Guest Experience Representative | Part-Time | OVG-LEXOak View Group (OVG) is the global leader in premium live entertainment infrastructure and services, with a platform spanning venue development and end-to-end capabilities across venue management, hospitality, and sponsorship sales. Founded in 2015, the company serves a collection of seven world-class owned venues and a client roster of the most iconic arenas, stadiums, convention centers, music festivals, performing arts centers, and cultural institutions, spanning four continents.
Position Summary:
The Guest Experience Representative is assigned to the Guest Experience Department and reports to the supervisor on duty for each event. Primary responsibilities at all locations will be to welcome guests to the event, review and validate tickets upon entry, direct/escort guests to their seats in an efficient and professional manner, answer questions, and proactively engage with guests. This role will pay an hourly rate of $14.00 Benefits for Part-Time roles: 401(k) Savings Plan and 401(k) matching.
EVERGREEN ROLE:
Applications are accepted on an ongoing basis; there is no application deadline. Lexington is an active and thriving market, craving an active and welcoming venue for events. The heart of any thriving community is its downtown—and the excitement of events! Rupp Arena at the heart of Lexington, Kentucky, is fast becoming THE must-play venue. The 20,000-seat arena, affectionately referred to by some as "the Cathedral of College Basketball", is home to the National Champion University of Kentucky men's basketball program and has played host to some of the most talented and award-winning musicians/artists in the world, including U2, Paul McCartney, Elton John, Justin Timberlake, Kenny Chesney, Taylor Swift, and many others. Central Bank Center, attached to Rupp Arena, is the convention side of the venue. With over 99k sf of exhibition space, 24k sf each of meeting and ballroom space, 50k of hospitality space, 10k sf of flexible space, and over 2500 covered and uncovered parking spaces - CBC has hosted large conferences and events; including LexCon, Scarefest, the Home and Garden and the Boat Shows to name a few. Both venues are additionally joined by the Lexington Opera House in entertaining downtown Lexington. The Opera House showcases Broadway talent through collaborative bookings of Broadway shows, small venue concerts, and local arts. CommonSpirit Health Stage at Gatton Park is a 5,000-capacity outdoor venue located in the center of Lexington. Opening in 2025 From live music and stand-up comedy to unforgettable experiences set against a stunning park backdrop in the center of the city. Founded in 2021, Lexington Sporting Club is an American professional soccer team based in Lexington, KY. The soccer complex off Athens-Boonesboro Road near I-75 opened in August 2024 in time for the organization's first USL Super League season.
Our Purpose:
We are building an organization that serves our fans, community, and partners through world-class entertainment, sports, and events. We believe in being authentically Kentucky. This means staying true to what makes Kentucky, Kentucky, by rolling up our sleeves to get things done, valuing hospitality and gathering together, being a pillar in our community, teamwork over the individual, celebrating our wins, taking risks, and stretching our potential. As part of Oak View Group we embrace a positive disrupption.
Responsibilities:- Processes each guest's ticket in a timely with professionalism
- Assists guests as they enter the facility, directs them to their assigned seat/seating area, and intervenes in resolving patron-seating issues.
- Monitors perimeter of each facility to prevent unauthorized, non-ticketed individuals from gaining access to the event.
- Provides guests with general information concerning the event and related general services i.e., concession stands, restrooms, first aid etc.
- Monitors the aisles to maintain fire code safety regulations involving pedestrian access and movement.
- Guides guests to exits and/or provides other instructions or assistance in the event of an emergency or evacuation.
Acts as the first-line contact in dealing with guest requests and assistance.(Rupp) Responsible for opening and closing curtains in the respective vomitories as related to the event.(Rupp) When serving as an escalator attendant, the responsibility is to monitor the actions of the public in and around the escalator to insure proper operation/utilization and to maintain crowd control at the respective entry and exit points of the escalator.
Distributes programs and other promotional brochures as needed.
Engages each guest in order to provide the best overall experience for our guests.
Performs other general customer service duties as required.
Qualifications:
Must have a general knowledge of public assembly operations.
High School Diploma or equivalent.
Must have strong interpersonal and problem solving skills.
Must demonstrate the ability to work well under stress and exercise good judgment, diplomacy, courtesy and tact under all circumstances.
Must be willing to work flexible hours, nights, weekends and holidays when required.
Must be comfortable with heights and loud noises.
Must be willing to rotate to various positions within a shift.
Physical Requirements:
Requires a full range of body motions including vision and hearing in a normal range.
Job requires frequent standing, climbing, walking, reaching, handling, speaking, hearing and visually checking work assignments in progress and those that have been completed.
May periodically climb to elevated locations and able to navigate the stairs or inclines within each facility location.
Frequently works under stressful working conditions, irregular hours and tight time deadlines.
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.
