Oak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry. Offering an unmatched, 360-degree solution set for a collection of world-class owned venues and a client roster that includes the most influential, highest attended arenas, convention centers, music festivals, performing arts centers, and cultural institutions on the planet.

The Guest Services Supervisor is responsible for the supervision of all Guest Services Staff and for providing excellent guest service at all PeoplesBank Arena and Pratt & Whitney Stadium events by assisting with planning, monitoring, directing, delegating and managing all functions of the Guest Services Staff. 

This role pays an hourly rate of $18.00

Benefits for Part-Time roles: 401(k) Savings Plan and 401(k) matching

This position will remain open until October 10, 2025.

PeoplesBank Arena is Connecticut’s premier destination for sports & entertainment. The 15,000+ seat downtown arena is home to the eleventh-time National Champion UConn Women's Basketball team and the six-time National Champion UConn Men's Basketball team. Led by Hall of Fame basketball Head Coach Geno Auriemma and Dan Hurley, the Men's & Women's basketball programs have established themselves as national powerhouses. PeoplesBank Arena is also home to the AHL’s Hartford Wolf Pack, the primary developmental affiliate of the New York Rangers.

PeoplesBank Arena entertains millions of visitors annually with a variety of concerts, family shows, ice-skating spectaculars, consumer events, and trade shows throughout the season. The venue has played host to an extraordinary roster of world-renowned artists, including Taylor Swift, Justin Timberlake, Bruce Springsteen, Billy Joel, Pearl Jam, Black Eyed Peas, Britney Spears, Drake, and many others. PeoplesBank Arena will continue to be the center of sports and entertainment for Hartford and the State of Connecticut for years to come.

• Direct, train, instruct and oversee the daily performance of Guest Service Staff assigned to their sections, and to assist the Lead supervisor with employee issues and discipline
• Assist with conducting pre-shift meetings in a timely manner and assigning staff positions along with reviewing any pertinent information regarding the day’s event
• Ensuring that staff are directing patrons to the correct areas and are seated properly
• Interacts with patrons in a polite and professional manner and answers questions both professionally and accurately
• Enforce facility rules, policies and procedures and document and/or report incidents as they occur (performance, attendance, uniform, cellphones, harassment, injury, etc.)
• Make immediate decisions and communicate with Guest Services staff in emergency situations
• Supervises all Guest Service staff and activities for events at the XL Center to ensure high level of guest satisfaction in all pertinent areas of event experience.
• Must be always accessible and aware of staff members and surroundings and are prepared to respond immediately to guest disturbances or incidents
• Works closely with other building staff to identify, troubleshoot and resolve issues to ensure effective and professional event management
• Assists with conducting post-event meetings to discuss the event and any incidents that may have occurred
• Completely, and in a timely manner, submits event recap and incident/injury reports with appropriate documentation to the Lead Supervisor or Manager
• Perform other duties and responsibilities as required to the satisfaction of supervisors and management

• High School Diploma, GED or equivalent, required
• Direct Guest Service experience, preferred
• Principles and practices of effective customer service and employee supervision
• Must have the ability to work flexible schedule including long nights, early mornings, weekends, and holidays, as needed
• Self-motivated with excellent interpersonal and communication skills and the ability to function independently as well as part of a team and make management decisions in a fast-paced high-pressure environment, while remaining calm and flexible in times of stress
• Proven exceptional guest and client service capabilities and interpersonal skills

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.

Oak View Group is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis (“protected class”) including, but not limited to veteran status, uniform service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other protected class under federal, state, or local law.