Assistant Guest Services Manager
OC Sports & Entertainment•Anaheim, CA
•Onsite
About The Position
The Assistant Guest Services Manager supports the implementation of effective operations and customer service programs to help ensure a positive, first-class guest and fan experience at assigned venues. This role assists the Guest Services Manager with the day-to-day operations of the Guest Services Department, including supervision and scheduling of part-time Guest Services team members. The Assistant Manager works closely with the Guest Services Manager to support event readiness, team member performance, and overall front-of-house operations.
Requirements
- Bachelor’s degree or equivalent combination of education and experience
- Minimum of 2–3 years of experience in a guest service role with progressively increasing responsibilities, preferably within a sports, entertainment, or similar environment
- Minimum of 1 year of supervisory or management experience working with a large team in a fast-paced environment
- Excellent organizational and time management skills, with the ability to manage multiple priorities and meet deadlines
- Strong written and verbal communication skills
- Self-motivated with the ability to motivate and support others
- Proficiency in Microsoft Office applications
- Comfortable speaking in front of large groups
- Ability to work collaboratively and build strong relationships with internal and external stakeholders
- Ability to work a flexible schedule, including nights, weekends, and some holidays
Nice To Haves
- Experience with ABI scheduling or other time and attendance software preferred
Responsibilities
- Collect team member availability and develop schedules to ensure appropriate staffing levels using ABI MasterMind scheduling and payroll software
- Utilize Workday HR and financial management applications as needed to support department operations
- Assist with interviewing, hiring, and supervising part-time Guest Services team members, including Ushers, Pass Gate, Ticket Takers, Door Guards, Usher Supervisors, Wardrobe, Event Receptionists, Elevator Operators, and Guest Services Desk Personnel
- Assist with new hire orientations and team member training
- Coordinate pre-event materials and information, including team member check-in lists, event information for supervisors, seating relocations, and team member information sheets
- Conduct pre-event briefings and monitor front-of-house team members during events
- Assist with team member coaching, counseling, disciplinary actions, and related recommendations
- Oversee Guest Services operations during events, including seating issues, guest concerns, injuries, and other event-related matters
- Assist with Guest Services operations before and after events
- Respond to guest inquiries and follow up on post-event guest comments as needed
- Assume Guest Services Manager responsibilities in the absence of the Guest Services Manager
- Order and maintain team member uniforms and other company-issued property
- Support additional projects and responsibilities as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
