Guest Experience Manager | Full-Time | Palm Springs Plaza Theatre

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.

TheGuest Experience Manager will manage every aspect of their assigned events from the advance planning stages through the end of the event. They will hire train schedule and lead all front-of-house staff including the House Managers ushers and merchandise sellers. This role will make a direct impact on the entire guest journey always looking for opportunities to enhance experiences from pre-event ticket purchasing and information through the event and after an event. This person will also help oversee building safety and security coordinate communication between event staff and security and be responsible for ensuring an overall customer and client satisfaction and experience. The Guest Experience Manager reports directly to the Director of Events.

This role pays an annual salary of $75000-$80000

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 April 24 2026.

The HistoricPalm Springs Plaza Theatre located in the heart of Downtown Palm Springs California re-opened on December 1 2025 after a $34 million dollar restoration. The theatre hosts 120 events per year including hosting the Palm Springs International Film Festival Palm Springs Symphony Palm Springs Gay Mens Chorus Modern Men: Coachella Valley Mens Chorus Palm Springs Pops Orchestra Modernism Week Palm Springs Jazz Festival and many national touring acts. The theatre capacity is 700 seats.

• Advance plan service and supervise all events
• Plan direct and evaluate the work of subordinates
• Provide leadership and guidance for event personnel
• Analyze challenges identify alternative solutions and project consequences of proposed actions and implement recommendations in support of organizational objectives
• Communicate clearly and concisely in the English language both orally and in writing
• Establish and maintain effective working relationships with lessees/clients co-workers part-time staff contractors patrons/public and municipal officials
• Work a flexible schedule including long nights early mornings weekends & holidays as needed
• Complete all duties with a customer service focus through teamwork & dedication to OVGs principles
• Assist in the preparation of building to meet the requirements of upcoming events/shows
• Assist with the completion of pre-show event financial estimates
• Assist with the completion of post-show event settlements
• Advise lessees on services available from independent contractors for events
• Recruit train and supervise event & security staff
• Create work schedules for event & security staff delegate assignments and review performance/results
• Function as a liaison between users of the facility and the facility staff
• Recommend and evaluate required event staffing levels
• Coordinate communication between building staff and show staff during load in and load out
• Investigate and resolve event-related complaints in a professional manner ensuring customer satisfaction
• Maintain equipment (radios metal detection wands etc.) for all event and security staff
• Make hospitality arrangements as needed
• Communicate with municipal officials including police fire and medical services event staff and public to ensure security of patrons and events run smoothly
• Review emergency planning procedures with all event staff for each event
• Create and distribute detailed data sheets prior to every event
• Prepare and approve bi-weekly payroll for all event staff and security staff
• Coordinate service needs with Food and Beverage provider & make hospitality arrangements as needed
• Serve as Manager on Duty as scheduled
• Other duties and responsibilities as assigned

• Three to five (3-5) years of increasingly responsible experience in event management in a stadium arena convention center or public assembly facility setting
• Bachelors degree from an accredited college/university with major coursework in facility management hospitality management business or related field (or relevant work experience)
• Strong oral and written communication skills
• Strong computer skills in Microsoft Office applications word processing and Internet
• Possession of or ability to obtain a valid drivers license
• Knowledge of operational characteristics of events
• Ability to identify the needs of users of the facility
• Knowledge of crowd management and control techniques
• Knowledge of customer service practices
• Knowledge of principles of supervision scheduling and training employees
• Knowledge of fire and public safety regulations
• Experience with budget preparation and control
• Familiarity with terminology used in entertainment/convention/public assembly settings
• Ability to lift up to 25lb

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.