Guest Experience Manager | Full-Time | Palm Springs Plaza Theatre at Oak View Group

Palm Springs, California, United States -

Full Time

Start Date

Immediate

Expiry Date

26 Apr, 26

Salary

80000.0

Posted On

26 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Event Management, Customer Service, Communication, Leadership, Problem Solving, Teamwork, Scheduling, Training, Safety Regulations, Budget Preparation, Crowd Management, Supervision, Hospitality, Conflict Resolution, Microsoft Office, Public Safety

Industry

Entertainment Providers

Description

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 The Guest Experience Manager will manage every aspect of their assigned events from the advance planning stages through the end of the event. They will hire, train, schedule, and lead all front-of-house staff including the House Managers, ushers, and merchandise sellers. This role will make a direct impact on the entire guest journey, always looking for opportunities to enhance experiences from pre-event ticket purchasing and information, through the event, and after an event. This person will also help oversee building safety and security, coordinate communication between event staff and security, and be responsible for ensuring an overall customer and client satisfaction and experience. The Guest Experience Manager reports directly to the Director of Events. This role pays an annual salary of $75,000-$80,000 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 April 24, 2026. Responsibilities Advance, plan, service, and supervise all events Plan, direct and evaluate the work of subordinates Provide leadership and guidance for event personnel Analyze challenges, identify alternative solutions, and project consequences of proposed actions and implement recommendations in support of organizational objectives Communicate clearly and concisely in the English language, both orally and in writing Establish and maintain effective working relationships with lessees/clients, co-workers, part-time staff, contractors, patrons/public and municipal officials Work a flexible schedule, including long nights, early mornings, weekends & holidays as needed Complete all duties with a customer service focus through teamwork & dedication to OVG’s principles Assist in the preparation of building to meet the requirements of upcoming events/shows Assist with the completion of pre-show event financial estimates Assist with the completion of post-show event settlements Advise lessees on services available from independent contractors for events Recruit, train, and supervise event & security staff Create work schedules for event & security staff, delegate assignments, and review performance/results Function as a liaison between users of the facility and the facility staff Recommend and evaluate required event staffing levels Coordinate communication between building staff and show staff during load in and load out Investigate and resolve event-related complaints in a professional manner ensuring customer satisfaction Maintain equipment (radios, metal detection wands, etc.) for all event and security staff Make hospitality arrangements as needed Communicate with municipal officials, including police, fire and medical services, event staff and public to ensure security of patrons and events run smoothly Review emergency planning procedures with all event staff for each event Create and distribute detailed data sheets prior to every event Prepare and approve bi-weekly payroll for all event staff and security staff Coordinate service needs with Food and Beverage provider & make hospitality arrangements as needed Serve as Manager on Duty as scheduled Other duties and responsibilities as assigned Qualifications Three to five (3-5) years of increasingly responsible experience in event management in a stadium, arena, convention center or public assembly facility setting Bachelor’s degree from an accredited college/university with major coursework in facility management, hospitality management, business, or related field (or relevant work experience) Strong oral and written communication skills Strong computer skills in Microsoft Office applications, word processing, and Internet Possession of, or ability to obtain, a valid drivers’ license Knowledge of operational characteristics of events Ability to identify the needs of users of the facility Knowledge of crowd management and control techniques Knowledge of customer service practices Knowledge of principles of supervision, scheduling, and training employees Knowledge of fire and public safety regulations Experience with budget preparation and control Familiarity with terminology used in entertainment/convention/public assembly settings Ability to lift up to 25lb 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.

Responsibilities

The Guest Experience Manager will oversee all aspects of assigned events, from planning to execution, ensuring a high-quality guest experience. They will lead front-of-house staff and coordinate communication between event personnel and security.