Guest Services Manager| Total Mortgage Arena - Oak View Group

Oak View Group:

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.

Overview:

The Guest Services Manager is responsible for the hiring, training, scheduling, and supervising of all Guest Services, Building Security, Parking, and Public Safety personnel; oversee 24/7 building security. Position is accountable for providing a safe and enjoyable arena environment for guests and staff.

 

This role will pay a salary of $50,000 to $60,000.

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 12 holidays)

 

This position will remain open until Dec 31, 2024

Responsibilities:

• Hire, train, motivate and evaluate part-time Event, Security and Parking Staff; provide or coordinate staff training; work with employees to correct deficiencies; implement discipline and termination procedures
• Responsible for managing the venue’s 24/7 building security operations; operate the facility command center, monitor and operate closed-circuit surveillance, access control, and fire alarm systems; vets all visitors/contractors, verifies appropriate credentials and prevents unauthorized access to the premises
• Routinely patrols the property and maintains accurate notes and logs; lock and unlock doors as needed; guard property against damage and theft
• Observe facility for needed maintenance and repair; recognize and report damage and safety hazards
• Create work schedules for event staff, security, parking, and public safety personnel; delegate assignments; supervise during events and review performance
• Interact with Production Manager to ensure appropriate levels of Guest Services, Security, and Public Safety personnel are coordinated for all events
• Ensure all safety and building guidelines are being followed, and proper security checks are conducted during guest entry
• Assist in the control and safety of all guests that visit the facility; ensure crowd control stays at a reasonable level and assist in conflicts and emergency situations as needed
• Track, record, and report labor allocations for Department part-time staff for purposes of forecasting, benchmarking, budgeting, and event estimates/settlements
• Maintain open communications between tenants, tours/promoters, contractors, employees, and facility guests as it relates to the Security and Public Safety needs for an event
• Completes all activity logs, incident reports, repair forms, and other documents in a clear, concise, and legible format in a timely, efficient manner
• Manage the acceptance and logging of all inbound packages/parcels at Loading Dock
• Serve as facility contact for all event-related concerns and/or complaints
• Communicate any problems and proposed solutions to Assistant General Manager and General Manager
• Work a flexible schedule, including long nights, early mornings, weekends, and holidays as needed
• Act as Production Manager for events as needed; perform all related functions as required
• Perform other duties and responsibilities as assigned

Qualifications:

• Bachelor’s degree from an accredited college/university with major coursework in facility management, sports management, business, or related field required
• Three to five (3-5) years of increasingly responsible experience in event management in an arena, convention center, stadium, or public assembly facility; internship experience will be considered in lieu of full-time experience
• Knowledge of operational characteristics of events, including crowd management and control techniques; fire and public safety regulations, and relevant federal, state, and local regulations
• Proficient in use of Microsoft Office programs; experience with AutoCAD preferred but not required
• Must have supervisory experience and the ability to select, train, motivate and manage staff
• Must be detail-oriented, self-motivated, have strong organizational skills and demonstrated interpersonal skills; ability to remain calm and focused in fast-paced environment and stressful situatoins
• Exemplary customer service skills with the ability to handle multiple tasks and priorities simultaneously
• Ability to work independently and as part of a team
• Ability and willingness to work a flexible schedule including long and irregular hours that may vary due to functions and may include evenings, weekends, holidays, and extended number of consecutive days

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.

Equal Opportunity Employer:

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.