Director of Operations

Job Summary:
 This position is responsible for all oversights for the event operations of the Andy Frain Services Orlando Venues Client, including overseeing management, leads, head ushers, event peer security, guest services staff, and leading them to exceed expectations of service and safety for every guest, promoter, sponsor, vendor, and every participant. Manages and leads day to day relationship with client and assigned management team.

Responsibilities:  Essential functions of the job are highlighted below. Other duties may also be assigned. Please note that essential functions may vary depending on department size, organizational structure, and/or geographic location. Reasonable accommodation may be made to allow differently abled individuals to perform the essential functions of the job.
1. Pre-Event:
⢠Prepare materials for event day managers, leads and supervisors for all events.
 ⢠Oversee the scheduling of all available staff needed for events and work in conjunction with other management to ensure staffing is distributed equally among sites.
 ⢠Manage event order operation, while working with EO clients to ensure security and guest service needs are met and aligned with client request
 2. Event Day:
 ⢠Represent the Management Team and Supervise event-day operations at all events.
⢠Manage the sign-in process of all EO and smaller events; ensuring all staff are signed in and out properly and any augmentations are provided to the Administrative Coordinator to correct.
 ⢠Coordinate, distribution, and training of event/game day staff.
 ⢠At the direction of the Branch Manager, intervenes, when necessary, in resolving personnel problems and guides counseling of Supervisors and Staff involving the Orlando Venues and other Special Events.
3. Post Event:
 ⢠Manage time processing including payroll and billing to ensure accurate reconciliation.
⢠Ensures managers after action reports (AAR) are completed and distributed in a timely manner.
⢠Evaluate game/event data and EPIs (Evaluation Performance Index) on a monthly basis (including report cards detailing call-offs, late arrivals, counseling notes, etc).
 4. Reporting and Communication:
 ⢠Submits equipment and supply written request to Branch Manager, 45 days prior to needed equipment.
 ⢠Coordinate with Business Services Manager in the management and on-boarding of new staff members.
 ⢠Responds in a timely manner to all emails and verbal communications.
⢠Works closely with the Branch Manager and the Business Services Manager to ensure the efficient, effective, and complaint operations of all accounts within the operational area of the Orlando Venues.
 ⢠Meets regularly with clients(s) to proactively address security, emergency, and safety matters, at the discretion of Orlando Venues. 
 5. Policies/ Risk Management:
⢠Understand all Andy Frain Services and client policies, and procedures. Administer as needed.
 ⢠Carries out all responsibilities in an honest, ethical, and professional manner.
 ⢠Proactively identifies risk to employees and company assets (buildings, equipment, etc). Plays a vital role in ensuring a safe, healthy, and secure workplace.
 6. Leadership/ Projects/ Other Roles:
 ⢠Must be prepared to function as the Branch Manager, as needed in their absence.
 ⢠Serve as the Lead for EOâs, smaller events, and days with conflicting events within Orlando Venues.
⢠Will be an effective member of projects and recruiting teams.
⢠Function as readily available resource to client(s) Staff and Supervisors, at the discretion of Orlando Branch Manager.
 ⢠Support other departments or offsite locations as assigned by the Branch Manager.

Qualifications:The following are the minimum qualifications that an individual needs to successfully performthe duties and responsibilities of this position. Please note that the minimum qualifications mayvary based on the department size and/or geographic location.⢠Bachelorâs Degree preferably in sports/ entertainment or business⢠5 years or more of Event Services experience in a stadium or arena management, sports and entertainment facility, or other hospitality-oriented business such as theme parks, hotels or airlines required.⢠Ability to obtain FEMA Certification in 100b, 200b, 700a, 800b, 901 and IAVM Training Crowd Manager.Location Specifics: This role requires oversight of Kia Center, Camping World Stadium, and other assigned locations for Andy Frain Services (Peer Security and Guest Services).
 SUPERVISORY DUTIES:   In accordance with applicable Andy Frain Services policies/ procedures and Federal/ State laws, may perform the following supervisory responsibilities: Interviewing, hiring, orienting, and training employees; planning, assigning, and directing work; coaching and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Supervises while working at Orlando Venues: Event Managers, Leads, Supervisors, and front-line staff. 

 Skills/Abilities:
⢠Ability and willingness to work an event-driven schedule including weekends, evenings, and some holiday hours ⢠Experience in a high-volume, service driven environment
⢠Ability to speak in front of audiences ranging from less than 10 to 600+ people
⢠Demonstrated ability to handle sensitive and confidential information and situations
⢠Strong leadership and personnel management experience with the ability to coach, mentor and motivate a diverse workforce
⢠Demonstrated ability to be creative and seek proactive solutions to problems and situations before and/ or after they arise with little or no supervision
⢠Proficient in the operation various PC applications including Word, Excel, and Outlook
⢠A highly developed attention to detail in producing accurate materials and reports
⢠Proven professional, tactful, and diplomatic communication style
⢠Must be well organized and able to manage multiple projects at one time
⢠Knowledge of accounting and finance functions; experience with budget oversight
⢠Ability to effectively interact with guest, visitors, and staff at all levels
⢠Knowledge of and compliance with Federal and State OSHA regulations, including fire and safety

PHYSICAL DEMANDS: In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to allow differently abled individuals to perform the essential functions of the job. Must be able to see, hear, speak, and write clearly in order to communicate with employees and/ or other customers. Manual dexterity is required for occasional reaching and lifting of small objects, and operating office equipment. Travel throughout the Orlando area as required to meet operational needs.

WORK ENVIRONMENT: In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to allow differently abled individuals to perform the essential functions of the job within the environment. The office is clean, orderly, properly lighted, and ventilated. Noise levels are considered low to moderate. 

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

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