Oak View Group (OVG) is the world’s leading arena development, management, and hospitality company founded in 2015 by Tim Leiweke and Irving Azoff to disrupt business as usual. As the largest developer of sports and entertainment facilities in the world, OVG prioritizes the way we do business focusing on making long-term investments in our people and our planet. We focus on building a diverse workforce and cultivating an inclusive workplace. Each day our team members around the world and throughout our local communities work together to provide the greatest experience to our fans and partners.

We celebrate and support a strong, transparent, authentic and inclusive culture focused around four core values:  

• We treat each other fairly and with respect.
• We act with integrity.
• We have an entrepreneurial spirit.
• We give back to our global community.

More information at OakViewGroup.com, and follow OVG on Facebook, Instagram, Twitter, and LinkedIn. 

The Guest Services Manager reports directly to the Director of Guest Services. The position will be responsible for enhancing the experiences of our guests, employees, and stakeholders.  This position will manage all front-of-house event staff including premium services, ushers, and ticket takers.  The successful candidate will lead efforts to manage initiatives including event staff training, supervision and communication, guest communication and resolution, and guest feedback and data analytics for process improvements.  The candidate will also be a hands-on professional who enjoys rolling up their sleeves and working as part of a team. The goal is to ensure we become and remain the industry standard for excellence and ensure that all our guests and staff have exceptional experiences.

This role will pay a salary of $70,000.

For FT roles: Benefits: Health, Dental and Vision insurance, 401(k) savings plan, 401(k) matching, and paid time off (vacation days, sick days, and 11 holidays).

Opening February 2023, CFG Bank Arena is a 13,000+ seat, reimagined world class concert and entertainment venue. A premier destination for fans and artists, CFG Bank Arena will showcase over $200MM+ in renovations, including modernized, state-of-the-art acoustics, superior suites and exclusive club levels, premium contemporary seating, reimagined concourses, upscale culinary experiences in food & beverage selections, and more! Located in the heart of Baltimore, the venue will include a new exterior façade, green scaping and enhanced lighting, this iconic landmark will offer guests the ultimate entertainment experience in town. Rich in history, uniting fans with memories old and new, CFG Bank Arena will host 120+ shows annually including the hottest artists on the planet. It will be a cornerstone of the City of Baltimore, committed to the community, and redeveloped in the heart of Baltimore. A new era of live entertainment awaits in Baltimore with the highly anticipated and reimagined, CFG Bank Arena.

Essential Duties & Responsibilities:

• Manages more than 300 event staff employees to strategically enhance the guest experience for 100+ events per year.
• Work directly with Director of Guest Services and Human Resources to advertise, hire, onboard, train, and supervise all front-of-house event staff.

• Create post-event reports and recaps of event night service incidents to identify trends and

offer guidance and solutions for guest experience and operational improvements.

• Works with Director of Guest services to refine the processes, procedures, and systems for guest inquiries, feedback, and complaints, and works closely with all departments and business lines to address guests both proactively and reactively.
• Develops and maintains effective working relationships with clients, partners, and all

Stakeholders.

• Manage recognition and appreciation initiatives for all Front-of-house event staff to ensure consistency in service and venue knowledge across all levels of the venue.
• Coordinate and manage yearly customer service training programs for all CFG Bank Arena staff and any/all additional Guest Services training programs.

• Create and manage a team member review process to track appearance, attendance, manner, and building knowledge.
• Manage the lost and found program.
• Respond and resolve complaints/concerns. 
• Provides resolution training to all event staff to deescalate and solve guest complaints or concerns during concerts, sporting events, and special events.
• All other duties as assigned.

Required Experience & Qualifications:

• 3-5 years' experience managing guest service & experience programs in a large-scale event setting.
• Bachelor's Degree in Sport/Event Management, Hospitality, Training & Education, HR, or Business Administration or an equivalent combination of education and experience in the field.
• At least one years' experience in a management position with full supervisory and decision-making responsibility, preferably managing a large staff.
• Passion for providing the highest quality service and puts guest's needs before their own needs first.
• Must be a creative problem solver who can identify solutions and address guest concerns

efficiently and professionally while remaining calm under pressure.

• Must be adaptable with the ability to work under pressure to meet deadlines.

• Ability to create and manage a collaborative and diverse workforce

• Strong verbal and written communication skills, with an expert ability to present and

communicate new ideas and concepts.

• A high degree of personal integrity and consistently put the interests of the organization first.

Desired Qualifications

• Guest Services experience with large-scale events in a stadium, concert, or multi-use facility setting of a similar size (14,000 seats) is highly desirable.
• Experience servicing various stakeholders and demographics.
• Ability to manage multiple tasks and prioritize needs efficiently.

• Proficient in all Microsoft Office skills, including Word, Excel, PowerPoint, etc.
• Ability to work non-traditional hours including nights, weekends, and holidays
• Minimal Travel (<5% travel): May be required to travel. Trips may require air travel and/or overnight stay away from home for one or more nights.

At OVG, we understand that to continue positively disrupting the sports and live entertainment industry, we need a diverse team to help us do it. We also believe that inclusivity drives innovation, strengthens our people, improves our service, and raises our excellence. Our success is rooted in creating environments that reflect and celebrate the diverse communities in which we operate and serve, and this is the reason we are committed to amplifying voices from all different backgrounds.