Assistant Guest Experience Manager | Full-Time | Ryan Field at Northwestern University

Responsibilities: Assist with the overall management of the Guest Experience operations before, during, and after events. Assist with managing and providing guidance to Guest Services staff, ushers, guest experience representatives, and other assigned personnel. Assist with staff scheduling, assignments, training, onboarding, and performance feedback. Serve as a visible leadership presence throughout the venue during events. Monitor guest flow, entrances, concourses, seating areas, and other public spaces to ensure a positive guest experience. Address guest questions, concerns, and escalated issues professionally and promptly. Support implementation of venue guest service standards, policies, and procedures. Coordinate with Event Management, Security, Ticket Operations, Facilities, Housekeeping, and other departments to resolve operational and guest-related issues. Assist with event briefings, staff meetings, and post-event reviews. Monitor staffing levels and assist with reallocating personnel based on event needs. Support accessibility initiatives and ensure appropriate accommodations are provided to guests. Assist with incident reporting and follow established emergency and safety procedures. Track guest feedback and identify opportunities to improve the overall guest experience. Assist with training staff on customer service, venue policies, emergency procedures, and event-specific requirements. Perform other duties as assigned.

Qualifications: High school diploma or equivalent is required; a college degree is preferred. 24 years of experience in guest services, hospitality, events, sports, entertainment, or a related field. Previous supervisory or leadership experience is preferred. Experience working in a high-volume venue or event environment is preferred. Strong customer service and conflict-resolution skills. Ability to work evenings, weekends, holidays, and event-based schedules.

Knowledge, Skills & Abilities: Excellent communication, interpersonal, and organizational skills. Strong leadership and problem-solving abilities. Ability to remain calm and professional in high-pressure situations. Strong understanding of guest service principles and hospitality standards. Ability to effectively manage multiple priorities in a fast-paced environment. Proficiency with Microsoft Office and standard business systems.

Physical Requirements: Ability to stand and walk for extended periods during events. Ability to move throughout the venue, including stairs and varying floor surfaces. Ability to lift and carry heavy supplies or equipment. Strengthened by our Differences. United to Make a DifferenceAt 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 EmployerOak 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.