Guest Services Manager | Full Time | Mobile Convention Center

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.

More information at OakViewGroup.com, and follow OVG on Facebook, Instagram, Twitter, and LinkedIn.

Overview

The Guest Services Manager will oversee all aspects of the guest service experience, to include coordinating various aspects of event staffing.

This role has a salary of $40,000 - $50,000.

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 11 holidays).

Job expires 7/1/2024

About the Venue

The Arthur R. Outlaw Mobile Convention Center anchors lively downtown Mobile, Alabama, a city that offers world-class accommodations, retail shops, restaurants, museums, parks and art galleries. The 317,000-square-foot facility features 16 meeting rooms, two ballrooms and two exhibit halls that total 100,000 square feet.

Covered walkways and crosswalks to nearby hotels give attendees the ultimate in convenience, with downtown dining, nightlife, shopping and sightseeing just minutes away. Winner of numerous architectural awards, the Mobile Convention Center takes full advantage of an exclusive waterfront setting. The striking exterior incorporates outdoor terraces on three sides of the venue, while the expansive windows - more than 45,000 square feet of exterior glass - afford magnificent views of the historic Mobile River from three levels.

Responsibilities

• Manages FOH activities to include the non-profit program and guest-patron services.

• Manager on Duty for non-ticketed, smaller concerts and the Mobile Symphony program and performances

• Schedule event staff for day-to-day operations and special events. Continue to adjust and update work schedules to reflect cost efficiency and building activity.

• Liaison with contract security company.

• Plan, organize, and direct various personnel and activities necessary to establish a safe and efficient environment.

• Establish and maintain effective working relationships with crowd management contractors, police, fire, EMS and other security personnel and/or safety organizations.

• Compile & maintain important guest service records and reports for management.

• Handle complaints, disturbances or related problems with the public, staff, or promoters.

• Investigate, report, and provide follow-up on incidents including damage or injury to the facility or individuals.

• Gain control over unusual circumstances caused by fire, storms, riots, and other emergencies.

• Work extended and/or irregular hours including nights, weekends & holidays.

• All other duties and responsibilities as assigned.

Qualifications

• Associate degree preferred or related experience and/or training, or an equivalent combination of education and experience.

• Demonstrate knowledge of principles and techniques of planning, implementing and supervising event staff.

• Handle conflicts, make common sense decisions and exercise proper action during high tension and stressful situations.

• Work independently, exercising judgment and initiative.

• Organize and prioritize work to meet deadlines. Work effectively under pressure and/or stringent schedule and produce accurate results.

• Remain flexible and adjust to situations as they occur.

• Follow oral and written instructions and communicate effectively with others in both oral and written form.

• Maintain an effective working relationship with clients, employees, exhibitors, patrons, and others encountered in employment.

• Operate a personal computer using Microsoft Word, Excel, and other standard office equipment.

• Must be effective in both written and verbal communication.

• Must be able to multi-task.

• Able to work extended and/or irregular hours including nights, weekends, and holidays.

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 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.