Guest Services Manager | Full-Time | Ford Idaho Center

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 & Security Manager oversees all Guest Service & Security activities for all events at the Ford Idaho Center to ensure a high level of guest satisfaction in all pertinent areas of the event experience.

This role will pay a salary of $45,000-$52,000.

Benefits for full-time roles include 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 August 15, 2025.

About the Venue

The Ford Idaho Center is the premier multi-event complex in the Pacific Northwest. Attend a concert, convention, sporting event, trade show, or an equestrian show, and you will be treated to a first-class experience.

Responsibilities

• Manages all guest service & security activities for events at the Ford Idaho Center to ensure high level of guest satisfaction in all pertinent areas of event experience
• Develops, maintains and implements all training activities for part time employees within the guest services & security staff; this includes public speaking, teaching large audiences as required
• Responsible for interviewing, hiring, and training department employees
• Responsible for handling hiring procedures for all facility PT staff
• Plan, assign and direct workload for all guest services, security, and parking staff
• Act as facility contact for all event related complaints, including but not limited to, answering incoming emails, calls, and event concerns
• Participate in formulating, administrating and developing policies and long-range goals/objectives for the department
• Prepare staffing estimates and complete settlement bills for accounting when necessary
• Ensure employee schedules are entered timely into timekeeping system; making any updates to schedules and/or payroll sheets as needed
• Track attendance of staff according to attendance policy. Partner with HR / Director for any disciplinary required
• Responsible for scheduling and ensuring events department is staffed appropriately based on estimates; coordinating with contacts from security, police and EMT departments
• Act as event manager for events as needed; perform all related functions as required
• Be present for majority of events that have part-time staff
• Implement disciplinary procedures with staff as needed
• Provide excellent customer service assistance to internal and external clients
• Follow the specific procedures for compiling information into the various share drive folders
• Assist internal and external clients with event logistics and suggest the most effective ways to use the facility for specific types of functions.
• Exercises discretion and utilizes independent decision making during events that will best represent the Ford Idaho Center
• Advance and communicate all event information to appropriate departments and staff
• Create work schedules for event and security staff, delegate assignments and review performance and results
• Work with director and other event managers to develop staffing plans, dot maps, posting sheets, and any other associated pieces related to staffing
• Design & control department initiatives like employee of the month, staff trainings, and other functions
• Act as facility manager on duty as required
• Communicates in a timely fashion any/all problems and proposed solutions to the GM and/or director of events
• Prepares events reports noting attendance, times, significant problems, etc.
• Interacts with other facility staff in a courteous, cooperative, and professional manner
• Provide excellent customer service to internal and external clients

Qualifications

• Three to five (3-5) years of increasingly responsible event and/or staff management experience in a stadium, arena, convention center or public assembly facility setting highly preferred
• Bachelor's degree or better from an accredited college or university with major course work in facility management, marketing, business administration or related field
• Proficient in use of Microsoft Office programs; experience with AutoCAD preferred; timekeeping and security software
• Knowledge of operational characteristics of events, including crowd management and control techniques; fire and public safety regulations, food service practices, A/V equipment and relevant federal, state, and local regulations
• Ability to communicate clearly and concisely in the English language, both orally and in writing
• Production experience involving concert set up, audio, video, lighting, and rigging preferred
• Self motivated with excellent interpersonal and communications skills and the ability to function and make management decisions in a fast paced high pressure environment
• Ability to work independently and as part of a team
• Must be available to work a flexible schedule, including long nights, early mornings, weekends and holidays as needed

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.