Oak View Group

Oak View Group

Guest Services Representative - Premium|Part-time| CFG Bank Arena - Oak View Group (Baltimore · MD)

Oak View Group Jobs
Jobs in Baltimore · MD
Ticket Sales and Services: Client Retention/Customer Service
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Under direct supervision of the Guest Services Management Team and Supervisors, our Guest Services Representative is responsible for providing an exceptional level of world-class service to all premium guests, clients, and partners at all events. Including, but not limited to, major concerts, family shows, and smaller, private events. This position is ideal for candidates with hospitality experience, superb customer services skills and a flexible schedule. This role requires having a positive attitude and service-oriented disposition, as well as a team-driven and proactive mindset.


Salary: $20hr

For FT roles:   Benefits: Health, Dental and Vision insurance, 401(k) savings plan, 401(k) matching, and paid time off (vacation days, sick days, and 11 holidays).


For PT roles: Benefits: 401(k) savings plan and 401(k) matching.


Essential Duties & Responsibilities:


  • Part-time position - shifts include nights, weekend and holidays
  • Provide consistent, world-class hospitality throughout all premium spaces
  • Conduct pre-event walk throughs of premium spaces to ensure expectations are met for premium members
  • Proactively welcome and assist guests
  • Identify opportunities to create memorable experiences and lasting relationships with members
  • Understand, retain, and communicate safety and security measures
  • Display professional demeanor including positive body language and effective communication
  • Works to resolve guests’ compliments and concerns in accordance with the arena’s policies and procedures
  • Manage lines and provide directions to premium locations and other arena amenities
  • Perform thorough ticket checks, scans, and access for valid entrance 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


  • 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
  • 75% event availability commitment
  • 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
  • Requires ability to work flexible hours, including nights, weekends, and holidays, in addition to normal business hours.