Manager, Guest Experience | Full-Time | PPG Paints Arena

Oak View Group•Pittsburgh, PA

8d•$52,000 - $62,000•Onsite

About The Position

Oak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry. Offering an unmatched, 360-degree solution set for a collection of world-class owned venues and a client roster that includes the most influential, highest attended arenas, convention centers, music festivals, performing arts centers, and cultural institutions on the planet . The Manager, Guest Services is responsible for overseeing all guest-facing operations at PPG Paints Arena. This role ensures that every guest receives a safe, welcoming, and memorable experience from arrival to departure. The manager leads a team of front of house staff, and guest service representatives, and collaborates closely with security, operations, and event production teams. This role pays an annual salary of $52,000-$62,000 and is bonus eligible

Requirements

Bachelor’s degree in Hospitality, Event Management, or related field (preferred)
3-5+ years of experience in guest services or front-of-house management in a large venue
Strong leadership and interpersonal skills
Excellent oral and written communication skills, with the ability to interact effectively with guests, staff and stakeholders
Familiarity with ticketing systems and crowd management tools
Ability to work evenings, weekends, and holidays based on event schedule
Ability to operate a keyboard and move around the facility.
Must be able to hear and speak to use two-way radio and telephone.
knowledge of Microsoft Office Software, as well as working knowledge of payroll and timekeeping systems.

Nice To Haves

Passion for live events and guest satisfaction
Calm under pressure and quick-thinking in dynamic environments
Detail-oriented with strong organizational skills
Collaborative and proactive leadership style

Responsibilities

Lead and manage guest services teams to deliver exceptional customer service
Resolve guest inquiries, complaints, and special requests with professionalism and urgency
Ensure ADA compliance and accessibility accommodations are properly implemented
Monitor guest satisfaction and implement continuous improvement strategies
Oversee lost and found operations and guest feedback systems
Supervise entry gates, ticket scanning, and crowd flow during ingress and egress
Maintain cleanliness, safety, and visual standards of lobbies, concourses, and seating areas
Coordinate with custodial, security, and event operations for seamless execution
Manage signage, wayfinding, and public information displays
Enforce emergency procedures and support incident response protocols
Manage uniform inventory, distribution, and appearance standards for all front-of-house staff
Recruit, train, and supervise front-of-house staff including supervisors, ushers, greeters, ticket takers, and guest service reps
Develop staffing plans and schedules for events of varying scale
Conduct pre-event briefings and post-event evaluations
Foster a culture of hospitality, accountability, and teamwork
Design and manage staff incentive programs to boost performance, morale, and guest satisfaction
Document and report guest incidents and accidents occurring in public areas
Coordinate with risk management and legal teams to file and track insurance claims related to guest incidents
Ensure timely and accurate submission of incident reports and supporting documentation
Maintain confidentiality and compliance with internal policies and external regulations