Premium Lead Concierge | Part-Time | Moody Center

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 Role

The Premium Lead Concierge will serve as the key point of contact and supervisor for members within two main entrances of premium areas. This role enhances the member’s event-day experience by ensuring high levels of engagement, satisfaction, and personalized service. The Premium Concierge Lead oversees all aspects of event-day premium member services, from facilitating access to exclusive benefits to managing requests and handling special event coordination. This position also supervises Premium Concierge team members to ensure services are executed with professionalism and efficiency.

About The Venue

At Moody Center in Austin, Texas, we are building a championship organization that serves our fans, community, and business partners through world-class sports, entertainment, and experiences. Moody Center is Austin’s premier 15,000+ seat arena, hosting the biggest artists, University of Texas basketball games, family shows, and other sporting and community events. It is the first of its kind in the industry, with an unrivaled partnership between Oak View Group, Live Nation/C3 Presents, The University of Texas at Austin, and Minister of Culture, Matthew McConaughey. Moody Center has been named Arena of the Year by Pollstar and the Academy of Country Music.

Responsibilities

• Establish and maintain strong relationships with members, recognizing them on-site and understanding their preferences, needs, and expectations.
• Actively engage with members to solicit feedback and ensure satisfaction with premium services and amenities.
• Anticipate and fulfill member needs on event day before they are expressed, creating a seamless and elevated experience.
• Oversee event-day premium concierge operations, ensuring requests are managed efficiently and professionally while providing a high-level premium experience.
• Ensure Premium Concierge team members consistently exceed service standards and handle member inquiries effectively.
• Address and resolve member issues or complaints promptly and professionally.
• Facilitate personalized requests, including additional access and special accommodations.
• Work closely with the Moody Center Premium team to ensure the premium area meets member needs and expectations.
• Monitor member usage of club amenities and provide tailored recommendations to enhance their experience.
• Maintain accurate records of member requests, preferences, and service interactions.
• Prepare reports on Premium Concierge activity, member feedback, and operational improvements for management.
• Assume different responsibilities as needed and requested as an essential part of the job.

Requirements

• 1-2 years in a customer service role in the hospitality industry.
• High school diploma or GED is preferred.
• Exceptional communication, interpersonal, and leadership skills.
• Strong organizational and problem-solving abilities.
• High attention to detail and the ability to anticipate member needs.
• Professional demeanor with a high level of discretion and confidentiality.
• Proactive, solution-oriented, and adaptable to changing member needs.
• Passionate about delivering exceptional customer service and creating memorable experiences.
• Able to work evenings, nights, weekends, and holidays as needed for this event-driven role.

Pay

$22.00 per hour.

Benefits

• 401(k) Savings Plan and 401(k) matching (for part-time roles).