Guest Services Manager

Grove of Anaheim•Anaheim, CA

1d•$75,000 - $95,000•Onsite

About The Position

The Guest Services Manager is responsible for the day-to-day operations of the Guest Services Department across assigned venues. This role ensures effective operations, consistent service delivery, and first-class customer experience at all events. The Manager hires, trains, supervises, and schedules all full-time and part-time Guest Services staff and is responsible for maintaining high service standards, operational efficiency, and compliance with venue policies and regulations.

Requirements

Bachelor’s degree or equivalent experience
Minimum 4 years of guest services experience with increasing responsibility, ideally in sports or entertainment
Minimum 2 years of supervisory or management experience leading large teams in a fast-paced environment
Strong organizational and time-management skills; able to manage multiple projects and meet deadlines
Excellent verbal and written communication skills
Proficiency in Microsoft Office applications
Able to motivate a team and foster strong internal and external relationships
Able to work a flexible schedule including nights, weekends, and holidays

Nice To Haves

Experience with ABI Mastermind or similar scheduling/timekeeping platforms preferred
Experience presenting and speaking to large groups
Knowledge of Workday HR and financial systems preferred

Responsibilities

Ensure the highest service standards are trained, delivered, and encouraged at all times to create an exceptional guest experience
Identify and implement new ways to improve Guest Services operations and overall guest satisfaction
Assist guests requiring special accommodations; ensure ADA compliance, support neurodiverse guests, maintain sensory rooms, and oversee the Kulture City program
Lead, train, mentor, and support both full-time and part-time Guest Services staff
Hire, train, and supervise the full-time exempt Assistant Event Services Manager
Oversee interviews, hiring, orientation, uniform fittings, and ongoing training for part-time staff (Ushers, Pass Gate, Ticket Takers, Door Guards, Usher Supervisors, Wardrobe, Event Receptionists, Elevator Operators, Guest Services Desk)
Create training programs, SOPs, and orientation materials for ABI Mastermind, Workday, and other communication tools
Maintain compliance with all annual and positional training requirements (e.g., harassment prevention, CPR/first aid, emergency procedures, sensory training)
Plan and execute internal department events including staff meetings, holiday events, and recognition activities
Collect monthly availability and schedule staff to meet event needs using ABI Mastermind
Process payroll, timekeeping corrections, and ensure compliance with rest/meal break requirements for part-time staff
Create training and orientation events in ABI; manage payroll codes and system access
Maintain staff positional skills and restrictions due to medical limitations or leaves of absence
Coordinate staffing and manage Guest Services operations for off-site events at other OCSE properties
Compile pre-event information including check-in lists, supervisor packets, and seating relocations
Collaborate cross-departmentally to prepare company-wide event briefing sheets
Lead pre-event briefings with supervisors and front-of-house staff; monitor staff performance during events
Serve as on-site Guest Services lead during events, resolving seating issues, relocations, guest concerns, injuries, and escalations
Manage post-event guest feedback and follow-up
Track and report event ingress data for Business Analytics
Support lost-and-found operations and maintain secure logging of valuables
Order, maintain, and track employee uniforms and all Guest Services equipment (radios, pagers, nametags, flashlights, wheelchairs, stop signs, hydration pouches, etc.)
Maintain and upgrade guest-facing amenities such as first-game certificates, giveaways, memorabilia items, and sensory kits
Maintain Guest Services equipment including printers, iPads, assisted listening devices, etc.
Create and update Guest Services SOPs and departmental procedures
Prepare and manage department expenses within the approved annual budget