacy in college. I had the intent to go into the foundation and community side of the sports world. I think while there is not a direct correlation to the operations side of things, it gave me a great perspective on another side of the business as well is the path that got my foot in the door!

Can you share the key milestones in your career that led you to your current position in the sports industry?

I have had some amazing opportunities throughout my career that have all prepared me and led me to the position I am in now.

    I started my career in Spring Training as a seasonal Promotions and Operations Assistant. This is where I fell in love with the operations and venue management side of the business, and it changed the trajectory of my career.

    I worked part time with the Phoenix Suns, Mercury, and arena until I was fortunate enough to land a full-time role in Guest Services. This role gave me the best foundation because of how fast-paced it was, as well as the magnitude of events that I got to be a part of.

    When UFC 274 was held at the arena, I found a love of Major Events. Through networking and contacts made throughout my career, I was able to work Super Bowl LVII, which became the foundation for me landing a contract role as the Volunteers Manager with the Arizona Major Events Host Committee when they brought the Men’s Final Four to Arizona in 2024.

    I was fortunate enough that my contract was extended to become the Volunteers Manager for the 2024 WNBA All-Star weekend. When that contract ended, I was left with a lot of uncertainties and unknowns, so I worked as an independent contractor for events throughout Arizona.

    I realized I missed the community of having a home venue, so when a role for the Arizona Diamondbacks Guest Services Manager was posted, I knew it was where I wanted to be. This has been my first season, and I can see how my career led me here. I was fortunate enough to start in baseball with Spring Training, and now I’ve watched it come full circle.

What are some of the biggest challenges you’ve faced as a woman in the sports business, & how have you overcome them?

I think early in my career the biggest challenge I faced was imposter syndrome. I continually questioned if I belonged in the role, or if I deserved it. This is something I overcame by reminding myself to look at my own successes and the big moments in my career that have proven I am capable and qualified for where I am.

​Balancing a career is demanding. How do you manage a work-life balance? What strategies have worked well for you?

I tell everyone who asks that a work life balance in Sports and Events is going to be drastically different than any other field. We are fortunate to get to be a part of amazing moments, but that takes up a lot of evenings, weekends, and holidays. One of the ways I manage a work-life balance is being intentional with planning. Scheduling a time with friends when you know the team is on a road trip, or taking advantage of a slower time in the offseason. I think the biggest lesson I learned, is that my time is valuable, so if there is no shame in staying home to relax if it is needed, just as its okay to go to a game or a concert the one day your venue doesn’t have an event. You have to find what works for you and listen to your body when it tells you to slow down and rest or go full speed ahead!

How important is mentorship for women in the sports industry? Have you had mentors or role models who played a significant role in your career and can give some details?

Mentorship is crucial in my opinion. They understand your struggles and triumphs better than anyone else can which allows them to not only relate but provide feedback and advice for your growth and development. When I left the Phoenix Suns and Mercury for the 2024 Men’s Final Four, it was one of the hardest decisions in my career. I was so fortunate to have mentors who had given me a seat at the table that not only made the opportunity possible but also showed me that it was a potentially once in a career opportunity I could not pass up.

In a male-dominated industry, do you feel women are given equal opportunities? What steps do you think can be taken to promote gender equality in the sports industry?

I think that while sports is still a male-dominated industry, women are in every aspect of it and crushing it. I have not had any glaring instances of gender inequality in my journey, and I believe that there are a lot of women who came before me that I have to thank for that. I think in anything, there is always room for growth, and I love seeing it throughout the expansions of leagues as well as in coaching staff and the business side of things. I think we are at the cusp of all the greatness that is yet to come!

What aspects of your work in the sports industry do you enjoy the most? What parts do you find the most challenging ?

I love the organized chaos of operations. There are always events within the event and it keeps every day interesting! I also love how close the sports industry and community is. I have made friends all over the country from this industry and it is truly a field where a connection is just one person away. One of the most challenging parts of the industry is pushing yourself too fast. It is important to find rest and listen to your mind and body. There is a difference between pushing yourself and burning yourself out!

What advice do you have for young women aspiring to build a successful career in the sports industry?

One phrase that changed my perspective is: “I don’t need to prove them wrong, I just need to prove me right”. There will always be people who do not think you can do something, but in your heart of hearts what do you believe? Make sure you believe in yourself, because you owe it to past you, present you, and future you!

What is your long-term personal goal that you still want to achieve both business wise and personal?

I love major events and would love to do more with leagues international games, stadium series and winter classics for the NHL, as well as being a part of events like the Super Bowl more frequently. At this point in my career, I love making new connections and learning about other aspects of the sports industry that I may not have knowledge in. I want to continually grow my tool box for whatever is yet to come!

Any fun facts or interesting things you’d like the world to learn about you? Favorite food, hobbies, pet peeves, etc.?

I am known for 2 things: my love of red bull and my love of hot dogs.

I do not have any kids but I am Aunt Lulu to the coolest kids ever and love getting to provide them with experiences because of my career.

I will take any and every excuse to travel, it doesn’t matter where.

I love hockey and am currently trying to see every team play in their home venue. I will also scream from the rooftops that hockey belongs in the desert – I miss the Coyotes everyday.