Guest Experience Manager Full-Time American Bank Center

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.

As the Guest Experience Manager you will play a critical role in shaping an unforgettable experience for both staff and guests. Your leadership will be key in fostering a positive culturedriven environment ensuring exceptional service and upholding experience standards across all events. You will oversee a team of 100150 parttime employees ensuring they are equipped with the knowledge motivation and tools needed to create outstanding experiences at American Bank Cener.

This role pays an annual salary of $45000$55000.

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 July 11 2025.

American Bank Center is an entertainment complex owned by the city of Corpus Christi and managed by Oak View Group with OVGs Hospitality division. The complex is in downtown Corpus Christi Texas and consists of an arena auditorium and convention center. The facility hosts numerous conventions trade shows exhibitions live performances and sporting events. Located directly on the beautiful Corpus Christi Bay downtown American Bank Center is flexible for any group offering complimentary WiFi and premium food and beverage options.

• Oversee all Guest Services Security and Public Safety activities at American Bank Center to ensure a memorable and safe guest experience
• Recruit interview hire and onboard new staff for the Guest Services and Security teams
• Develop and implement training programs for staff involves public speaking and largegroup instruction
• Create staffing schedules and deployments for all Guest Services Security and Public Safety staff for events at the facility
• Manage the administrative aspects of public safety (scheduling incident report filings etc. while collaborating with the Director of Events to build and maintain strong partnerships with public safety agencies to ensure consistent service standards and the safety of all event attendees
• Maintain accountability by briefing staff on event details processes procedures and expectations including creating event notes for all ticketed events
• Motivate engage mentor and recognize staff through rewards and recognition programs
• Create staffing estimates review invoices and ensure accuracy of all expenses for event settlements and timely processing of payments
• Administer disciplinary procedures as needed maintaining high standards of performance and integrity
• Own the integration of new customer service standards while maintaining or improving the culture of the department
• Act as the primary point of contact eventrelated feedback including general customer inquiries lost and found and event complaints/concerns
• Create and analyze guest feedback surveys to identify areas for improvement then implement solutions to enhance the overall guest experience
• Support the development and enforcement of policies ensuring they align with longterm goals for guest services and security
• Manage department documentation including inventory employee files attendance payroll and staffing records
• Track labor allocations for parttime staff for purposes of forecasting budgeting and event settlement

• Bachelors degree in Event Management Facility Management Sports Management Business or a related field preferred but not required
• 24 years of experience in personnel management within a public assembly facility or equivalent education and internship experience will be considered in lieu of fulltime experience
• Knowledge of operational characteristics of events including crowd management and control techniques is a plus
• Proficiency with Microsoft Office and other standard office software
• Supervisory experience with the ability to select train and motivate a diverse team of parttime employees
• Strong attention to detail and organizational skills selfmotivating and the ability to prioritize multiple tasks effectively
• Exceptional customer service and interpersonal skills with a focus on delivering positive experiences
• Desire to work independently and collaboratively in a dynamic team environment
• Willingness to work a flexible schedule such as long and irregular hours that may vary due to event schedule may include mornings evenings weekends holidays and extended number of consecutive days
• Ability to lift up to 50 pounds work in outdoor environments as well as stand walk and move for extended periods of time including long hours on feet during events

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.