Supervisor, Guest Experience | Part-Time | PPG Paints Arena

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

The Guest Services Supervisor oversees and supervises Guest Service Representatives during events at PPG Paints Arena. In addition, the Supervisor conducts pre-event meetings to ensure all pertinent event information is shared and all guest service locations are properly staffed; opens/closes the main guest service room; collects all guest lost & found items; and serves as the event point of contact for the facility’s Service Recovery program to ensure guest, fan, and partner complaints are addressed in a courteous and timely fashion. This is a part-time, event-based position.

 

This role pays an hourly rate of $21.44

 

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

 

This position will remain open until April 3, 2026.

About the Venue

As a leading entertainment venue, PPG Paints Arena is the regional epicenter for athletic events, concerts, and family shows in Western Pennsylvania, and home to the NHL’s Pittsburgh Penguins.

Responsibilities

• Supervise guest service staff to ensure appropriate coverage at all guest service locations throughout the facility and that proper Guest Services policies and procedures are carried out.
• Conduct pre-event meetings with guest service staff to ensure all pertinent information is shared pertaining to that day’s event.
• Open and close main room and collect and tag all lost & found items.
• Serve as a point of contact for our Service Recovery program to ensure guest, fan, and partner’s complaints are addressed in a courteous, respectful, and timely fashion.
• Assist in the implementation and administration of the employee recognition program.
• Communicate with guests, management, and command center to provide solutions to guest-related issues.
• Collect/Complete incident reports and provide summary at end of night to leadership.
• Assist guests with resolution of seat issues for non-hockey events.
• Ensure Guest Services Room is fully operational.

Qualifications

Qualifications

• A minimum education level of: High School Diploma or its equivalency 
• A minimum of 3 years of related work experience
• Knowledge of supervisory principles and practices; ability to coordinate staff
• Excellent written and oral communication skills
• Ability to prioritize and to handle multiple projects simultaneously
• Proficiency in MS Office programs
• Excellent customer service and problem solving skills
• Ability to work independently with minimal supervision
• Ability to work flexible schedule as needed, including weekends, evenings, and holidays

Desired Traits

• Passion for live events and guest satisfaction
• Calm under pressure and quick-thinking in dynamic environments
• Detail-oriented with strong organizational skills
• Collaborative and proactive leadership style

Work Environment

• Fast-paced, high-volume arena setting
• Requires standing and walking for extended periods
• Exposure to loud environments, large crowds, and variable weather conditions

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
• Physical requirements include the ability to operate a keyboard and move around the facility.  
• Must be able to hear and speak to use two-way radio and telephone.
• This position is not substantially exposed to adverse conditions. 
• May be exposed to high levels of noise.   

Computer

To perform this job successfully, an individual should have knowledge of Microsoft Office Software, as well as working knowledge of payroll and timekeeping systems.

 

Certifications, Licenses, Registrations

• No certifications are required

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