Assistant Guest Experience Manager | Full-Time | Ryan Field at Northwestern University

Oak View Group•Evanston, IL

3d•Onsite

About The Position

The Assistant Guest Experience Manager supports the Guest Experience Director in leading the day-to-day guest experience operation. This position helps ensure a welcoming, safe, and efficient experience for all guests while providing leadership to guest-facing staff and supporting event-day operations.

Requirements

High school diploma or equivalent is required
2–4 years of experience in guest services, hospitality, events, sports, entertainment, or a related field.
Ability to work evenings, weekends, holidays, and event-based schedules.
Excellent communication, interpersonal, and organizational skills.
Strong leadership and problem-solving abilities.
Ability to remain calm and professional in high-pressure situations.
Strong understanding of guest service principles and hospitality standards.
Ability to effectively manage multiple priorities in a fast-paced environment.
Proficiency with Microsoft Office and standard business systems.
Ability to stand and walk for extended periods during events.
Ability to move throughout the venue, including stairs and varying floor surfaces.
Ability to lift and carry heavy supplies or equipment.

Nice To Haves

a college degree is preferred
Previous supervisory or leadership experience is preferred.
Experience working in a high-volume venue or event environment is preferred.

Responsibilities

Assist with the overall management of the Guest Experience operations before, during, and after events.
Assist with managing and providing guidance to Guest Services staff, ushers, guest experience representatives, and other assigned personnel.
Assist with staff scheduling, assignments, training, onboarding, and performance feedback.
Serve as a visible leadership presence throughout the venue during events.
Monitor guest flow, entrances, concourses, seating areas, and other public spaces to ensure a positive guest experience.
Address guest questions, concerns, and escalated issues professionally and promptly.
Support implementation of venue guest service standards, policies, and procedures.
Coordinate with Event Management, Security, Ticket Operations, Facilities, Housekeeping, and other departments to resolve operational and guest-related issues.
Assist with event briefings, staff meetings, and post-event reviews.
Monitor staffing levels and assist with reallocating personnel based on event needs.
Support accessibility initiatives and ensure appropriate accommodations are provided to guests.
Assist with incident reporting and follow established emergency and safety procedures.
Track guest feedback and identify opportunities to improve the overall guest experience.
Assist with training staff on customer service, venue policies, emergency procedures, and event-specific requirements.
Perform other duties as assigned.