Description

OVG360, a division of the Oak View Group, is a full-service venue management and event programming company built on the foundation of truly putting our clients first. Founded in 2015 by Irving Azoff and Tim Leiweke, OVG360 has one simple goal—to provide venues customized services that produce results. Our services are unrivaled and designed to deliver unprecedented results.

Our approach to operating and booking venues is unparalleled. Maintaining a focus on booking and creating premium content that promises to deliver a unique guest experience is what drives our team. The depth of our resources, industry experience and relationships are unmatched throughout the industry. Our team looks forward to capitalizing on our resources to help clients achieve their goals and obtain unparalleled results.

Position Summary:

The Facilities Division of OVG360 has an exciting opening for a Guest Services Manager on the campus of Arizona State University for the new 5,000 seat multi-purpose arena and community ice rink. The new arena is scheduled to open in fall 2022 and will be home to ASU Sun Devil Men’s Ice Hockey, ASU Wrestling and Women’s Gymnastics programs, the NHL Arizona Coyotes, as well as variety of events, including concerts, family shows, comedy and other live events. The new community ice rink will serve as a public venue to the community and will host hockey and skating programming, youth competitions, educational opportunities and more. 

The position reports directly to the Director of Security, and will support the Director of Security in all aspects of guest services. A qualified candidate will bring a collaborative approach and deep understanding of Guest Services and Customer Experience to the role. This position will manage the guest services team, either in-house or third party or both, while frequently interacting with guests, fans and clients. This individual will also work directly with all departments to provide a best-in-class customer experience for all events and daily operations. This is a guest facing role so excellent communication skills are necessary to deliver a memorable experience to a diverse group of guests/clients in the youth, amateur/collegiate, professional, and special events space. 

Essential Duties and Responsibilities: 

• Assist the Director of Security in all safety, security, and guest and premium services operations and procedures.
• Direct or assist in hiring, scheduling, and supervising of all guest services staff, including premium levels and spaces, as necessary.
• Actively monitor team member interactions with guests and premium clients during events. 
• Serve as Security / Guest Services Manager on Duty on behalf of Director as required.
• Assist or serve as Premium Manager on Duty as needed.
• Maintain and update department documentation and files.
• Coordinate department orientation and training events. 
• Monitor and document team member attendance and administer appropriate disciplinary documentation. 
• Conduct supply inventory at Guest Service locations and replenishes as needed. 
• Lead department’s pre-event briefing. 
• Respond to guest email communication.
• Follow 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 and/or Ticketing teams, in resolving ticketing issues.
• Assist in or serve 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.
• Coordinate 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 guests. 
• 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.
• Assist in ensuring a safe orderly ingress/egress process for guests. 
• Respond to guest questions and issues in a timely manner.
• Compile and submit incident reports to appropriate work groups. 
• Assist Director with pre-event planning and staff training. 
• Assist Director with long term department success strategy.
• Assist Director with a team member engagement program. 
• Represent the company in a positive professional manner at all times.
• Perform other duties as assigned by the Director of Security. 

Requirements

Required Experience & Qualifications: 

• Bachelor’s degree from an accredited college or university preferred.
• A minimum of (3) three years of related work experience. Previous experience in a stadium, arena, convention center or hospitality industry experience preferred. 
• 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 arena 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. 

Nonessential Job Functions:

• Supervisory experience preferred 
• Possession of, or ability to obtain a valid CPR certificate

Skills

• Proficient knowledge of Windows and Microsoft Office software
• Operate standard office equipment including printer, copier, computer and fax machine.
• Written/Oral communications - ability to speak and write clearly and concisely, get messages across that have the desired effect

Working Conditions:

• Minimal Travel (<5% of work time) may be required to travel. Trips may require air travel and/or overnight stay away from home for one or more nights.
• Must be able to work a flexible schedule inclusive of weekends, nights and holidays required.
• Frequent bending, lifting up to 20 pounds, sitting, standing, exposure to multiple external elements, extensive walking through the building including inclines and stairs.

EEO Statement:

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.

DEI Statement:

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 routed 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.

Updated Vaccination Statement as of 3/17/2022:

We are committed to ensuring all our buildings and office locations are the safest in the world for artists, teams, employees, and fans. Based on recent encouraging trends in the U.S. and Canada, we highly encourage our employees to continue to get vaccinate and boosted against COVID-19. Should circumstances change, we may need to reinstate vaccination requirements, in whole or in part, to safeguard the health of our employees, guests, performers, athletes, and partners.