Guest Services Representative | Part-Time | CFG Bank Arena

Position Summary

The Guest Services Representative is responsible for providing an exceptional level of world-class customer service to all guests, clients, and partners at all events, including, but not limited to, major concerts, family shows, and smaller, private events. The Guest Services Representatives are generally assigned to work in premium locations such as clubs, lounges, and suites but may work in other areas of the arena as needed. This position is ideal for candidates with hospitality experience, superb customer service 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.

About The Venue

CFG Bank Arena is a 14,000+ seat, reimagined world-class concert and entertainment venue. A premier destination for fans and artists, CFG Bank Arena showcases over $250MM+ 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 iconic landmark offers guests the ultimate entertainment experience the moment they step foot through its doors. Rich in history, uniting fans with memories old and new, CFG Bank Arena hosts 105+ shows annually, including the hottest artists on the planet. A cornerstone of the City of Baltimore, committed to the community, and redeveloped in the heart of Baltimore. A new era of live entertainment has arrived in Baltimore with the highly anticipated and reimagined CFG Bank Arena.

• 4th Highest Grossing Venue in NORTH AMERICA - Billboard Magazine Dec 2025
• 11th Highest Grossing Venue WORLDWIDE - Billboard Magazine Dec 2025

Responsibilities

• Provide consistent, world-class customer service throughout all arena spaces, proactively welcoming guests, answering questions, and thanking guests for attending
• Conduct pre-event walk-throughs of spaces to ensure safety and guest experience expectations are met
• Identify opportunities to create memorable experiences and lasting relationships with all guests
• Have knowledge of arena layout, emergency exit, policies, and regulations while understanding, retaining, and communicating safety and security measures
• Display professional demeanor, including positive body language and effective communication
• Respond to and/or escalate guest complaints, concerns, and compliments
• Manage lines and provide directional instructions as needed to other arena amenities
• Perform thorough ticket checks, scans, and access for valid entry 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
• Frequent bending, lifting, exposure to multiple external elements, extensive walking through the building, exposure to loud noises, and standing for long periods of time
• Adhere to all OVG Policies
• Other duties as assigned

Qualifications

• 2+ years prior experience within a hospitality, sports, entertainment, or related field
• Experience in a high-profile customer service-based industry is preferred
• Must have 70% event availability commitment
• Must be able to work a flexible schedule inclusive of weekends, nights, and holidays
• 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
• Extensive time spent with moderate to loud noises and exposure to flashing lights
• Fluctuating temperatures to include hot and cold conditions—external and internal facility exposure
• Frequent bending, standing for long periods of time, and extensive walking through the building
• Must be able to arrive at work in an appropriately furnished uniform, refrain from cellphone use in public spaces while on post, and remain on post until dismissed or relieved

Pay & Benefits

• Hourly rate: $20.50
• Benefits for Part-Time roles: 401(k) Savings Plan, 401(k) matching