Guest Experience Manager | Full-Time | American Bank Center

Oak View Group

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

As the Guest Experience Manager, you will play a critical role in shaping an unforgettable experience for both staff and guests. Your leadership will be key in fostering a positive, culture-driven environment, ensuring exceptional service, and upholding experience standards across all events. You will oversee a team of 100-150 part-time employees, ensuring they are equipped with the knowledge, motivation, and tools needed to create outstanding experiences at American Bank Cener.  

This role pays an annual salary of $45,000-$55,000.

Benefits for Full-Time roles: Health, Dental and Vision Insurance, 401(k) Savings Plan, 401(k) matching, and Paid Time Off (vacation days, sick days, and 11 holidays).

This position will remain open until July 11, 2025.

About the Venue

American Bank Center is an entertainment complex owned by the city of Corpus Christi and managed by Oak View Group with OVG's Hospitality division. The complex is in downtown Corpus Christi, Texas and consists of an arena, auditorium, and convention center. The facility hosts numerous conventions, trade shows, exhibitions, live performances, and sporting events. Located directly on the beautiful Corpus Christi Bay downtown, American Bank Center is flexible for any group offering complimentary Wi-Fi and premium food and beverage options.

Responsibilities

• Oversee all Guest Services, Security, and Public Safety activities at American Bank Center to ensure a memorable and safe guest experience
• Recruit, interview, hire, and onboard new staff for the Guest Services and Security teams
• Develop and implement training programs for staff – involves public speaking and large-group instruction
• Create staffing schedules and deployments for all Guest Services, Security, and Public Safety staff for events at the facility
• Manage the administrative aspects of public safety (scheduling, incident report filings, etc.), while collaborating with the Director of Events to build and maintain strong partnerships with public safety agencies, to ensure consistent service standards and the safety of all event attendees
• Maintain accountability by briefing staff on event details, processes, procedures, and expectations, including creating event notes for all ticketed events
• Motivate, engage, mentor, and recognize staff through rewards and recognition programs
• Create staffing estimates, review invoices, and ensure accuracy of all expenses for event settlements and timely processing of payments
• Administer disciplinary procedures as needed, maintaining high standards of performance and integrity
• Own the integration of new customer service standards, while maintaining or improving the culture of the department
• Act as the primary point of contact event-related feedback, including general customer inquiries, lost and found, and event complaints/concerns
• Create and analyze guest feedback surveys to identify areas for improvement then implement solutions to enhance the overall guest experience
• Support the development and enforcement of policies, ensuring they align with long-term goals for guest services and security
• Manage department documentation, including inventory, employee files, attendance, payroll, and staffing records
• Track labor allocations for part-time staff for purposes of forecasting, budgeting, and event settlement

Qualifications

• Bachelor's degree in Event Management, Facility Management, Sports Management, Business, or a related field preferred, but not required
• 2-4 years of experience in personnel management within a public assembly facility, or equivalent education and internship experience will be considered in lieu of full-time experience
• Knowledge of operational characteristics of events, including crowd management and control techniques is a plus
• Proficiency with Microsoft Office and other standard office software
• Supervisory experience with the ability to select, train, and motivate a diverse team of part-time employees
• Strong attention to detail and organizational skills, self-motivating, and the ability to prioritize multiple tasks effectively
• Exceptional customer service and interpersonal skills with a focus on delivering positive experiences
• Desire to work independently and collaboratively in a dynamic team environment
• Willingness to work a flexible schedule, such as long and irregular hours that may vary due to event schedule, may include mornings, evenings, weekends, holidays, and extended number of consecutive days
• Ability to lift up to 50 pounds, work in outdoor environments, as well as stand, walk, and move for extended periods of time, including long hours on feet during events

Strengthened by our Differences. United to Make a Difference

At OVG, we understand that to continue positively disrupting the sports and live entertainment industry, we need a diverse team to help us do it. We also believe that inclusivity drives innovation, strengthens our people, improves our service, and raises our excellence. Our success is rooted in creating environments that reflect and celebrate the diverse communities in which we operate and serve, and this is the reason we are committed to amplifying voices from all different backgrounds.

Equal Opportunity Employer

Oak View Group is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis (“protected class”) including, but not limited to veteran status, uniform service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other protected class under federal, state, or local law.

Salary : $45,000 - $55,000