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
As our Guest Experience Manager, you will bring to life a great experience for our guests. You will be responsible for providing a safe and enjoyable environment for both guests and staff and serve as on-site Manager for most events. You will schedule and supervise part-time event staff, monitor departmental activities, and perform general administrative duties. The Guest Experience Manager will oversee a working part-time staff of an average of over 100 employees per event and ensure that staff have appropriate knowledge and tools, through training and coaching. You must be driven to create extraordinary moments for our guests, our events, and each other.
This role will pay a salary of $60,000 to $90,000.
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
McCormick Place located in downtown Chicago is the largest and most flexible convention center in North America., With over 2.6 million square feet of exhibition space, the campus proudly hosts some of the world’s largest and most prestigious conventions, meetings, and trade shows, welcoming approximately 3 million visitors to Chicago every year.
Responsibilities
- Manage all Guest Service activities for events to ensure a great guest experience: welcoming every guest, exceeding expectations, and empowering our employees
- Responsible for recruiting (job/college fairs), interviewing, and hiring department employees
- Develop, maintain and implement all training activities for the Guest Services staff; this includes public speaking, teaching large audiences as required
- Plan, assign and direct workload for all Guest Services staff
- Own the integration of new customer service standards, while maintaining or improving the culture of the department
- Act as facility contact for all event related feedback, including but not limited to, answering incoming emails, calls, lost and found inquiries, and event concerns
- Analyze data and guest insights to introduce process improvements and solutions across channels to resolve guest issues
- Exemplify, educate & train staff on the core values of GREAT service, supporting part-time staff recognition such as Employee of the Month, administering anniversary awards, developing new rewards and recognition as needed
- Participate in formulating, administrating and developing policies and long- range goals/objectives for the Guest Services department
- Accountable for the maintenance and accurate documentation of employee files, contact information, attendance records, payroll sheets, and staffing estimates
- Implement disciplinary procedures with staff as needed
- Responsible for ensuring proper staffing levels for internal and contracted labor, briefing staff, and confirming staff is on-post on time and in accurate uniform
- Build strong partnerships and collaborate with our internal/external department partners such as security, police, parking, and first aid to ensure a consistent standard of service, implement any changes necessary for a seamless guest experience
- Act as Event Manager for events as needed; perform all related functions as required
- Take ownership and seeing our guest’s need through, from beginning to end, feeling empowered to say “Yes” and to create those extraordinary moments
- Committed to developing a diverse and inclusive environment
- Other duties as assigned
Qualifications
- Bachelor’s degree from an accredited college or university with major course work in facility management, management, business administration or related field preferred
- 3-5 years’ experience in a similar field or in customer service industry including supervisory experience
- Exemplary customer service skills with the ability to handle multiple tasks and priorities simultaneously
- Have the ability to problem solve, make quick decisions and delegate responsibility while remaining professional and pleasant in the midst of 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.