Guest Services Manager

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A great experience starts with you! Join our team to help create and develop the future of live entertainment and sports in Orange County!

Mission:
To enrich the lives in our community through shared experiences, welcoming spaces, and responsible actions.

Vision:
We will be the social and entertainment center of Orange County – a place where the cultural kaleidoscope of the region converges and connects. Our vibrant, rich collection of experiences will celebrate the diversity of our community.

Values:
Be Safe | Do the Right Thing | Be Generous | Include Everyone | Make it Easy | Be Bold

The annual base salary range for this position in California is $75,000 to $95,000 per year. The starting pay for the successful candidate depends on various job-related factors, including but not limited to the candidate’s geographic location, job-related knowledge, skills, experience, education/training, internal value, peer equity, external market demands, and organizational considerations.

• Ensure the highest service standards are trained, delivered, and encouraged at all times to create an exceptional guest experience
• Identify and implement new ways to improve Guest Services operations and overall guest satisfaction
• Assist guests requiring special accommodations; ensure ADA compliance, support neurodiverse guests, maintain sensory rooms, and oversee the Kulture City program
• Lead, train, mentor, and support both full-time and part-time Guest Services staff
• Hire, train, and supervise the full-time exempt Assistant Event Services Manager
• Oversee interviews, hiring, orientation, uniform fittings, and ongoing training for part-time staff (Ushers, Pass Gate, Ticket Takers, Door Guards, Usher Supervisors, Wardrobe, Event Receptionists, Elevator Operators, Guest Services Desk)
• Create training programs, SOPs, and orientation materials for ABI Mastermind, Workday, and other communication tools
• Maintain compliance with all annual and positional training requirements (e.g., harassment prevention, CPR/first aid, emergency procedures, sensory training)
• Plan and execute internal department events including staff meetings, holiday events, and recognition activities
• Collect monthly availability and schedule staff to meet event needs using ABI Mastermind
• Process payroll, timekeeping corrections, and ensure compliance with rest/meal break requirements for part-time staff
• Create training and orientation events in ABI; manage payroll codes and system access
• Maintain staff positional skills and restrictions due to medical limitations or leaves of absence
• Coordinate staffing and manage Guest Services operations for off-site events at other OCSE properties
• Compile pre-event information including check-in lists, supervisor packets, and seating relocations
• Collaborate cross-departmentally to prepare company-wide event briefing sheets
• Lead pre-event briefings with supervisors and front-of-house staff; monitor staff performance during events
• Serve as on-site Guest Services lead during events, resolving seating issues, relocations, guest concerns, injuries, and escalations
• Manage post-event guest feedback and follow-up
• Track and report event ingress data for Business Analytics
• Support lost‑and‑found operations and maintain secure logging of valuables
• Order, maintain, and track employee uniforms and all Guest Services equipment (radios, pagers, nametags, flashlights, wheelchairs, stop signs, hydration pouches, etc.)
• Maintain and upgrade guest‑facing amenities such as first‑game certificates, giveaways, memorabilia items, and sensory kits
• Maintain Guest Services equipment including printers, iPads, assisted listening devices, etc.
• Create and update Guest Services SOPs and departmental procedures
• Prepare and manage department expenses within the approved annual budget

• Bachelor’s degree or equivalent experience
• Minimum 4 years of guest services experience with increasing responsibility, ideally in sports or entertainment
• Minimum 2 years of supervisory or management experience leading large teams in a fast‑paced environment
• Experience with ABI Mastermind or…