Guest Services Coordinator | Full-Time | Angel Of The Winds 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 Guest Services Coordinator works under the general supervision of the Director of Events. This position will assist with providing excellent guest service at all Angel Of The Winds Arena events by assisting with planning, monitoring, directing, delegating and managing all functions of the Guest Services department to ensure seamless event execution. Events include but are not limited to concerts; hockey games; family shows; community events; and corporate and private functions.

This role pays an hourly rate of $26.00-$29.00

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 January 9, 2026.

About the Venue

Angel Of The Winds Arena, located in the heart of downtown Everett, is Snohomish County’s premier sports and entertainment venue. Hosting a diverse range of concerts, sporting events, family shows, and community gatherings, we are committed to delivering memorable experiences for every guest who walks through our doors.

Responsibilities

• Actively monitor team member interactions with guest during events. 
• Maintain and update department documentation and files. 
• Coordinates department orientation and training events. 
• Monitor and document team member attendance and administer appropriate disciplinary documentation. 
• Conducts supply inventory at Guest Service locations and replenishes as needed. 
• Leads department’s pre-event briefing. 
• Responds to guest email communication. 
• Follows up on guest comments via email or phone and takes appropriate action. 
• Creates and distributes event summary info sheet with all relevant guest experience and event details. 
• Assist Director with providing leadership and guidance to Guest & Premium Experience team members. 
• Assist Director in administering appropriate disciplinary documents as needed to ensure compliance of company/department policies. 
• Assist Guest Experience team in resolving ticketing issues. 
• Assist in serving as escalation point of contact for guest concerns. 
• Ensures lost & found items turned in to Guest Services are logged and accurately submitted to 24/7 database. 
• Coordinates with Security leadership team exchange of unclaimed lost & found items post-event. 
• Assist Guest Experience team with tracking of pre & post event ADA escorts. 
• Proactively provides excellent customer service to external and internal guest. 
• Ensure all guest facing areas are show ready prior to doors opening to public. 
• Monitor team member rest/meal periods and that they are taken at designated times. 
• Responds to guest questions and issues in a timely manner. 
• Compiles and submits incident reports to appropriate work groups. 
• Assists Director with pre-event planning. 
• Assists Director with long term department success strategy. 
• Assist Director with a team member engagement program. 
• Always represents the company in a positive professional manner. 
• Performs other duties as assigned.

Qualifications

• Bachelor’s degree in hospitality management, event planning, or related field preferred.
• 1-2 years of related work experience. Previous experience in a stadium, arena, convention center or hospitality industry experience highly desirable. 
• Exceptional interpersonal and communication skills.
• The ability to think quickly, remain calm under pressure, and make effective decisions in a fast-paced environment.
• The ability to multitask and prioritize in a fast-paced environment.
• Able and willing to adapt to change in daily duties corresponding to each event’s needs. 
• Strong attention to detail and problem-solving abilities.
• Possess positive attitude and strong ability to work well with co-workers and supervisors in a collaborative team environment. 
• Possess high degree of discretion, integrity, professionalism, and accountability. 
• Proficiency in MS Office and event management software is a plus.
• Flexible schedule, including evenings, weekends, and holidays as required by event schedules.

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.