Guest Services Manager

ROSTR, Inc.; New York (NY); On-site; USD 33,000 - 39,000; Full time

Job summary

Live Nation Entertainment in Brooklyn is seeking a Guest Services Manager to oversee ushers, ticket takers, and greeters, ensuring exceptional guest experiences at events.

The role requires strong leadership, staff training, and effective communication, with a focus on scheduling, policy enforcement, and budget-conscious operations. A proactive, collaborative approach is essential.

Qualifications

• 3–5 years in a comparable role.
• Proficient in Outlook, Excel, Word, PowerPoint.

Responsibilities

• Interviews, selects, trains, supervises usher staff to ensure guest satisfaction.
• Organizes meetings, communicates information, and schedules staff.
• Reviews and updates operational policies and procedures as needed.
• Investigates and resolves guest complaints; maintains guest loyalty.
• Interacts with guests to provide information and respond to inquiries.
• Ensures complete guest satisfaction by verifying problem resolution.
• Support sustainability by participating in waste sorting and recycling efforts.
• Collaborates with Events Manager to close the venue after shows and manage equipment.
• Works with payroll to ensure staffing needs are met and budgets are aligned.

Skills

Guest Services

Staff Training

Communication

Team Leadership

Problem Solving

Interpersonal Skills

Judgment

Organizational Skills

Tools

Outlook

Excel

Word

PowerPoint

Job description

WHO ARE WE?

Live Nation Entertainment is the world’s leading live entertainment company, comprised of global market leaders: Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship. Ticketmaster is the global leader in event ticketing with over 620 million tickets sold annually and approximately 10,000 clients worldwide. Live Nation Concerts is the largest provider of live entertainment in the world promoting more than 50,000 events annually for nearly 7,000 artists in 40+ countries. These businesses allow Live Nation Media & Sponsorship to create strategic music marketing programs that connect more than 1,200 sponsors with the 145 million fans that attend Live Nation Entertainment events each year. For additional information, visit www.livenationentertainment.com.

WHO ARE YOU?

Passionate and motivated. Driven, with an entrepreneurial spirit. Resourceful, innovative, forward thinking and committed. At Live Nation Entertainment, our people embrace these qualities, so if this sounds like you then please read on!

THE ROLE

Brooklyn Paramount is seeking a Guest Services Manager. The Guest Services Manager is responsible for the overall management of all ushers, ticket takers, and greeters at the venue.

WHAT THIS ROLE WILL DO

• Interviews, selects, trains, supervises, counsels and disciplines usher staff to ensure maximum guest satisfaction.
• Organizes and conducts meetings and communicates pertinent information to the staff. Schedules and directs staff in their work assignments.
• Regularly reviews and evaluates the department and recommends and implements new operational policies and procedures when necessary.
• Investigates and resolves all guest complaints. Interacts positively with guests to maintain guest loyalty.
• Moves throughout the venue and interacts with guests to provide information and respond to inquiries about products and services, takes or enters orders, cancels accounts, or obtains details of complaint.
• Responsible for actively ensuring complete guest satisfaction by checking to see if appropriate changes were made to resolve guest's problems.
• Show CARE by participating in the venue’s sustainability program which could include implementing programs that conserve resources/prevent waste such as sorting waste and collecting recycling and educating our fans about our efforts.
• Partner with fellow band members at the end of show to close the venue- this may include collecting recyclables from the lawn and/or reserved section, picking up and properly storing event equipment such as lawn chairs, barricade, Etc.
• Other tasks as assigned by the Events Manager.
• Work with scheduling payroll administrator to ensure that all staffing needs are met.
• Budget appropriately for each show's needs while working to reach the overall operating per/head goal.
• Work in conjunction with the Events Manager to manage all operational processes within the annual facility budget.

WHAT THIS PERSON WILL BRING

• Combination of 3-5 years’ experience in a comparable role.
• Strong computer skills in Outlook, Excel, Word, PowerPoint and other related computer programs.
• Strong organizational skills.
• At least 2 years of experience in Guest Service and communications.
• Strong strategic thinking and creative problem-solving skills.
• Excellent verbal, written and interpersonal communication skills.
• Acute sense of judgment, tact and diplomacy.
• A strong sense of teamwork and ability to execute programs.
• Excellent verbal and written communication skills.
• Position requires constant walking, climbing stairs, lifting and carrying 50 lbs.+ and occasional sitting.

EQUAL EMPLOYMENT OPPORTUNITY

We aspire to build teams that reflect and support the fans and artists we serve. Every day we aim to promote environments where everyone can be themselves, contribute fully, and thrive within our company and at our events. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with.

Live Nation strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, intersectionality, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Live Nation will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Live Nation also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Live Nation will also provide reasonable religious accommodations on a case-by-case basis.

PAY RANGE

$24.00 - 28.00

HIRING PRACTICES

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

EXPECTED COMPENSATION

The expected compensation for this position is:

$20.80 USD - $26.00 USD Hourly

** Pay is based on a number of factors including market location, qualifications, skills, and experience.