Guest Services Supervisor | 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.

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

Overview

Position Summary:

Under direct supervision of the Guest Services Director and Manager, our Guest Services Supervisor is responsible for providing an exceptional level of world-class service to all premium guests, clients, and partners at all events. Including, but not limited to, major concerts, family shows, and smaller, private events. This position is ideal for candidates with hospitality experience, superb customer services skills and a flexible schedule. This role requires having a positive attitude and service-oriented disposition, as well as a team-driven and proactive mindset.

This role will pay an hourly wage of $25.

For PT roles: Benefits: 401(k) savings plan and 401(k) matching.

Job expires 8/31/2024

About the Venue

#4 Worldwide Highest Grossing Venue

• Billboard

#4 Venue of the Year in North America

• Venues Now

CFG Bank Arena is a 13,000+ 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 100+ 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

Essential Duties & Responsibilities:

• Supervise team members throughout events including assigning equipment, coordinating post assignments, scheduling breaks, and enforcing policies, procedures, and standards

• Facilitate employee briefings pre and post event

• Assist guests with reasonable requests for accommodations

• Process opening and closing paperwork

• Understand, retain, and communicate safety and security measures

• Engage with team members and guests in a positive and effective manner

• Identify opportunities to create memorable experiences for team members and guests

• Proactively welcome guests and assist with questions and requests

• Ensure that Guest Services staff are engaged, upbeat, and delivers an exceptional guest experience

• Provide accurate facility information with excellent customer service to guests

• Provide critical and positive feedback to team members

• Respond to and/or escalate guest complaints, concerns, and compliments

• Reports any suspicious activity to supervisors and/or management

• Other duties as assigned

Frequent bending, lifting 15-20 pounds, exposure to multiple external elements, extensive walking through the building, exposure to loud noises, and standing for long periods of time

Qualifications

Required Experience & Qualifications:

The qualifications listed below represent the credentials necessary to perform the essential functions of this position. To be successful in this position, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Minimum 2 years' experience in any supervisory and/or leadership role

• Experience in a customer service-based industry is required

• Experience in a collaborative team environment is required

• Strong verbal and written communication skills

• The ability to function independently in a fast paced, high-pressure environment

• The ability to work flexible schedule including long hours, nights, weekends, and holidays

• Ability to motivate, encourage and recognize exceptional performance

• Previous experience within a sports, entertainment, or related field is preferred

Working Conditions:

• Must be able to work a flexible schedule inclusive of weekends, nights and holidays required

• Must be able to stand for long periods of time, handle excessive walking, climbing stairs, stopping, kneeling, loud dark environments, hot and cold temperatures.

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.