Guest Service Supervisor | Part Time | Rhode Island Convention Center & Amica Mutual Pavilion

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

Our Guest Service Supervisor will be essential in creating a safe and memorable experience for all guests and team members at the Amica Mutual Pavilion. This role requires a positive attitude, as well as a team-driven and proactive mindset. Each member of this team is responsible for providing an exceptional level of service to our guests in addition to access and crowd control for the Amica Mutual Pavilion.

This role pays an hourly rate of $27.00-$30.00.

Benefits for Part-Time roles: 401(k) Savings Plan and 401(k) matching

This position will remain open until December 5, 2025.

About the Venue

The Rhode Island Convention Center (RICC) is located in the heart of Providence’s downtown. The RICC features 100,000 square feet of flexible exhibit space and an additional 67,000 square feet of ballroom, breakout and meeting spaces. Capable of hosting trade shows, consumer shows, exhibits, receptions, banquets, meetings, tournaments and competitions, and, of course, conventions, event planners will enjoy a collaborative partnership with our knowledgeable and professional staff.

The RICC is connected to the Amica Mutual Pavilion and the 564-room Omni Providence Hotel, and in turn, Providence Place, a downtown shopping destination filled with big-name retailers and an assortment of dining and entertainment options. Known to locals as "The AMP PVD," the 14,000-seat Amica Mutual Pavilion (formerly the Dunkin' Donuts Center) is home to the AHL Providence Bruins and the Big East Providence College Friars. The arena hosts sporting events, major concerts, family shows and trade shows.

Responsibilities

• Ability to communicate clearly.
• Ability to give concise directions to guests and team members.
• Ability to work in outdoor conditions.
• Apply critical thinking skills to problem-solve and make decisions in the absence of leadership.
• Assign and manage department equipment.
• Assist guests in finding their seats, restrooms, concessions, and other venue amenities.
• Assist guests with disabilities with reasonable requests for accommodation, including but not limited to wheelchair escort services.
• Awareness and application of soft skills.
• Complete all necessary pre, during, and post documents, paperwork, and reports according to assignment.
• Complete incident reports for accidents and out-of-the-ordinary events.
• Complete wheelchair logs to document escorts.
• Coordinate team member post assignment.
• Coordinate with the dispatcher for assignments regarding wheelchair assistance, as well as additional assistance for guests in parking lots or shuttles.
• Effectively communicate safety and security measures throughout the arena.
• Enforce policies, procedures, and standards for team members and guests.
• Engage with team members and guests positively and effectively.
• Identify opportunities to create memorable experiences for team members and guests.
• Manage team member breaks.
• Manage team members pre-, during, and post-event.
• Manage team members and/or guests during emergency events.
• Welcome guests and assist with questions and requests.
• Provide accurate facility information with excellent customer service to guests.
• Provide critical and positive feedback through coaching sessions to team members and leadership.
• Provide exceptional guest service.
• Respond to and/or escalate guest complaints, concerns, and compliments.
• Transport guests in need of a wheelchair escort safely to and from required locations, remaining alert to potential hazards that may cause an accident.
• Utilize electronic devices such as handheld devices, computers, and/or tablets.
• Understand, retain, and adhere to safety protocols and procedures.
• Understand, retain, and provide event information to guests and team members.
• Other organizational and administrative duties as determined by management.

Qualifications

QUALIFICATIONS:

• 18 years of age or older.
• Experience in a collaborative team environment
• Experience in a customer service-based industry is essential.
• Experience within a sports, entertainment, or related field is essential.
• Minimum 4 years’ experience in a supervisory and/or leadership role.
• Must be able to complete all required trainings.
• Strong verbal and written communication skills are essential.
• The ability to function independently in a fast paced, high-pressure environment.
• The ability to read, write and understand English.
• The ability to utilize web-based programs and digital equipment.
• The ability to work flexible schedules including long hours, nights, weekends, and holidays is essential.
• The ability to work with the public and have interpersonal and communications skills is essential.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:

• Ability to stand in the same spot for extended periods of time.
• Ability to walk up and down stairs.
• Ability to work steep, elevated areas.
• Ability to be mobile.
• Ability to push, pull, and/or lift 75lbs or more.

Work Environment:

• The duties of this position are performed primarily indoors.
• The noise level in the work environment will range from moderate to loud.
• While performing duties of this job, the employee may be exposed to outdoor weather conditions.
• Must uphold and maintain a customer friendly environment.

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.