Guest Services Representative | Part-Time | CFG Bank Arena

Baltimore, MD, USA|

Job Overview

Employment Type

Part-time

Compensation

Hourly

Exact $20.00

Benefits

401(k) savings plan

401(k) matching

Job Description

Oak View Group (OVG) is a global leader in premium live entertainment infrastructure and services. Founded in 2015, OVG has established itself as a powerhouse in the live event industry, with an extensive platform that encompasses venue development, venue management, hospitality, and sponsorship sales. With ownership and management responsibilities across seven world-class venues and partnerships with some of the most iconic arenas, stadiums, convention centers, music festivals, performing arts centers, and cultural institutions across four continents, OVG continues to revolutionize the way people experience live entertainment. The company’s dedication to creating unparalleled experiences, both for guests and clients, is at the core of its operations and drives its continued expansion and success worldwide.

The Guest Services Representative role at Oak View Group provides an exceptional opportunity to be part of a dynamic team responsible for delivering world-class customer service at various live events. This position operates under the supervision of the Guest Services Management Team and Supervisors. It focuses on ensuring guests, clients, and partners receive top-tier hospitality during concerts, family shows, private events, and other gatherings hosted at the arena. Typically assigned to premium locations such as clubs, lounges, and suites, Guest Services Representatives must be adaptable to working in other areas of the arena as business needs demand.

This role is ideal for candidates with hospitality experience and outstanding customer service skills, combined with a positive attitude, a service-oriented mindset, and the ability to work both independently and as part of a team. The Guest Services Representative is expected to actively engage with guests, anticipate their needs, and contribute to memorable, high-quality experiences that align with OVG's commitment to excellence. Physical attributes of the role include frequent bending, lifting 15-20 pounds, standing for extended periods, moderate exposure to loud noises, and walking extensively through the building. Candidates should be prepared to adhere to a flexible schedule that includes nights, weekends, and holidays.

The role offers a competitive hourly wage of $20 and the position remains open until October 16, 2026. Part-time employees enjoy benefits such as participation in a 401(k) Savings Plan and matching contributions, underscoring Oak View Group’s commitment to attracting and retaining top talent by providing valuable financial security benefits. Overall, this position offers a rewarding career opportunity in a thriving, customer-centric environment centered on live entertainment and premium guest services.

Job Requirements

At least a high school diploma or equivalent
Minimum two years of experience in hospitality sports entertainment or a related field
Ability to work a flexible schedule including nights weekends and holidays
Strong verbal and written communication skills
Ability to handle conflict professionally and with urgency
Physical ability to stand for long periods bend frequently and lift 15-20 pounds
Commitment to follow all company safety and security policies
Availability for 70% of events
Ability to work in fast-paced environments and follow instructions carefully

Job Qualifications

At least two 2 years prior experience within a hospitality sports entertainment or related field
Experience in a high-profile customer service-based industry is preferred
70% event availability commitment
Must be able to work a flexible schedule inclusive of weekends nights and holidays
Demonstrated ability to follow instructions and work in a fast-paced environment
Must have strong verbal and written communication skills
Comfortable with and self-empowered in managing conflict and responding to guest problems with a sense of urgency and professionalism
Proactive self-starter and able to work collaboratively
Adhere to all OVG policies
Extensive time spent with moderate to loud noises
Fluctuating temperatures to include hot and cold conditions external and internal facility exposure
Exposure to flashing lights
Frequent bending standing for long periods of time extensive walking through the building
Arrive at work in appropriate furnished uniform refrain from cellphone use in public spaces while on post and remaining on post until dismissed or relieved

Job Duties

Provide consistent world-class customer service throughout all arena spaces proactively welcoming guests answering questions and thanking guests for attending
Conduct pre-event walk throughs of spaces to ensure safety and guest experience expectations are met
Identify opportunities to create memorable experiences and lasting relationships with all guests
Have knowledge of arena layout emergency exit policies and regulations while understanding retaining and communicating safety and security measures
Display professional demeanor including positive body language and effective communication
Respond to and or escalate guest complaints concerns and compliments
Manage lines and provide directional instructions as needed to other arena amenities
Perform thorough ticket checks scans and access for valid entry into premium spaces
Maintain clear portals aisles and access paths for guests staff and emergency services
Assist guests with reasonable requests for accommodations including but not limited to wheelchair escort services
Collaborate with Premium Services department to ensure all expectations are met within designated spaces for guest client and partner satisfaction
Reports any suspicious activity to supervisors and or management
Complete and submit related paperwork as necessary
Other duties as assigned
Frequent bending lifting 15-20 pounds exposure to multiple external elements extensive walking through the building exposure to loud noises and standing for long periods of time