Guest Experience Manager

Oak View Group (OVG) is the global leader in premium live entertainment infrastructure and services, with a platform spanning venue development and end-to-end capabilities across venue management, hospitality, and sponsorship sales. Founded in 2015, the company serves a collection of seven world-class owned venues and a client roster of the most iconic arenas, stadiums, convention centers, music festivals, performing arts centers, and cultural institutions, spanning four continents. 

As our Guest Experience Manager, you will bring to life a great experience for our guests. You will be responsible for providing a safe and enjoyable environment for both guests and staff and serving as the on-site Manager for most events. You will schedule and supervise part-time event staff, monitor departmental activities, and perform general administrative duties. The Guest Experience Manager will oversee a part-time staff of 100-140 employees and ensure that staff has appropriate knowledge and tools through training and coaching. You must be driven to create extraordinary moments for our guests, our events, and each other.

This role pays an annual salary of $60,000 - $70,000.

Benefits for Full-Time Roles: Health, Dental, and Vision Insurance, 401(k) Savings Plan, 401(k) matching, and Paid Time Off (vacation days, sick days, and 11 holidays)

This position will remain open until December 31, 2026.

• Manage all Guest Experience activities for events at Chaifetz Arena to ensure a great guest experience: welcome every guest, exceed expectations, and empower our employees.
• Responsible for recruiting (job/college fairs), interviewing, and hiring department employees.
• Develop, maintain, and implement all training activities for the Guest Experience staff; this includes public speaking and teaching large audiences as required.
• Plan, assign, and manage workload for all guest experience staff.
• Own the integration of new customer service standards while maintaining or improving the culture of the department.
• Act as facility contact for all event-related feedback, including but not limited to answering incoming emails, calls, lost and found inquiries, and event concerns.
• Analyze data and guest insights to introduce process improvements and solutions across channels to resolve guest issues.
• Exemplify, educate & train staff on the core values of the arena’s GREAT program, supporting part-time staff recognition such as GREAT Employee of the Month, administering anniversary awards, and developing new rewards and recognition as needed.
• Participate in formulating, administrating, and developing policies and long-range goals/objectives for the Guest Experience department.
• Accountable for the maintenance and accurate documentation of employee files, contact information, attendance records, payroll sheets, and staffing estimates.
• Implement disciplinary procedures with staff as needed.
• Responsible for ensuring proper staffing levels for internal and contracted labor, briefing staff, and confirming staff are on post on time and in accurate uniform.
• Build strong partnerships and collaborate with our vendor partners such as security, police, parking, and first aid to ensure a consistent standard of service and implement any changes necessary for a seamless guest experience.
• Act as Manager on Duty for events as needed; perform all related functions as required.
• Take ownership and see our guest’s need from beginning to end, feeling empowered to say “Yes” and to create those extraordinary moments.
• Committed to developing a diverse and inclusive environment.
• Other duties as assigned.

• Bachelor’s degree from an accredited college or university with major coursework in facility management, management, business administration, or a related field is preferred.
• 3-5 years of supervisory or management-level experience in a similar field or in the customer service industry.
• Exemplary customer service skills with the ability to handle multiple tasks and priorities simultaneously.
• Ability to problem-solve, make quick decisions, and delegate responsibility while remaining professional and pleasant in the midst of stressful situations.
• Training or knowledge in crisis management is strongly preferred.
• Knowledge on how to motivate, support, and involve employees in accomplishing goals and objectives.
• Must have a demonstrated ability to function in a fast-paced, high-pressure environment.
• Must be available to work a flexible schedule, including long hours, nights, weekends, and holidays as events require.
• Ability to communicate clearly and concisely.
• Must be detail-oriented, have strong organizational skills, and demonstrate strong interpersonal skills.
• Proficient computer skills in a Windows format, including experience with Outlook, Word, PowerPoint, Excel, and Publisher. E-Time Timekeeping knowledge is preferred but not required.

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.