Guest Services Manager| CFG Bank Arena

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.

Position Summary

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 to $75,000.

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.

About the Venue

4 Worldwide Highest Grossing Venue - Billboard Magazine

4 Venue of the Year in North America Venues Now

CFG Bank Arena is a 14,000+ seat, reimagined world class concert and entertainment venue. A premier destination for fans and artists, CFG Bank Arena showcases over $250MM+ 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 includes a new exterior façade, green scaping and enhanced lighting, this iconic landmark offers guests the ultimate entertainment experience in town.

Rich in history, uniting fans with memories old and new, CFG Bank Arena hosts 135+ shows annually including the hottest artists on the planet.

A cornerstone of the City of Baltimore, committed to the community, and redeveloped in the heart of Baltimore. A new era of live entertainment has arrived in Baltimore with the highly anticipated and reimagined, CFG Bank Arena.

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.
• Responsible for monthly scheduling of all event staff / GSR’s / Ticket Takers / Ushers Ensuring adequate staffing levels
• Develop and implement training programs for all event staff.
• Foster a culture of continuous improvement, providing feedback and coaching.
• Responsible for post-event suite inspection.
• Responsible for overseeing all arena clubs in relation to preparation and supplies.
• Collaborate with the Guest Services Director on budgeting, staffing plans, and management of premium areas.
• Assist in maintaining and updating policies and procedures related to guest services and the event staff.
• Ability to thrive in a fast-paced, dynamic environment, especially during large-scale events.
• Work closely with Guest Services Staff at the Guest Services table / kiosk during events by assisting with complaints, relocations and all other tasks as needed.
• Publish Show Notes for each event and distribute to staff
• All other duties as assigned.

Qualifications

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 arena, 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 (

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.