Oak View Group

Guest Services Representative - Premium|Baltimore Arena

Location US-MD-Baltimore
Job ID
2023-9468
Group
OVG - Venue Management
Location Name
CFG Bank Arena
Category
Customer Service/Support
Type
Regular Part-Time

Oak View Group

Founded in 2015 by Tim Leiweke and Irving Azoff, Oak View Group (OVG) is the largest developer of new arenas in the world with over $4.5 billion worth of projects underway in Seattle, Belmont Park, Austin, Savannah, Palm Springs, Milan, and Manchester (U.K.). The company has over 500 employees across five offices around the globe.

 

We are here to be a positive disruption to business as usual in the sports and live entertainment industry. At OVG, we own the space between the “What If” and the “How To.” We believe it is not enough to consider what our clients could be, we build businesses by dreaming of the impossible while thinking strategically and how to execute flawlessly. The status quo is our adversary.

We never forget that we are fans first and every decision we make is through that lens. It is that unique perspective that drives our passion for innovating and improving the live experience.

 

OVG is currently comprised of nine different business divisions that operate with one common goal in mind – to be a positive disruption. Each division is comprised of industry veterans who built their careers and reputations on the premise of leaving somewhere better and stronger than where they found it. Our immense practical and first-hand knowledge fosters an environment of trust, collaboration, and ingenuity. Humility is at our core. We do not strive to be the biggest – we strive to earn the respect of the industry and our clients through the world-class work that we do, and we take pride in being the best. Visit www.oakviewgroup.com to learn more about our company.

Overview

Under direct supervision of the Guest Services Management Team and Supervisors, our Guest Services Representative is responsible for providing an exceptional level of world-class service to all premium guests, clients, and partners at all events. Including, but not limited to, major concerts, family shows, and smaller, private events. This position is ideal for candidates with hospitality experience, superb customer services skills and a flexible schedule. This role requires having a positive attitude and service-oriented disposition, as well as a team-driven and proactive mindset.

 

Salary: $20hr

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).

 

For PT roles: Benefits: 401(k) savings plan and 401(k) matching.

About the Venue

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.

Responsibilities

Essential Duties & Responsibilities:

 

  • Part-time position - shifts include nights, weekend and holidays
  • Provide consistent, world-class hospitality throughout all premium spaces
  • Conduct pre-event walk throughs of premium spaces to ensure expectations are met for premium members
  • Proactively welcome and assist guests
  • Identify opportunities to create memorable experiences and lasting relationships with members
  • Understand, retain, and communicate safety and security measures
  • Display professional demeanor including positive body language and effective communication
  • Works to resolve guests’ compliments and concerns in accordance with the arena’s policies and procedures
  • Manage lines and provide directions to premium locations and other arena amenities
  • Perform thorough ticket checks, scans, and access for valid entrance into premium spaces
  • Maintain clear portals, aisles, and access paths for guests, staff, and emergency services
  • Assist guests with reasonable requests for accommodations, including but not limited to wheelchair escort services
  • Collaborate with Premium Services department to ensure all expectations are met within designated spaces for guest, client and partner satisfaction
  • Reports any suspicious activity to supervisors and/or management
  • Complete and submit related paperwork, as necessary
  • Other duties as assigned
  • Frequent bending, lifting 15-20 pounds, exposure to multiple external elements, extensive walking through the building, exposure to loud noises, and standing for long periods of time

Qualifications

  • At least two (2) years prior experience within a hospitality, sports, entertainment, or related field
  • Experience in a high-profile customer service-based industry is preferred
  • 75% event availability commitment
  • Demonstrated ability to follow instructions and work in a fast-paced environment
  • Must have strong verbal and written communication skills
  • Comfortable with and self-empowered in managing conflict and responding to guest problems with a sense of urgency and professionalism
  • Proactive self-starter and able to work collaboratively
  • Requires ability to work flexible hours, including nights, weekends, and holidays, in addition to normal business hours.

Strengthened by our Differences. United to Make a Difference.

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.

EEO

Oak View Group is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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