Supervisor, Guest Experience | Part-Time | PPG Paints Arena

Oak View Group•Pittsburgh, PA

7d•$21•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. Position Summary The Guest Services Supervisor oversees and supervises Guest Service Representatives during events at PPG Paints Arena. In addition, the Supervisor conducts pre-event meetings to ensure all pertinent event information is shared and all guest service locations are properly staffed; opens/closes the main guest service room; collects all guest lost & found items; and serves as the event point of contact for the facility’s Service Recovery program to ensure guest, fan, and partner complaints are addressed in a courteous and timely fashion. This is a part-time, event-based position. About the Venue As a leading entertainment venue, PPG Paints Arena is the regional epicenter for athletic events, concerts, and family shows in Western Pennsylvania, and home to the NHL’s Pittsburgh Penguins.

Requirements

A minimum education level of: High School Diploma or its equivalency
A minimum of 3 years of related work experience
Knowledge of supervisory principles and practices; ability to coordinate staff
Excellent written and oral communication skills
Ability to prioritize and to handle multiple projects simultaneously
Proficiency in MS Office programs
Excellent customer service and problem solving skills
Ability to work independently with minimal supervision
Ability to work flexible schedule as needed, including weekends, evenings, and holidays

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

Supervise guest service staff to ensure appropriate coverage at all guest service locations throughout the facility and that proper Guest Services policies and procedures are carried out.
Conduct pre-event meetings with guest service staff to ensure all pertinent information is shared pertaining to that day’s event.
Open and close main room and collect and tag all lost & found items.
Serve as a point of contact for our Service Recovery program to ensure guest, fan, and partner’s complaints are addressed in a courteous, respectful, and timely fashion.
Assist in the implementation and administration of the employee recognition program.
Communicate with guests, management, and command center to provide solutions to guest-related issues.
Collect/Complete incident reports and provide summary at end of night to leadership.
Assist guests with resolution of seat issues for non-hockey events.
Ensure Guest Services Room is fully operational.