Guest Experience Supervisor - Palm Desert, California, United States

Oak View Group · Oak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry. Offering an unmatched, 360-degree solution set for a collection of world-class owned venues and a client roster that includes the m ...

Job description

Oak View Group

Oak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry. Offering an unmatched, 360-degree solution set for a collection of world-class owned venues and a client roster that includes the most influential, highest attended arenas, convention centers, music festivals, performing arts centers, and cultural institutions on the planet.

Position Summary

Our Guest Experience team is essential in creating a safe and memorable experience for all guests at Acrisure Arena. This role requires a positive attitude, as well as a team-driven and proactive mindset. Each member of this team is responsible for providing an exceptional level of service to our guests at all arena events, including Coachella Valley Firebirds hockey games, major music/entertainment events and miscellaneous special events. This position is ideal for candidates who want to immerse themselves in an exciting live entertainment/sports environment.

The Arena is seeking part-time Guest Experience Supervisors who will report to the Guest Experience Manager. The team of Supervisors will directly oversee the part-time Ushers during events and assist in upholding Guest Experience standards, resolve various guest situations, and ensure a safe and efficient operation at Acrisure Arena. This position is responsible for working closely with Event and Operations partners to ensure successful events, including Hockey games, family shows, and concerts. This position will oversee the staff at the Guest Services/Concierge desk, Ticket Takers, Entry and Access points, and all other Ushers throughout the arena. Supervisor must be confident in handling escalated complaints as well as making decisions with minimal Manager interference.

This job will pay an hourly rate of $22.00. 

Benefits for Part-Time roles: 401(k) Savings Plan and 401(k) matching.

This position will remain open until March 6, 2026.

About the Venue

America's hottest music festival destination finally has the world-class arena it deserves. Now open, the brand new Acrisure Arena provides the greater Palm Springs area of Southern California with a premiere 11,000+ capacity venue hosting the biggest artists and acts on the planet. We are #TheCoolestSpot in the desert, designed specifically for hockey and made for concerts, Acrisure Arena provides top-tier hospitality, artist amenities, and all of the benefits of a modern music and sports venue to the Coachella Valley.

Responsibilities

• Supervise, motivate, lead, and work alongside guest experience team members while demonstrating empathy and respect.
• Oversee part time staff ensuring the team is consistently demonstrating excellent guest service and creating positive, memorable guest interactions. 
• Respond to and/or escalate guest complaints, concerns, and compliments.
• Effectively communicate work assignments to others.
• Promote a safe and efficient work environment.
• Be available for 65% of events and operations support, as needed throughout the year.
• Embrace a culture of diversity and inclusion where guests and team members feel welcomed, valued, and heard.
• Lead with an emphasis on safety for employees, teams, and guests.
• Work extended and/or irregular hours including nights, weekends and holidays, as needed.
• Perform strenuous physical duties at times, including lifting, carrying, moving, walking extensively throughout the building, working from various heights, and around moderate-to-loud noises.
• Other duties assigned including but not limited to assisting other departments as needed. 

Qualifications

• High School diploma + 2-3 years of guest service experience, preferred
• Experience supervising staff to work together and accomplish goals
• Ability to give clear instructions and communicate effectively with others in both verbal and written form.
• Must be self-motivated and work under little supervision.
• Be confident in decision making.
• Excellent guest service, teamwork, safety record, and work ethic.
• Ability to maintain a positive attitude and remain calm during various situations including medical emergencies, suspicious activity, and irate guests.
• Bi-Lingual a plus, nut not a requirement.

Working Conditions:

• Must be able to work long hours and a flexible schedule inclusive of weekends, nights and holidays required
• Must be able to work different types of events such as hockey and concerts without limitations.
• Frequent bending, lifting 15-20 pounds, sitting, exposure to multiple external elements, extensive walking through the building

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.