Guest Services Representative | Part-Time | CFG Bank Arena

About the Venue

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

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
• 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

Qualifications

• At least two (2) years prior experience within a hospitality, sports, entertainment, or related field
• Experience in a high-profile customer service-based industry is preferred
• 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
• 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
• Adhere to all OVG Policies

Benefits

• 401(k) Savings Plan
• 401(k) matching