Oak View Group
Oak View Group (OVG) is the world’s leading arena development, management, and hospitality company founded in 2015 by Tim Leiweke and Irving Azoff to disrupt business as usual. As the largest developer of sports and entertainment facilities in the world, OVG prioritizes the way we do business focusing on making long-term investments in our people and our planet. We focus on building a diverse workforce and cultivating an inclusive workplace. Each day our team members around the world and throughout our local communities work together to provide the greatest experience to our fans and partners.
We celebrate and support a strong, transparent, authentic and inclusive culture focused around four core values:
- We treat each other fairly and with respect.
- We act with integrity.
- We have an entrepreneurial spirit.
- We give back to our global community.
More information at OakViewGroup.com, and follow OVG on Facebook, Instagram, Twitter, and LinkedIn.
Overview
The Guest Services Manager is responsible for scheduling and coordinating all departmental activities pertaining to Guest Services, Police-(move in/out), and guest related medical services including First Aid event staffing. This position is accountable for providing a safe and enjoyable arena environment for all guests and staff. The Guest Services Manager serves as on-site Manager to ensure that staff has appropriate training, knowledge, and tools to successfully attain the BOK Center’s service goals set by the Event Services department.
This role will pay a salary of $50,000 to $65,000.
For FT roles: Benefits: Health, Dental and Vision insurance, 401(k) savings plan, 401(k) matching, and paid time off (vacation days, sick days, and 11 holidays).
About the Venue
The Bank of Oklahoma Center, also known as the BOK Center, is located in downtown Tulsa and serves as the premier sports and entertainment venue of the region. Offering 19,199-seat multi-purpose arena and 565,000 total square footage designed to accommodate concerts, family shows and other special events, the BOK Center has been named one of the country’s best venues.
Responsibilities
- Manages all Guest Service activities for events to ensure a high level of guest satisfaction in all pertinent areas of event experience.
- Develops, maintains, and implements all training activities for part-time employees within the Guest Services staff; this includes public speaking, teaching large audiences as required.
- Responsible for interviewing, hiring, and training department employees Plan, assign and direct workload for all Guest Services and act as facility contact for all event related complaints, including but not limited to, answering incoming emails, calls, and event concerns.
- Participate in formulating, administrating, and developing policies and long- range goals/objectives for the Guest Services department.
- Prepare staffing estimates and complete settlement bills for accounting when necessary.
- Ensure employee schedules are entered timely into timekeeping system; making any updates to schedules and/or payroll sheets as needed.
- Track attendance of staff according to Attendance Policy. Partner with HR / Director for any disciplinary required.
- Responsible for scheduling and ensuring Events department is staffed appropriately based on estimates, coordinating with contacts from Security, Police, and First Aid departments.
- Act as Event Manager for events as needed; perform all related functions as required to be present for the majority of Arena events.
- Implement disciplinary procedures with staff as needed.
- Provide excellent customer service assistance to internal and external clients.
Qualifications
- Bachelor’s degree from an accredited college or university with major course work in facility management, management, business administration or related field preferred.
- Three to five (3-5) years’ supervisory experience in similar field or in the customer service industry.
- Exemplary customer service skills with the ability to handle multiple tasks and priorities simultaneously.
- Must have demonstrated ability to perform effectively under stressful situations.
- Training or knowledge in crisis management strongly preferred.
- Knowledge of supervisory skills including how to motivate, support and involve employees in accomplishing goals and objectives.
- Must have a demonstrated ability to function in a fast paced, high-pressure environment.
- Must be available to work a flexible schedule including long hours, nights, weekends and holidays as event needs require.
- Ability to communicate clearly and concisely in the English language, both orally and in writing.
- Must be detail oriented, have strong organizational skills, and demonstrated interpersonal skills Proficient computer skills in a Windows format including experience with Outlook, Word, Power Point, Excel and Publisher.
- E-Time Timekeeping knowledge preferred but not required.
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.
EEO
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.