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 Suite Coordinator works under the general supervisor of the department director and leaders. This position will assist with overseeing the Guest Experience and Suites teams, assist with scheduling, and training events team members.

GCC Equivalent job title: Guest Services/ Suites Coordinator

This position will pay an hourly range of $15.00 - $16.00

For PT roles: Benefits: 401(k) savings plan and 401(k) matching. Job Expires 8/01/2024

About the Venue

The Greensboro Coliseum Complex is a multi-building facility designed to serve the citizens of Greensboro and the surrounding area through a broad range of activities, including athletic events, cultural arts, concerts, theater, and educational activities, fairs, exhibits, and public and private events of all kinds including conventions, convocations and trade and consumer shows. It is both a primary center of activity for the community and a leading economic generator for this region. 

Responsibilities

• Actively monitor team member interactions with guest during events. 
• Maintain and update department documentation and files. 
• Coordinates department orientation and training events. 
• Monitor and document team member attendance and administer appropriate disciplinary documentation. 
• Conducts supply inventory at Guest Service locations and replenishes as needed. 
• Leads department’s pre-event briefing. 
• Responds to guest email communication. 

• Follows up on guest comments via email or phone and takes appropriate action. 
• Creates and distributes event summary info sheet with all relevant guest experience and event details. 
• Assist Director with providing leadership and guidance to Guest & Premium Experience team members. 
• Assist Director in administering appropriate disciplinary documents as needed to ensure compliance of company/department policies. 
• Assist Guest Experience team, in resolving ticketing issues. 
• Assist in serving as escalation point of contact for guest concerns. 
• Ensures lost & found items turned in to Guest Services are logged and accurately submitted to 24/7 database. 
• Coordinates with Security leadership team exchange of unclaimed lost & found items post-event. 
• Assist Guest Experience team with tracking of pre & post event ADA escorts. 
• Proactively provides excellent customer service to external and internal guest. 
• Ensure all guest facing areas are show ready prior to doors opening to public. 
• Monitor team member rest/meal periods and that they are taken at designated times. 
• Responds to guest questions and issues in a timely manner. 
• Compiles and submits incident reports to appropriate work groups. 
• Assists Director with pre-event planning. 
• Assists Director with long term department success strategy. 
• Assist Director with a team member engagement program. 
• Always represents the company in a positive professional manner. 
• Performs other duites as assigned by the Director, Guest & Premium Experience. 

Qualifications

• Must be currently employed at the GCC to join this transition group.
• A minimum education level of High School Diploma or its equivalent. College degree strongly preferred. 
• A minimum of three years of related work experience. Previous experience in a stadium, arena, convention center or hospitality industry experience highly desirable. 
• Strong interpersonal and communication skills. 
• Ability to multi-task, work in a fast-paced environment and perform under pressure. 
• Ability to work independently and as part of a team. 
• Able and willing to adapt to change in daily duties corresponding to each event’s needs. 
• Able to travel to and gain access to various areas of the stadium throughout a shift, stand or remain in a stationary position for prolonged periods of time. 
• Excellent organizational skills and attention to detail. 
• Possess positive attitude and strong ability to work well with co-workers and supervisors in a collaborative team environment. 
• Proficient computer skills, including Microsoft Office applications. 
• Possess high degree of discretion, integrity, professionalism, and accountability. 
• Professional image and demeanor. 
• As a condition of employment, employee must successfully complete a background investigation and a post-offer/pre-employment drug/alcohol test. 
• Available to work nights, weekends, holidays, unusual working hours as required. 
• Other duties and responsabilities as assigned. 

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.