Guest Services Manager

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** 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##

Job Title:

Guest Services Manager
** Pay Details:
** 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.

The Guest Services Manager is responsible for the day-to-day operations of the Guest Services Department across assigned venues. This role ensures effective operations, consistent service delivery, and first-class customer experience at all events. The Manager hires, trains, supervises, and schedules all full-time and part-time Guest Services staff and is responsible for maintaining high service standards, operational efficiency, and compliance with venue policies and regulations.
** Responsibilities
* ** 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…