Guest Services Supervisor | Part-Time | Greensboro Coliseum Complex

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

As a Guest Services Supervisor, you will oversee the ticket-taking operations at various events, ensuring efficiency, accuracy, and exceptional customer service. Your role involves supervising a team of Guest Services staff, coordinating entry procedures, and resolving issues to ensure a seamless guest experience. This role requires leadership skills, excellent communication abilities, and a proactive approach to problem-solving. A Guest Services Supervisor plays a pivotal role in ensuring the smooth and efficient operation of guest services at events.

This role will pay an hourly rate of $17.00.

For Part-Time roles: Benefits: 401(k) savings plan and 401(k) matching.

This position will remain open until December 31, 2025.

About the Venue

The Greensboro Coliseum Complex is a versatile multi-building facility that serves the community of Greensboro and its surrounding areas. It hosts a wide array of events, such as athletic competitions, cultural arts showcases, concerts, theater performances, educational activities, fairs, exhibits, as well as public and private gatherings, including conventions, convocations, trade shows, and consumer shows. It plays a crucial role as a hub of community activities and significantly contributes to the regional economy. The Complex is made up of nine venues, the largest being the renowned 22,000-seat First Horizon Coliseum, which has a storied history of hosting prestigious ACC and NCAA basketball championships, and a concert history featuring legendary artists like Paul McCartney, Garth Brooks, and Elvis Presley, as well as today’s biggest artists like Drake, Bad Bunny, and Taylor Swift.

The Complex also includes the 167,000-square foot Special Events Center, encompassing three exhibition halls, a 4,500-seat mini-arena, and eight meeting rooms. Additionally, there is the White Oak Amphitheatre, Piedmont Hall, the Novant Health Fieldhouse, Greensboro Aquatic Center, The Terrace, ACC Hall of Champions, and the 300-seat Odeon Theatre. As one of the most actively booked facilities in the country, the Greensboro Complex annually hosts over 1,100 events. Its extraordinary flexibility and reputation have earned it worldwide acclaim among promoters, producers, event planners, and patrons alike.

Responsibilities

• Supervise Guest Services Operations: Lead and manage a team of guest services staff, providing guidance, training, and support to ensure smooth operations.
• Team Management: Schedule shifts, assign duties, and monitor performance to ensure optimal staffing levels and adherence to protocols.
• Event Coordination: Coordinate with event organizers to understand entry requirements, seating arrangements, and any special instructions.
• Staff Training: Train guest services on ticket verification procedures, customer service standards, and venue layouts to ensure they are well-prepared for their roles.
• Quality Assurance: Conduct regular inspections to ensure ticket takers are following procedures accurately and providing excellent customer service.
• Problem Resolution: Handle escalated issues and complaints, resolving conflicts and addressing guest concerns in a professional and timely manner.
• Communication: Maintain open communication channels with event organizers, security personnel, and other staff members to facilitate smooth operations.
• Safety and Security: Ensure compliance with safety protocols and emergency procedures, and promptly address any security concerns or incidents. 
• Training and Development: Identify training needs and opportunities for professional development among ticket takers, providing coaching and feedback as needed. 
• Documentation and Reporting: Maintain accurate records of ticketing activities, attendance figures, and any incidents or issues encountered during events. 
• Continuous Improvement: Identify areas for process improvement and implement strategies to enhance efficiency, customer satisfaction, and overall guest experience. 
• Adherence to Policies: Ensure compliance with company policies, procedures, and regulations governing ticketing operations.
• Perform additional tasks and responsibilities as assigned.

Qualifications

• High School Diploma or G.E.D.
• 1 to 3 years of related experience in customer services.
• At least 1 year of Supervisor experience.
• Ability to follow instructions and work in a fast-paced environment.
• Must have strong verbal and written communication skills.
• Ability to handle stressful situations.
• Previous experience in a customer service-based industry is preferred.
• Previous experience within a sports, entertainment, or related field is preferred.
• Must be able to work a flexible schedule inclusive of weekends, nights and holidays required.
• Extensive time spent with moderate to loud noises.
• Frequent bending, standing for long periods of time and walking of the building.

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.