Guest Services Manager- PNC Music Pavilion

Pnc Financial Services Group; Honolulu (HI); On-site; USD 52,000 - 76,000; Full time

Job summary

Live Nation Entertainment in Honolulu seeks a Manager – Usher to oversee all usher staff at the venue, ensuring exceptional guest service and smooth operations.

You will interview, hire, train, supervise, and schedule staff; resolve guest issues; communicate with teams; monitor performance; and contribute to budget planning and sustainability initiatives while upholding safety and service standards.

Qualifications

• 3–5 years of experience in a comparable role.
• Strong computer skills (Outlook, Excel, Word, PowerPoint).
• Strong organizational skills.
• Excellent verbal, written and interpersonal communication.
• Strategic thinking and creative problem solving.
• Acute sense of judgment, tact and diplomacy.
• Strong teamwork orientation and ability to execute programs.
• Physical capability to walk, climb stairs, lift and carry 50lbs. or more.

Responsibilities

• Interview, hire, train, supervise, counsel, and discipline usher staff to maximize guest satisfaction.
• Organize and conduct staff meetings and communicate important information.
• Schedule and direct staff work assignments.
• Review and evaluate department performance, and implement policies and procedures.
• Investigate and resolve guest complaints; interact positively with guests to maintain loyalty.
• Move throughout the venue to provide information, respond to inquiries, take orders, cancel accounts, or obtain complaint details.
• Ensure complete guest satisfaction by verifying corrective actions.
• Participate in venue sustainability initiatives, such as waste sorting and recycling.
• Assist in closing the venue after shows, collecting recyclables and storing event equipment.
• Perform other tasks assigned by the Operations Manager.
• Collaborate with scheduling payroll administrator to meet staffing needs.
• Budget for each show’s needs while achieving operating per-head goal.
• Manage all operational processes within the annual facility budget with Operations Manager.

Skills

MS Office

Organizational Skills

Strategic Thinking

Problem Solving

Communication Skills

Judgment & Diplomacy

Teamwork Orientation

Experience 3-5 years

Job description

Job Summary

Live Nation Entertainment is seeking a Manager – Usher for its US Concerts division. The role oversees all usher staff at the venue, ensuring outstanding guest service and operational excellence.

Responsibilities

• Interview, hire, train, supervise, counsel, and discipline usher staff to maximize guest satisfaction.
• Organize and conduct staff meetings and communicate important information.
• Schedule and direct staff work assignments.
• Review and evaluate department performance, and recommend and implement new operational policies and procedures when necessary.
• Investigate and resolve all guest complaints; interact positively with guests to maintain loyalty.
• Move throughout the venue to provide information, respond to inquiries, take orders, cancel accounts, or obtain complaint details.
• Ensure complete guest satisfaction by verifying that corrective actions were taken.
• Participate in venue sustainability initiatives, such as waste sorting, recycling collection, and fan education.
• Assist in closing the venue after shows, collecting recyclables and storing event equipment.
• Perform other tasks assigned by the Operations Manager.
• Collaborate with the scheduling payroll administrator to meet staffing needs.
• Budget for each show’s needs while achieving the operating per‑head goal.
• Manage all operational processes within the annual facility budget in conjunction with the Operations Manager.

Qualifications

• 3–5 years of experience in a comparable role.
• Strong computer skills (Outlook, Excel, Word, PowerPoint and related programs).
• Strong organizational skills.
• At least 2 years of experience in Guest Service and communications.
• Strategic thinking and creative problem‑solving skills.
• Excellent verbal, written and interpersonal communication skills.
• Acute sense of judgment, tact and diplomacy.
• Strong teamwork orientation and ability to execute programs.
• Physical capability to walk, climb stairs, lift and carry 50lbs. or more, and occasional sitting.

Equal Employment Opportunity

Live Nation is passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. We provide an inclusive environment and encourage applicants from all backgrounds, regardless of gender, race, sexual orientation, religion, age, disability status, or caring responsibilities. Legal and federal compliance is guaranteed. 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, 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.