Guest Services Manager |Full-Time| Tanger Center | Greensboro Coliseum Complex

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

This position provides leadership, training and direction to the Tanger Center Performing Arts Center, Event Staffing. The goal of this position is to increase employee and guest retention by affording all guests, including those with special ADA needs, premium suite holder and club members, a direct front of house contact who is trained to handle special needs and requests as well as conflict resolution.

This role will pay $55,000 to $65,000

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).

job expires 6/30/2024

About the Venue

Steven Tanger Center for the Performing Arts is a state-of-the-art facility with a seating capacity of approximately 3,000. The venue is located in downtown Greensboro at 300 N. Elm Street.

A $94M, state-of-the-art facility that has transformed downtown Greensboro (NC), the Steven Tanger Center for the Performing Arts venue is home to touring Broadway productions, concerts, Guilford College's Bryan Series, Greensboro Symphony Orchestra performances, comedy shows and all types of family entertainment.

In its remarkable first two years, the Tanger Center has hosted over 700,000 patrons, 382 events and performances and 146 sold-out shows. Presented with partners Nederlander and Professional Facilities Management (PFM), the First Bank Broadway Series is one of the nation's top-selling one-week Broadway series with over 16,000 Season Seat Members.

Responsibilities

• Serves as Management Front of House facility representative for all publicly ticketed events.

• Manager of roster event staff, including supervisors who directly report to the Guest Services Manager.

• Works with emergency personnel, federal, city and state authorities and Coliseum staff to assure safty of patrons and guests in all situations.

• Assumes full financial responsibility for decisions related to staffing and resource management.

• Implements and oversees customer friendly based programs.

• Coordinates accommodations for guests with disabilities, including but not limited to sign language interpreters, service animals, wheelchair assists, and life support adaptations.

• Coordinates special services such as ADA telephone helpline, parents room and wheelchair assistance program.

• Consults with other division heads with respect to policies, procedures and overall operating guidelines of the facility. Manages uniform program for Guest Services and Box Office.

• Prepares uniform specifications for bid sampling, order and distribution.

• Design and implementation of orientation training for all new Coliseum roster employees, emphasizing the Complex's 'specialists in hosting simultaneous event' philosophy. Conducts refresher training sessions for current roster employees minimally twice annually.

• Coordinates training for life skills issues such as CPR/Adult AED Training, blood bourne pathogen training as well as incident/injury reporting.

Qualifications

• Knowledge of Entertainment/Facility Management industry standard procedures and resolutions.

• Thorough knowledge of facility, departmental and event related policies and procedures.

• Excellent verbal and written communication skills. Ability to facilitate efficient guest resolutions that promote guest retention.

• Ability to establish and maintain working relationships with divisions within the facility, contracted vendors/services and clientele.

• Ability to maintain an excellent public image for the facility. Knowledge of ADA policies, procedures and updates relative to public assembly facilities as well as the cultural arts industry.

• Education: Bachelor's Degree preferred

• Experience: 4 to 6 years of related experience

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.