Guest Services Manager

Live Nation Entertainment • Raleigh, NC

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About The Position

Guest Services Manager

Job Summary: WHO ARE YOU? Passionate and motivated. Driven, with an entrepreneurial spirit. Resourceful, innovative, forward thinking and committed. At Live Nation Entertainment, our people embrace these qualities, so if this sounds like you then please read on! THE ROLE US Concerts is seeking is seeking a Guest Services Manager who will be responsible for the overall management of all guest service functions at the venue. WHAT THIS ROLE WILL DO Interview, hire, train, supervise, counsel, and discipline Guest Services team members (ushers and ticket takers) to ensure safe, efficient, and guest-focused operations. Lead pre-show meetings and communicate operational updates, safety procedures, and service expectations. Demonstrate strong, professional communication skills and lead the team by modeling and upholding our core service standards at all times. Build and manage staff schedules to ensure proper coverage and labor efficiency. Maintain a visible presence throughout the venue to proactively engage guests and resolve service issues in real time. Investigate and resolve guest complaints; document interactions and ensure appropriate follow-up. Partner directly with the Box Office to troubleshoot technical issues related to ticket scanning, access control, and entry procedures. Assist with early entry and VIP programs in partnership with the VIP Coordinator to ensure smooth execution. Collaborate with the Guest Services Manager at Coastal Credit Union Music Park on shared staffing and alignment of service standards. Work closely with onsite department managers and third-party vendors to ensure seamless show execution. Attend weekly operational meetings. Process and approve post-show payroll and budget staffing per event to support operating and per-cap goals. Support sustainability initiatives and assist with post-show venue close-out as needed. Perform other venue-related duties as assigned by the General Manager. WHAT THIS PERSON WILL BRING Combination of 3-5 years’ experience in a role similar to this position. Strong computer skills in Outlook, Excel, Word, PowerPoint and other related computer programs. Strong organizational skills. Strong strategic thinking and creative problem-solving skills. Excellent verbal, written and interpersonal communication skills. Acute sense of judgment, tact and diplomacy. A strong-sense of teamwork and ability to execute programs. Excellent verbal and written communication skills. Position requires constant walking, climbing stairs, lifting and carrying 50 lbs+ and occasional sitting. EQUAL EMPLOYMENT OPPORTUNITY We aspire to build teams that reflect and support the fans and artists we serve. Every day we aim to promote environments where everyone can be themselves, contribute fully, and thrive within our company and at our events. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. Live Nation strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, intersectionality, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas. We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Live Nation will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Live Nation also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Live Nation will also provide reasonable religious accommodations on a case-by-case basis. HIRING PRACTICES The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Live Nation recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Live Nation may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms. Live Nation Entertainment will never request payment, or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains. Recognized for seven years as a Great Place to Work® and named one of Fortune’s World’s Most Admired Companies, Live Nation Entertainment is the world’s leading live entertainment company comprised of global market leaders: Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship. Our world-class teams specialize in all aspects of the live entertainment industry, from ground-breaking innovations in ticketing, global venue development and operations, concert promotion and production, sales and brand partnerships, and unparalleled artist management supported by professionals in all facets of corporate operations. We believe in taking care of the countless employees helping artists bring live music to fans all around the world. Our many unique benefit programs are designed to help our teams live life to the fullest including generous vacation, healthcare, retirement benefits, student loan repayment, tuition reimbursement, six months of paid caregiver leave for new parents including fostering and perks like Roadie Babies helping new parents care for their babies on work trips. And of course, access to free live events through our exclusive employee ticketing program. There is no bigger stage for your career. See what your future looks like at Live Nation Entertainment.

Requirements

• Combination of 3-5 years’ experience in a role similar to this position.
• Strong computer skills in Outlook, Excel, Word, PowerPoint and other related computer programs.
• Strong organizational skills.
• Strong strategic thinking and creative problem-solving skills.
• Excellent verbal, written and interpersonal communication skills.
• Acute sense of judgment, tact and diplomacy.
• A strong-sense of teamwork and ability to execute programs.
• Excellent verbal and written communication skills.
• Position requires constant walking, climbing stairs, lifting and carrying 50 lbs+ and occasional sitting.

Responsibilities

• Interview, hire, train, supervise, counsel, and discipline Guest Services team members (ushers and ticket takers) to ensure safe, efficient, and guest-focused operations.
• Lead pre-show meetings and communicate operational updates, safety procedures, and service expectations.
• Demonstrate strong, professional communication skills and lead the team by modeling and upholding our core service standards at all times.
• Build and manage staff schedules to ensure proper coverage and labor efficiency.
• Maintain a visible presence throughout the venue to proactively engage guests and resolve service issues in real time.
• Investigate and resolve guest complaints; document interactions and ensure appropriate follow-up.
• Partner directly with the Box Office to troubleshoot technical issues related to ticket scanning, access control, and entry procedures.
• Assist with early entry and VIP programs in partnership with the VIP Coordinator to ensure smooth execution.
• Collaborate with the Guest Services Manager at Coastal Credit Union Music Park on shared staffing and alignment of service standards.
• Work closely with onsite department managers and third-party vendors to ensure seamless show execution.
• Attend weekly operational meetings.
• Process and approve post-show payroll and budget staffing per event to support operating and per-cap goals.
• Support sustainability initiatives and assist with post-show venue close-out as needed.
• Perform other venue-related duties as assigned by the General Manager.

Benefits

• generous vacation
• healthcare
• retirement benefits
• student loan repayment
• tuition reimbursement
• six months of paid caregiver leave for new parents including fostering
• perks like Roadie Babies helping new parents care for their babies on work trips
• access to free live events through our exclusive employee ticketing program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed