Oak View Group

Oak View Group

Guest Services Premium Club Supervisor | CFG Bank Arena

Oak View Group - Part Time
Baltimore · MD
Ticket Sales and Services: Client Retention/Customer Service
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Under direct supervision of the Guest Services Director and Manager, our Guest Services Premium Club Supervisor is responsible for setting up and maintaining the look and feel of our 3 Premium Club locations. The candidate must also provide 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.


This role will pay an hourly wage of $26


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


Job expires 7/29/2024


Essential Duties & Responsibilities:

  • Provide consistent, world-class hospitality throughout all premium spaces and clubs with an attention to detail regarding cleanliness, staff uniforms, etc.
  • Arrive on site approximately 2 hours before doors to stage the clubs as needed.
  • Ability to work the majority of events.
  • Function as a supervisor within the Guest Services Department on days when the Clubs are not in use.
  • Assure club wristbands are distributed as required to all designated entrances to clubs.
  • Conduct pre-event walk throughs of premium spaces / clubs to ensure expectations are met for premium members and other guests.
  • 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’ complaints and concerns in accordance with the arena’s policies and procedures.
  • Manage lines and provide directions to premium locations and other arena amenities.
  • Collaborate with Premium Services department and Marketing Department to ensure all expectations are met within designated spaces for guest satisfaction.
  • Reports on any needed repair or replacement of any equipment located in the clubs.
  • Facilitate use of a “Club Checklist.”
  • Complete and submit to the Guest Services Director a Post Event Analysis of the event related to the Clubs.
  • Stock as needed complimentary restroom items such as mints and personal care items in both Men’s and Women’s restroom.
  • Assure that clubs are prepared for guests by making sure lights are dimmed, music is on and signage is lit.
  • Confirm that all televisions are on and properly functioning.
  • Check that Candy Cart has been stocked by Food and Beverage personnel in the Fearless Club
  • 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.


Required Experience & 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.
  • 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.


Working Conditions:

  • Must be able to work a flexible schedule inclusive of weekends, nights and holidays required.
  • Will be required to remain 30 minutes after the end of the event.
  • Extensive time spent with moderate to loud noises.
  • Frequent bending, standing for long periods of time, extensive walking through the building.
  • Working conditions can be very cold and very warm, must be able to tolerate working in hot and cold environments