Guest Service Representative

Oak View Group

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.

Position Summary

Under direct supervision of the Guest Services Management Team and Supervisors, our Guest Services Representative is responsible for providing an exceptional level of world-class service to all premium guests, clients, and partners at all events. Including, but not limited to, major concerts, family shows, and smaller, private events. This position is ideal for candidates with hospitality experience, superb customer services skills and a flexible schedule. This role requires having a positive attitude and service-oriented disposition, as well as a team-driven and proactive mindset.

This role pays an hourly rate of $20.

Benefits for PT roles: 401(k) savings plan and 401(k) matching.

EVERGREEN ROLE: Applications are accepted on an ongoing basis; there is no application deadline.

About the Venue

#4 Worldwide Highest Grossing Venue - Billboard Magazine

#4 Venue of the Year in North America – Venues Now

CFG Bank Arena is a 14,000+ 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 façade, 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.

Responsibilities

• Provide consistent, world-class hospitality throughout all premium spaces
• Conduct pre-event walk throughs of premium spaces to ensure expectations are met for premium members
• Proactively welcome and assist guests
• Identify opportunities to create memorable experiences and lasting relationships with members
• Understand, retain, and communicate safety and security measures  
• Display professional demeanor including positive body language and effective communication
• Works to resolve guests' compliments and concerns in accordance with the arena's policies and procedures
• Manage lines and provide directions to premium locations and other arena amenities
• Perform thorough ticket checks, scans, and access for valid entrance into premium spaces
• Maintain clear portals, aisles, and access paths for guests, staff, and emergency services
• Assist guests with reasonable requests for accommodations, including but not limited to wheelchair escort services
• Collaborate with Premium Services department to ensure all expectations are met within designated spaces for guest, client and partner satisfaction
• Reports any suspicious activity to supervisors and/or management
• Complete and submit related paperwork, as necessary
• Other duties as assigned
• Frequent bending, lifting 15-20 pounds, exposure to multiple external elements, extensive walking through the building, exposure to loud noises, and standing for long periods of time

Qualifications

Required Experience & Qualifications:

• At least two (2) years prior experience within a hospitality, sports, entertainment, or related field
• Experience in a high-profile customer service-based industry is preferred
• 75% event availability commitment
• Demonstrated ability to follow instructions and work in a fast-paced environment
• Must have strong verbal and written communication skills
• Comfortable with and self-empowered in managing conflict and responding to guest problems with a sense of urgency and professionalism
• Proactive self-starter and able to work collaboratively

Working Conditions:

• Must be able to work a flexible schedule inclusive of weekends, nights and holidays required.
• Extensive time spent with moderate to loud noises.
• Fluctuating temperatures to include hot and cold conditions - external and internal facility exposure
• Exposure to flashing lights
• Frequent bending, standing for long periods of time, extensive walking through the building.
• Demonstrate flexibility in adjusting personal schedules and extending hours to meet event staffing needs, including securing reliable transportation to and from the arena during non-traditional business hours.
• Arrive at work in appropriate furnished uniform, refrain from cellphone use in public spaces while on post and remaining on post until dismissed or relieved.

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 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.

Equal Opportunity Employer

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.

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