Guest Services Manager | Full-Time | Moody Center

Oak View Group; Austin (TX); On-site; USD 60,000 - 81,000; Full time

Benefits offered by this job

Health, Dental and Vision Insurance

401(k) Savings Plan

401(k) matching

Paid Time Off (vacation days, sick, 11

Job summary

Oak View Group at Moody Center in Austin, TX is seeking a Guest Services Manager to lead training for over 200 guest services representatives and oversee guest communication and event supervision. The role focuses on delivering exceptional experiences, creating training programs, resolving guest inquiries, and coordinating staff scheduling for 125 events annually.

Candidates should have 3-5 years of guest services management, a related bachelor's degree, and strong Microsoft Office skills to

Qualifications

• 3-5 years’ experience managing guest/fan service & experience programs in a large-scale event setting.
• Bachelor's Degree in Sport/Event Management, Hospitality, Training & Education, or Business Administration is preferred.
• Guest Services experience with large-scale events in a stadium, concert, or multi-use facility setting of a similar size (15,000 seats) is desirable.
• Ability to manage multiple tasks and prioritize needs efficiently.
• Strong communication and cross-organizational collaboration.

Responsibilities

• Directly supervise more than 250 event staff employees to strategically enhance the guest experience for over 125 events per year.
• Partner with human resources to advertise, hire, onboard, train, and supervise Guest Services Representatives, including supervisors, greeters, ticket takers, ushers, elevator attendants, and guest service desk representatives.
• Deliver Customer Service Training Program for employees within guest relations to include content around identified core values, curriculum, implementation, and evaluation.
• Manage initiatives for event staff to ensure consistency in service and venue knowledge across all levels of the venue.
• Take lead on behalf of guest services to ensure part‑time staff are scheduled, briefed, deployed, and prepared for events.

Skills

Customer service

Training

Staff leadership

Communication

Operational coordination

Education

Bachelor's Degree in Sport/Event Management, Hospitality, Training & Education, or Business Administration

Tools

Microsoft Office

Job description

Oak View Group

Oak View Group (OVG) is the global leader in premium live entertainment infrastructure and services, with a platform spanning venue development and end-to-end capabilities across venue management, hospitality, and sponsorship sales. Founded in 2015, the company serves a collection of seven world‑class owned venues and a client roster of the most iconic arenas, stadiums, convention centers, music festivals, performing arts centers, and cultural institutions, spanning four continents.

Oak View Group

Oak View Group (OVG) is the global leader in premium live entertainment infrastructure and services, with a platform spanning venue development and end-to-end capabilities across venue management, hospitality, and sponsorship sales. Founded in 2015, the company serves a collection of seven world‑class owned venues and a client roster of the most iconic arenas, stadiums, convention centers, music festivals, performing arts centers, and cultural institutions, spanning four continents.

Position Summary

The Guest Services Manager is responsible for providing exceptional experiences to our guests, employees, and stakeholders. This position will lead efforts in training over 200 Guest Services Representatives; creating training programs, including overseeing all guest communication and feedback, including inquiries, concerns, and guest resolution; and event supervision. The goal is to ensure we become and remain the industry standard for excellence and ensure all our guests and staff have exceptional experiences.

This role pays an annual salary of $65,000-$75,000

Benefits for Full-Time roles:

• Health, Dental and Vision Insurance
• 401(k) Savings Plan
• 401(k) matching
• Paid Time Off (vacation days, sick days, and 11 holidays)

This position will remain open until November 6 , 2026.

About The Venue

At Moody Center in Austin, Texas, we have a championship organization that serves our fans, community, and business partners through world‑class sports, entertainment, and experiences. We believe our employees are our greatest assets. We strive to create a culture that empowers and inspires our employees to go above and beyond for our clients, patrons, and community. Moody Center is Austin’s new arena that gave the “Live Music Capital of the World” the world‑class arena it deserves. Moody Center is a premier 15,000+ seat venue that hosts the biggest artists and acts on the planet. Designed specifically for concerts, the new arena is home to the University of Texas Women’s and Men’s basketball games, family shows, and other sporting and community events. Moody Center is the first of its kind in the industry with an unrivaled partnership between Oak View Group, Live Nation/C3 Presents, The University of Texas at Austin, and Minister of Culture, Matthew McConaughey. Moody Center has recently been named the Arena of the Year by Pollstar and by the Academy of Country Music.

Responsibilities

• Directly supervise more than 250 event staff employees to strategically enhance the guest experience for over 125 events per year.
• Partner with human resources to advertise, hire, onboard, train, and supervise Guest Services Representatives, including supervisors, greeters, ticket takers, ushers, elevator attendants, and guest service desk representatives.
• Deliver Customer Service Training Program for employees within guest relations to include content around identified core values, curriculum, implementation, and evaluation.
• Manage initiatives for event staff to ensure consistency in service and venue knowledge across all levels of the venue.
• Take lead on behalf of guest services to ensure part‑time staff are scheduled, briefed, deployed, and prepared for events.
• Provide resolution training to staff to deescalate and solve guest complaints or concerns during games, concerts, and special events.
• Manage the processes, procedures, and systems for guest inquiries, feedback, and complaints, and work closely with all departments and business lines to address guests both proactively and reactively.
• Measure the success of Guest Relations & Experience initiatives and evolve programs and processes as necessary based on the evaluation and feedback from internal departments and vendor partners.
• Manage processes and procedures for staff file maintenance, scheduling, uniforms, preparation of event materials, and other administrative duties associated with oversight of event staff.
• Create post-event reports and recaps of event night service incidents to identify trends and offer guidance and solutions for guest experience and operational improvements.
• Consistently evaluate the operation and use feedback and experiences to determine best courses of action.
• Develop and maintain effective working relationships with clients, partners, and all stakeholders.
• Frequent bending, lifting, sitting, exposure to multiple external elements, and extensive walking through the building.
• Perform other duties assigned.

Qualifications

• 3-5 years’ experience managing guest/fan service & experience programs in a large‑scale event setting, including supervisory and decision‑making responsibilities.
• Bachelor's Degree in Sport/Event Management, Hospitality, Training & Education, or Business Administration is preferred.
• Guest Services experience with large-scale events in a stadium, concert, or multi-use facility setting of a similar size (15,000 seats) is highly desirable.
• Experience servicing various stakeholders and demographics.
• Ability to manage multiple tasks and prioritize needs efficiently.
• Passion for providing the highest quality service that puts guests’ needs first.
• Creative problem solver who can identify solutions and address guest concerns efficiently and professionally while remaining calm and professional under pressure.
• Must be adaptable with the ability to work under pressure to meet deadlines.
• Ability to create and manage a collaborative and diverse workforce.
• Strong verbal and written communication skills, with an expert ability to present and
• Able to communicate new ideas and concepts effectively.
• Experience leading, motivating, and developing employees.
• A high degree of personal integrity and consistently put the interests of the organization first.
• Must be a strong communicator and cross‑organizational collaborator.
• Ability to work non‑traditional hours, including nights, weekends, and holidays.
• Proficient in all Microsoft Office skills, including Word, Excel, PowerPoint, etc.
• Must be able to work a flexible schedule, inclusive of weekends, nights, and holidays as 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.