Guest Services Assistant Manager | Moody 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.

Overview

Guest Services Assistant Manager is responsible for assisting with and providing thorough management of direct personnel, subcontractor and vendors. This position will supervise, motivate, direct, and lead large volumes of part-time Guest Services Staff for UT Men’s/Women’s Basketball games, concerts, family shows, etc. Responsible for creating and implementing plans to create positive solutions to any guest and/or staff challenges. Also, acts as liaison between the facility and clients, ensuring all client’s requirements are met and facility rules, regulations, and policies are adhered to.  

This role pays an annual salary of $50,000 to $60,000 and is bonus eligible.

Benefits for FT roles: Benefits: 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 April 18, 2025.

Responsibilities

• Effectively lead, direct, and work alongside with guest services part-time staff with the goal of creating exceptional experiences at Moody Center events. Recruit, hire, and effectively train staff.  

• Empower staff to take opportunities to make memorable experiences and/or resolve guest concerns timely, effectively, and with great service.  

• Assist with creating and leading events for part-time staff recognition and provide continuous opportunities for staff to remain engaged and part of the team 

• Manage scheduling of all part time staff requested per event through various scheduling platforms. 

• Coordinate staff check-ins, call offs, event briefings and post event meetings with other Guest Services teammates. 

• Serve as Manager on Duty with full autonomy for assigned events in the absence of other Management staff.  

• Order and maintain Guests Services assets, equipment, uniforms, supplies, etc. 

• Collaborate with events and guest services team members on various projects.  

• Respond to staff and guest inquiries and concerns daily through both verbal and written communication.  

• Assist with managing Guest Services activities (Lost and Found, Tots tag-a-long program) 

• Answers the Guest Services Hotline promptly, answering any inquiries courteously 

• Assisting Guest Services Manager with the management of staffing timekeeping accuracy. Communicate to HR regarding any missing time, transferred hours, and schedule issues 

• Frequent bending, lifting 15-20 pounds, exposure to multiple external elements, extensive walking through the building, exposure to loud noises, and standing for long periods of time 

• Work a flexible schedule inclusive of weekends, nights and holidays  

• Other duties as assigned  

Qualifications

• Bachelor’s degree in a related field from an accredited college/university is preferred 

• 2-4 years of Guest Services experience in a stadium, arena, convention center or public assembly facility setting highly preferred 

• Previous experience in a customer service-based industry  

• Previous experience within a sports, entertainment, or related field 

• Proficient in use of Microsoft Office programs 

• Knowledge of operational characteristics of events, including crowd management and control techniques; fire and public safety regulations 

• Ability to communicate clearly and concisely in the English language, both orally and in writing 

• Self-motivated with excellent interpersonal and communications skills and the ability to function and make management decisions in a fast-paced high-pressure environment with strong attention to detail and organization 

• Ability to work independently and as part of a team 

• Bilingual (English and Spanish, desired not required) 

Working Conditions 

• Must be able to work a flexible schedule inclusive of weekends, nights and holidays required 

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 : $50,000 - $60,000