Guest Services Manager Full-Time Iowa Events Center Wells Fargo Arena

Oak View Group is the global leader in venue development management and premium hospitality services for the live event industry. Offering an unmatched 360degree solution set for a collection of worldclass 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.

Guest Services Manager is responsible for scheduling and all departmental activities pertaining to Guest Services Police move in/out and First Aid event staffing. Position is accountable for providing a safe and enjoyable arena environment for guests and staff and serves as onsite Manager for most events. Ensures that staff has appropriate knowledge and tools through teaching and quality control in order to attain service goals set by company and department.

This role pays an annual salary of $47000.00$52000.00.

Benefits for FullTime roles: Health Dental and Vision Insurance 401(k) Savings Plan 401(k) matching and Paid Time Off (vacation days sick days and 11 holidays).

This position will remain open until May 31 2025.

• Manages all Guest Service activities for events at Iowa Events Center to ensure high level of guest satisfaction in all pertinent areas of event experience
• Develops maintains and implements all training activities for part time employees within the Guest Services staff; this includes public speaking teaching large audiences as required
• Responsible for interviewing hiring and training department employees
• Plan assign and direct workload for all Guest Services and phone operator staff
• Act as facility contact for all event related complaints including but not limited to answering incoming emails calls and event concerns
• Participate in formulating administrating and developing policies and long range goals/objectives for the Guest Services department
• Prepare staffing estimates and complete settlement bills for accounting when necessary
• Ensure employee schedules are entered timely into timekeeping system; making any updates to schedules and/or payroll sheets as needed
• Track attendance of staff according to Attendance Policy
• Partner with HR / Director for any disciplinary required
• Responsible for scheduling and ensuring Events department is staffed appropriately based on estimates; coordinating with contacts from Security Police and First Aid departments
• Act as Event Manager for events as needed; perform all related functions as required
• Be present for majority of Wells Fargo Arena events
• Implement disciplinary procedures with staff as needed
• Provide excellent customer service assistance to internal and external clients

• Bachelors degree from an accredited college or university with major course work in facility management management business administration or related field preferred
• 35 years supervisory experience in similar field or in customer service industry
• Exemplary customer service skills with the ability to handle multiple tasks and priorities simultaneously
• Must have demonstrated ability to perform effectively under stressful situations
• Training or knowledge in crisis management strongly preferred
• Knowledge of supervisory skills including how to motivate support and involve employees in accomplishing goals and objectives
• Must have a demonstrated ability to function in a fast paced highpressure environment
• Must be available to work a flexible schedule including long hours nights weekends and holidays as event needs require
• Ability to communicate clearly and concisely in the English language both orally and in writing
• Must be detail oriented have strong organizational skills and demonstrated interpersonal skills
• Proficient computer skills in a Windows format including experience with Outlook Word Power Point Excel and Publisher
• ETime Timekeeping knowledge preferred but not required

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 ourpeople improves ourservice and raises ourexcellence. 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.

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.