Guest Services Manager | Full-Time | Regions Arena

Oak View Group (OVG) is the global leader in premium live entertainment infrastructure and services, with a platform spanning venue development and end-to-end capabilities across venue management, hospitality, and sponsorship sales. Founded in 2015, the company serves a collection of world-class owned venues and a client roster of iconic arenas, stadiums, convention centers, music festivals, performing arts centers, and cultural institutions across four continents.

About The Venue

The new Regions Arena will anchor lively downtown Mobile, Alabama, a city offering world-class accommodations, retail shops, restaurants, museums, parks, and art galleries. The state-of-the-art, 10,000-capacity arena is under construction and scheduled to open in early 2027. It will host a minor league hockey team, concerts, family shows, regional and national sports events, community gatherings, and annual Mardi Gras events. The venue will feature premium seating and experiences, including suites, clubs, and loge boxes, along with over 27,000 square feet of multi-purpose and pre-event space.

Responsibilities

• Take ownership of assigned events in the facility, including scheduling staff, working with tour personnel, and briefing relevant stakeholders.
• Liaise with the security vendor management team to ensure professional operations.
• Manage scheduling of all part-time staff requested per event through various scheduling platforms.
• Lead, manage, and work alongside part-time staff to create exceptional guest experiences at Regions Arena.
• Assist with creating and leading events for part-time staff recognition and providing continuous engagement opportunities.
• Coordinate staff check-ins, call-offs, event briefings, and post-event meetings with Guest Services and Security Management.
• Respond to staff and guest inquiries and concerns daily through verbal and written communication.
• Assist with managing Guest Services activities (Lost and Found).
• Oversee all incident reports during events and ensure accurate documentation.
• Serve as Manager on Duty with full autonomy for assigned events in the absence of other management staff.
• Work with event managers to ensure compliance with all laws, codes, ordinances, policies, procedures, risk management, safety precautions, rules/regulations, and emergency procedures.
• Assist with managing and advancing both large-scale events and ancillary events, including concerts, sports events, VIP receptions, and special events.
• Communicate and disseminate event-related information to appropriate departments, vendors, and stakeholders to ensure staffing coverage and event understanding.
• Develop and maintain effective working relationships with clients, partners, and all stakeholders.
• Empower staff to create memorable experiences and resolve guest concerns timely and effectively.
• Resolve problems quickly by analyzing information and identifying alternative solutions.
• Prepare and approve bi-weekly payroll for all event staff.
• Perform other duties and responsibilities as assigned.

Requirements

• Associate degree preferred or related experience and/or training, or an equivalent combination of education and experience.
• 3-5 years of related customer service experience.
• Demonstrated knowledge of principles and techniques for planning, implementing, and supervising event staff.

Skills & Competencies

• Strong interpersonal and communication skills.
• Excellent organizational skills and attention to detail.
• Ability to work independently and as part of a team, exercising judgment and initiative.
• Proficiency in Microsoft Office.
• Ability to handle conflicts, make common-sense decisions, and exercise proper action during high-tension and stressful situations.
• Ability to organize and prioritize work to meet deadlines.
• Ability to work effectively under pressure and produce accurate results.
• Flexibility to adjust to situations as they occur.
• Ability to follow detailed instructions and communicate effectively with others.
• Ability to maintain effective working relationships with clients, employees, exhibitors, patrons, and others.
• Strong multi-tasking abilities.

Pay

Annual salary of $55,000 - $65,000.

Benefits

• Health, Dental, and Vision Insurance.
• 401(k) Savings Plan with matching.
• Paid Time Off (vacation days, sick days, and 11 holidays).