Fan Experience Staff

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
We are looking for
Fan Experience Staff
team members to join our dynamic, event-day staff. As part of the front-line team, you will play a vital role in welcoming guests, ensuring their safety, providing helpful information, and creating a positive and inclusive atmosphere throughout the building. In this role, you will wear many different hats and have the potential to work in several different areas of the arena. The Fan Experience Team is responsible for assisting with event operations, including fan services, ushering, crowd control, ticket scanning, wayfinding, access management, and general support throughout the venue during concerts, sporting events, and other live performances.

This is an excellent opportunity for individuals who enjoy fast-paced environments, working with people, work well under pressure and being part of live events.

This role pays an hourly rate of $17.60 CAD

Benefits for Part-Time roles: Pension matching
EVERGREEN ROLE: Applications are accepted on an ongoing basis; there is no application deadline
About The Venue
OVG is excited to launch the newly reimagined
TD Coliseum
, a modern venue rooted in the proud history of Hamilton. Hosting world-class concerts, sports, and special events, TD Coliseum will play a key role in the region's cultural and economic landscape. As we enter an exciting new era of growth and reinvention, we are seeking passionate professionals who thrive in fast-paced, high-impact environments.

Responsibilities

• Greeting Fans: Welcoming fans as they arrive at the venue, providing friendly and courteous assistance
• Use of Technology: Comfortable using a ticket scanner, assisting fans with ticket troubleshooting
• Wayfinding: Verify tickets and direct fans to their seats or designated areas, ensuring smooth entry and efficient seating

• Assisting Fans:

• Provide relevant event information regarding venue facilities and amenities and assist fans with special needs or requests; monitor fan conduct and alcohol consumption

• Provide directional assistance, event information, and venue guidance to guests throughout the arena.

• Crowd Management: Monitor and direct crowd flow and seating arrangements to prevent congestion and ensure a safe and orderly environment

• Emergency Response: Be knowledgeable about arena emergency evacuation plan and be prepared to respond quickly and calmly in case of emergencies, such as evacuations or medical incidents, and assist fans as needed
• Enforcement of Rules: Enforce venue policies and regulations, such as no-smoking or prohibited items, to maintain a comfortable and secure atmosphere
• Coordinating with Staff: Collaborate with fellow event staff, including security personnel, box office staff, and concession workers, to ensure smooth operations
• Customer Service: Always provide excellent customer service, address fan inquiries, concerns, and complaints professionally and efficiently
• Adherence to Policies: Adhere to venue policies, procedures, protocol and safety regulations

Qualifications

• Must be 18 years of age or older
• Must have or be willing to obtain a Smart Serve certification
• Previous experience in customer service is beneficial
• Must have a positive attitude, sound judgment, decision making skills and ability and capacity to learn and apply information in a fast-paced environment
• Able to maintain a calm demeanor in potentially stressful situations and crowded, loud environments
• Demonstrated ability to work independently and responsibly in a team environment
• May occasionally be asked to work outdoors
• Able to stand for long periods of time, walk up and down stairs, be comfortable working in low light, with large crowds, and at heights
• Excellent communication skills
• Must be available to work evenings, weekends, and holiday shifts as required
• Staff communications, schedules, and payroll systems are managed using software systems, email or cell phone text. Staff must have an operational email address and cell phone, with regular access to a computer
• Must be available to work 70% of scheduled events each month

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.