Manager, Guest Experience | Full-Time | PPG Paints Arena

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 Manager, Guest Services is responsible for overseeing all guest-facing operations at PPG Paints Arena. This role ensures that every guest receives a safe, welcoming, and memorable experience from arrival to departure. The manager leads a team of front of house staff, and guest service representatives, and collaborates closely with security, operations, and event production teams.This role pays an annual salary of $52,000-$62,000 and is bonus eligible

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 December 31, 2025.

About the Venue

As a leading entertainment venue, PPG Paints Arena is the regional epicenter for athletic events, concerts, and family shows in Western Pennsylvania, and home to the NHL’s Pittsburgh Penguins.

Responsibilities

Essential Duties and Responsibilities include the following: Other duties may be assigned.

Guest Experience:

• Lead and manage guest services teams to deliver exceptional customer service
• Resolve guest inquiries, complaints, and special requests with professionalism and urgency
• Ensure ADA compliance and accessibility accommodations are properly implemented
• Monitor guest satisfaction and implement continuous improvement strategies
• Oversee lost and found operations and guest feedback systems

Front of House Operations:

• Supervise entry gates, ticket scanning, and crowd flow during ingress and egress
• Maintain cleanliness, safety, and visual standards of lobbies, concourses, and seating areas
• Coordinate with custodial, security, and event operations for seamless execution
• Manage signage, wayfinding, and public information displays
• Enforce emergency procedures and support incident response protocols
• Manage uniform inventory, distribution, and appearance standards for all front-of-house staff

Team Leadership

• Recruit, train, and supervise front-of-house staff including supervisors, ushers, greeters, ticket takers, and guest service reps
• Develop staffing plans and schedules for events of varying scale
• Conduct pre-event briefings and post-event evaluations
• Foster a culture of hospitality, accountability, and teamwork
• Design and manage staff incentive programs to boost performance, morale, and guest satisfaction

Administrative & Compliance

• Document and report guest incidents and accidents occurring in public areas
• Coordinate with risk management and legal teams to file and track insurance claims related to guest incidents
• Ensure timely and accurate submission of incident reports and supporting documentation
• Maintain confidentiality and compliance with internal policies and external regulations

Qualifications

Qualifications

• Bachelor’s degree in Hospitality, Event Management, or related field (preferred)
• 3-5+ years of experience in guest services or front-of-house management in a large venue
• Strong leadership and interpersonal skills
• Excellent oral and written communication skills, with the ability to interact effectively with guests, staff and stakeholders
• Familiarity with ticketing systems and crowd management tools
• Ability to work evenings, weekends, and holidays based on event schedule

Desired Traits

• Passion for live events and guest satisfaction
• Calm under pressure and quick-thinking in dynamic environments
• Detail-oriented with strong organizational skills
• Collaborative and proactive leadership style

Work Environment

• Fast-paced, high-volume arena setting
• Requires standing and walking for extended periods
• Exposure to loud environments, large crowds, and variable weather conditions

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical requirements include the ability to operate a keyboard and move around the facility.  
• Must be able to hear and speak to use two-way radio and telephone.
• This position is not substantially exposed to adverse conditions. 
• May be exposed to high levels of noise. 

Computer

To perform this job successfully, an individual should have knowledge of Microsoft Office Software, as well as working knowledge of payroll and timekeeping systems.

Certifications, Licenses, Registrations

• No certifications are required

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.