Guest Experience Manager | Full-Time | Chaifetz Arena (Saint Louis University)

Oak View Group•Saint Louis, MO

10d•Onsite

About The Position

Oak View Group is seeking a Guest Experience Manager for Chaifetz Arena at Saint Louis University. The role leads Guest Experience activities for events, providing a safe and enjoyable environment for guests and staff and serving as the on-site manager for most events. The manager schedules and supervises a part-time staff of 100–140 employees, monitors departmental activities, and performs administrative duties. The position is responsible for ensuring staff have the knowledge and tools needed through training and coaching, and for creating extraordinary experiences for guests, events, and colleagues. The role pays an annual salary of $60,000–$70,000. Full-time benefits include health, dental, and vision insurance, a 401(k) savings plan with matching, and paid time off including vacation days, sick days, and 11 holidays. The position is listed as open until December 31, 2026.

Requirements

3–5 years of supervisory or management-level experience in a similar field or customer service industry.
Exemplary customer service skills and ability to handle multiple tasks and priorities simultaneously.
Ability to problem-solve, make quick decisions, and delegate responsibility while remaining professional and pleasant in stressful situations.
Knowledge of how to motivate, support, and involve employees in accomplishing goals and objectives.
Demonstrated ability to function in a fast-paced, high-pressure environment.
Availability to work a flexible schedule, including long hours, nights, weekends, and holidays as events require.
Ability to communicate clearly and concisely.
Detail-oriented, with strong organizational and interpersonal skills.
Proficient Windows computer skills, including Outlook, Word, PowerPoint, Excel, and Publisher.

Nice To Haves

Bachelor’s degree from an accredited college or university, preferably with major coursework in facility management, management, business administration, or a related field.
Training or knowledge in crisis management.
E-Time Timekeeping knowledge.

Responsibilities

Manage Guest Experience activities for Chaifetz Arena events, welcoming guests, exceeding expectations, and empowering employees.
Recruit, interview, and hire department employees, including through job and college fairs.
Develop, maintain, and implement training for Guest Experience staff, including public speaking and teaching large audiences.
Plan, assign, and manage staff workloads.
Integrate new customer service standards while maintaining or improving the department’s culture.
Serve as the facility contact for event-related feedback, including incoming emails, calls, lost-and-found inquiries, and event concerns.
Analyze data and guest insights to develop process improvements and solutions across channels to resolve guest issues.
Teach and reinforce the arena’s GREAT program core values; support staff recognition, administer anniversary awards, and develop rewards and recognition as needed.
Participate in formulating, administering, and developing departmental policies and long-range goals and objectives.
Maintain accurate employee files, contact information, attendance records, payroll sheets, and staffing estimates.
Implement disciplinary procedures with staff as needed.
Ensure appropriate staffing for internal and contracted labor, brief staff, and confirm staff report to their posts on time and in the correct uniform.
Build partnerships and collaborate with vendors such as security, police, parking, and first aid to maintain consistent service and support a seamless guest experience.
Serve as Manager on Duty for events as needed and perform related functions.
Take ownership of guest needs from beginning to end and create extraordinary moments.
Support the development of a diverse and inclusive environment.
Perform other duties as assigned.