A great experience starts with you!

Join our team to help create and develop the future of live entertainment and sports in Orange County!

Once you've had a chance to explore our current open positions, apply to the ones you feel best suit you, as an applicant, you can always see your application status in your profile.

Mission: To enrich the lives in our community through shared experiences, welcoming spaces, and responsible actions.

Vision: We will be the social and entertainment center of Orange County – a place where the cultural kaleidoscope of the region converges and connects.  Our vibrant, rich collection of experiences will celebrate the diversity of our community.

Values: Be Safe | Do the Right Thing | Be Generous | Include Everyone | Make it Easy | Be Bold

Job Title:

Guest Services Manager

Pay Details:

The annual base salary range for this position in California is $75,000 to $95,000 per year. The starting pay for the successful candidate depends on various job-related factors, including but not limited to the candidate’s geographic location, job-related knowledge, skills, experience, education/training, internal value, peer equity, external market demands, and organizational considerations.

The Guest Services Manager is responsible for the day-to-day operations of the Guest Services Department across assigned venues. This role ensures effective operations, consistent service delivery, and first-class customer experience at all events. The Manager hires, trains, supervises, and schedules all full-time and part-time Guest Services staff and is responsible for maintaining high service standards, operational efficiency, and compliance with venue policies and regulations.​​

Responsibilities

• Ensure the highest service standards are trained, delivered, and encouraged at all times to create an exceptional guest experience

• Identify and implement new ways to improve Guest Services operations and overall guest satisfaction

• Assist guests requiring special accommodations; ensure ADA compliance, support neurodiverse guests, maintain sensory rooms, and oversee the Kulture City program

• Lead, train, mentor, and support both full-time and part-time Guest Services staff

• Hire, train, and supervise the full-time exempt Assistant Event Services Manager

• Oversee interviews, hiring, orientation, uniform fittings, and ongoing training for part-time staff (Ushers, Pass Gate, Ticket Takers, Door Guards, Usher Supervisors, Wardrobe, Event Receptionists, Elevator Operators, Guest Services Desk)

• Create training programs, SOPs, and orientation materials for ABI Mastermind, Workday, and other communication tools

• Maintain compliance with all annual and positional training requirements (e.g., harassment prevention, CPR/first aid, emergency procedures, sensory training)

• Plan and execute internal department events including staff meetings, holiday events, and recognition activities

• Collect monthly availability and schedule staff to meet event needs using ABI Mastermind

• Process payroll, timekeeping corrections, and ensure compliance with rest/meal break requirements for part-time staff

• Create training and orientation events in ABI; manage payroll codes and system access

• Maintain staff positional skills and restrictions due to medical limitations or leaves of absence

• Coordinate staffing and manage Guest Services operations for off-site events at other OCSE properties

• Compile pre-event information including check-in lists, supervisor packets, and seating relocations

• Collaborate cross-departmentally to prepare company-wide event briefing sheets

• Lead pre-event briefings with supervisors and front-of-house staff; monitor staff performance during events

• Serve as on-site Guest Services lead during events, resolving seating issues, relocations, guest concerns, injuries, and escalations

• Manage post-event guest feedback and follow-up

• Track and report event ingress data for Business Analytics

• Support lost-and-found operations and maintain secure logging of valuables

• Order, maintain, and track employee uniforms and all Guest Services equipment (radios, pagers, nametags, flashlights, wheelchairs, stop signs, hydration pouches, etc.)

• Maintain and upgrade guest-facing amenities such as first-game certificates, giveaways, memorabilia items, and sensory kits

• Maintain Guest Services equipment including printers, iPads, assisted listening devices, etc.

• Create and update Guest Services SOPs and departmental procedures

• Prepare and manage department expenses within the approved annual budget

Qualifications

• Bachelor’s degree or equivalent experience

• Minimum 4 years of guest services experience with increasing responsibility, ideally in sports or entertainment

• Minimum 2 years of supervisory or management experience leading large teams in a fast-paced environment

• Experience with ABI Mastermind or similar scheduling/timekeeping platforms preferred

• Experience presenting and speaking to large groups

• Knowledge of Workday HR and financial systems preferred

• Strong organizational and time-management skills; able to manage multiple projects and meet deadlines

• Excellent verbal and written communication skills

• Proficiency in Microsoft Office applications

• Able to motivate a team and foster strong internal and external relationships

• Able to work a flexible schedule including nights, weekends, and holidays

Knowledge, Skills and Experience

Education - Bachelor's Degree

Experience Required – 4+ Year's

This position is on-site.

JM2026

Company:

Grove of Anaheim, LLC

Our Commitment:

We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and team members without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, medical condition or any protected category prohibited by local, state or federal laws.  We are firm believers that diversity and inclusion among our team members are critical to our success, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.

Thanks for your interest in becoming part of OCVIBE!