Guest Services Manager | Full-Time | CFG Bank Arena

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.

The Guest Services Manger reports directly to the Director of Guest Services. The position will be responsible for enhancing the experiences of our guests employees and stakeholders. This position will manage all front-of-house event staff including premium services ushers and ticket takers. The successful candidate will lead efforts to manage initiatives including event staff training supervision and communication guest communication and resolution and guest feedback and data analytics for process improvements. The candidate will also be a hands-on professional who enjoys rolling up their sleeves and working as part of a team. The goal is to ensure we become and remain the industry standard for excellence and ensure that all our guests and staff have exceptional experiences.

This role pays an annual salary of $60000.00-$65000.00

Benefits for Full-Time 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 September 5th 2025.

#4 Worldwide Highest Grossing Venue - Billboard Magazine and #4 Venue of the Year in North America Venues Now

CFG Bank Arena is a 14000 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 faade 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 135 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.

• Manages more than 300 event staff employees to strategically enhance the guest experience for 100 events per year.
• Work directly with the Director of Guest Services and Human Resources to advertise hire onboard train and supervise all front-of-house event staff.
• Create and manage a team member review process to track appearance attendance manner and building knowledge.
• Responsible for scheduling of all event staff / GSRs / Ticket Takers / Ushers Ensuring adequate staffing levels.
• Create post-event reports and recaps of event night service incidents to identify trends and offer guidance and solutions for guest experience and operational improvements.
• Develops and maintains effective working relationships with clients partners and all Stakeholders.
• Manage recognition and appreciation initiatives for all Front-of-house event staff to ensure consistency in service and venue knowledge across all levels of the venue.
• Assist Director of Guest Services with yearly customer service training programs for all CFG Bank Arena staff and any/all additional Guest Services training programs.
• Respond and resolve complaints/concerns.
• Responsible for resolution training to all event staff to de-escalate and solve guest complaints or concerns during concerts sporting events and special events.
• Foster a culture of continuous improvement providing feedback and coaching.
• Responsible for post-event suite inspection.
• Responsible for overseeing all arena clubs in relation to preparation and supplies.
• Collaborate with the Guest Services Director on budgeting staffing plans and management of premium areas.
• Assist in maintaining and updating policies and procedures related to guest services and the event staff.
• Ability to thrive in a fast-paced dynamic environment especially during large-scale events.
• Work closely with Guest Services Staff at the Guest Services table / kiosk during events by assisting with complaints relocations and all other tasks as needed.
• Publish Show Notes for each event and distribute to staff.
• All other duties as assigned.

Required Experience & Qualifications:

• 3-5 years experience with guest service & experience programs in a large-scale event setting.
• Bachelors Degree in Sport/Event Management Hospitality Training & Education HR or Business Administration or an equivalent combination of education and experience in the field.
• Passion for providing the highest quality service and puts guests needs before their own needs first.
• Must be a creative problem solver who can identify solutions and address guest concerns efficiently and professionally while remaining calm under pressure.
• Must be adaptable with the ability to work under pressure to meet deadlines.
• Ability to create and manage a collaborative and diverse workforce.
• Strong verbal and written communication skills with an expert ability to present and communicate new ideas and concepts.
• A high degree of personal integrity and consistently put the interests of the organization first.

Desired Qualifications

• Guest Services experience with large-scale events in arena concert or multi-use facility setting of a similar size (14000 seats) is highly desirable.
• Experience servicing various stakeholders and demographics.
• Ability to manage multiple tasks and prioritize needs efficiently.
• Proficient in all Microsoft Office skills including Word Excel PowerPoint etc.
• Ability to work non-traditional hours including nights weekends and holidays.
• Minimal Travel (<5% travel): May be required to travel. Trips may require air travel and/or overnight stay away from home for one or more nights.

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.