Guest Experience Coordinator | Part-Time | Acrisure Arena

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

The Part-Time Guest Experience Coordinator will manage every aspect of their assigned events from the advance planning stages through the end of the event; hire, train, schedule and supervise all event staff; oversee building security and interact with local public safety officials to ensure events run smoothly; coordinate communication between event staff/security and delegate assignments; be responsible for and ensure overall customer satisfaction and experience.

This role will pay an hourly rate of $27.00 - $29.00.

Benefits for Part-Time roles: 401(k) savings plan, 401(k) matching.

This position will remain open until November 7, 2025.

About the Venue

America’s hottest music festival destination finally has the world-class arena it deserves. Now open, the brand-new Acrisure Arena provides the greater Palm Springs area of Southern California with a premiere 11,000+ capacity venue hosting the biggest artists and acts on the planet. We are #TheCoolestSpot in the desert, designed specifically for hockey and made for concerts, Acrisure Arena provides top-tier hospitality, artist amenities, and all the benefits of a modern music and sports venue to the Coachella Valley.

Responsibilities

• Effectively lead, direct, empower, and work alongside part-time staff with the goal of creating exceptional experiences at Acrisure Arena.
• Actively monitor team member interactions with guests, and fellow colleagues, to ensure a high level of guest satisfaction.
• Recruit, hire, and effectively train staff. 
• Serve as the lead in the escalation of guest questions or complaints, ADA services, and information to guests with disabilities in a timely and professional manner.
• Create and lead events for Guest Experience staff recognition and provide continuous opportunities for staff to remain engaged.
• Manage scheduling and assignment of all part-time staff requested per event through various scheduling platforms.
• Coordinate staff check-ins, call offs, event briefings, breaks, and post event meetings with other guest services teammates.
• Manage staff timekeeping accuracy. Adjust/Communicate to HR regarding any missing time, transferred hours, and scheduling issues.
• Serve as Manager on Duty with full autonomy for assigned events in the absence of other Management staff. 
• Work with colleagues on emergency planning and risk management to ensure a safe environment for everyone on property.
• Maintain guest experience assets, equipment, uniforms, supplies, etc.
• Collaborate with event services team members on various projects. 
• Respond to staff and guest inquiries and concerns during event days through both verbal and written communication. Provide prompt and courteous responses to guest services questions as they arise.
• Manage guest services activities (Lost and Found, Accessibility offerings, etc.)
• Other duties as assigned.

Qualifications

• Bachelor’s degree in a related field from an accredited college/university is preferred. 
• 1-2 years of guest services experience in a stadium, arena, convention center or other public assembly setting.
• Previous experience in a guest service-based industry.
• Proficient in use of Microsoft Office programs.
• Knowledge of operational characteristics of events, including crowd management and control techniques, fire and public safety regulations, etc.
• Ability to communicate clearly and concisely, both verbally and in writing
• Self-motivated with excellent interpersonal and communications skills, and the ability to function and make leadership 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) highly preferred but not required.

Working Conditions:

• Must be able to work a flexible schedule inclusive of weekends, nights and holidays.
• Frequent bending, lifting 20+ pounds, sitting, exposure to multiple external elements, exposure to loud events, and extensive walking through the building.

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.