Guest Services Representative Part-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.

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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 will pay an hourly wage of $20.00.

For PT roles: Benefits: 401(k) savings plan and 401(k) matching.Please keep posted until 12.31.2024

Opening February 2023, CFG Bank Arena is a 13,000+ seat, reimagined world class concert and entertainment venue. A premier destination for fans and artists, CFG Bank Arena will showcase over $200MM+ 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 will include a new exterior façade, green scaping and enhanced lighting, this iconic landmark will offer guests the ultimate entertainment experience in town. Rich in history, uniting fans with memories old and new, CFG Bank Arena will host 120+ shows annually including the hottest artists on the planet. It will be a cornerstone of the City of Baltimore, committed to the community, and redeveloped in the heart of Baltimore. A new era of live entertainment awaits in Baltimore with the highly anticipated and reimagined, CFG Bank Arena.

Essential Functions and 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

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.

Frequent bending, standing for long periods of time, extensive walking through the building.

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.

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.