Manager, Guest Experience | Full-Time | PPG Paints Arena at Oak View Group

Oak View GroupOak 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 SummaryThe Manager Guest Services is responsible for overseeing all guest-facing operations at PPG Paints Arena. This role ensures that every guest receives a safe welcoming and memorable experience from arrival to departure. The manager leads a team of front of house staff and guest service representatives and collaborates closely with security operations and event production teams.This role pays an annual salary of $52000-$62000 and is bonus eligibleBenefits 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 December 31 2025.About the VenueAs a leading entertainment venuePPG Paints Arenais the regional epicenter for athletic events concerts and family shows in Western Pennsylvania and home to the NHLs Pittsburgh Penguins.ResponsibilitiesEssential Duties and Responsibilities include the following: Other duties may be assigned.Guest Experience:Lead and manage guest services teams to deliver exceptional customer serviceResolve guest inquiries complaints and special requests with professionalism and urgencyEnsure ADA compliance and accessibility accommodations are properly implementedMonitor guest satisfaction and implement continuous improvement strategiesOversee lost and found operations and guest feedback systemsFront of House Operations:Supervise entry gates ticket scanning and crowd flow during ingress and egressMaintain cleanliness safety and visual standards of lobbies concourses and seating areasCoordinate with custodial security and event operations for seamless executionManage signage wayfinding and public information displaysEnforce emergency procedures and support incident response protocolsManage uniform inventory distribution and appearance standards for all front-of-house staffTeam LeadershipRecruit train and supervise front-of-house staff including supervisors ushers greeters ticket takers and guest service repsDevelop staffing plans and schedules for events of varying scaleConduct pre-event briefings and post-event evaluationsFoster a culture of hospitality accountability and teamworkDesign and manage staff incentive programs to boost performance morale and guest satisfactionAdministrative & ComplianceDocument and report guest incidents and accidents occurring in public areasCoordinate with risk management and legal teams to file and track insurance claims related to guest incidentsEnsure timely and accurate submission of incident reports and supporting documentationMaintain confidentiality and compliance with internal policies and external regulationsQualificationsQualificationsBachelors degree in Hospitality Event Management or related field (preferred)3-5 years of experience in guest services or front-of-house management in a large venueStrong leadership and interpersonal skillsExcellent oral and written communication skills with the ability to interact effectively with guests staff and stakeholdersFamiliarity with ticketing systems and crowd management toolsAbility to work evenings weekends and holidays based on event scheduleDesired TraitsPassion for live events and guest satisfactionCalm under pressure and quick-thinking in dynamic environmentsDetail-oriented with strong organizational skillsCollaborative and proactive leadership styleWork EnvironmentFast-paced high-volume arena settingRequires standing and walking for extended periodsExposure to loud environments large crowds and variable weather conditionsPhysical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Physical requirements include the ability to operate a keyboard and move around the facility. Must be able to hear and speak to use two-way radio and telephone.This position is not substantially exposed to adverse conditions. May be exposed to high levels of noise. ComputerTo perform this job successfully an individual should have knowledge of Microsoft Office Software as well as working knowledge of payroll and timekeeping systems.Certifications Licenses RegistrationsNo certifications are requiredStrengthened by our Differences. United to Make a DifferenceAt 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.Equal Opportunity EmployerOak 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.Required Experience:Manager Key Skills Bilingual,Linux Administration,Documentation,LNG,Entry Level Finance Employment Type : Full-Time Experience: years Vacancy: 1 Monthly Salary Salary: 52000 - 62000