Guest Services

2 weeks ago

Nampa, United States teamworkonline Full time

Overview

The Guest Services & Security Manager oversees all Guest Service & Security activities for all events at the Ford Idaho Center to ensure a high level of guest satisfaction in all pertinent areas of the event experience.

 

This role will pay a salary of $45,000 to $52,000.

 

For FT roles: Benefits: Health, Dental and Vision insurance, 401(k) savings plan, 401(k) matching, and paid time off (vacation days, sick days, and 12 holidays).

 

Job expires 9/30/2024

Responsibilities

  • Manages all Guest Service & Security activities for events at the Ford Idaho Center to ensure high level of guest satisfaction in all pertinent areas of event experience
  • Develops, maintains and implements all training activities for part time employees within the Guest Services & Security staff; this includes public speaking, teaching large audiences as required
  • Responsible for interviewing, hiring, and training department employees
  • Responsible for handling hiring procedures for all facility PT staff
  • Plan, assign and direct workload for all Guest Services, Security, and Parking staff
  • Act as facility contact for all event related complaints, including but not limited to, answering incoming emails, calls, and event concerns
  • Participate in formulating, administrating and developing policies and long- range goals/objectives for the department
  • Prepare staffing estimates and complete settlement bills for accounting when necessary
  • Ensure employee schedules are entered timely into timekeeping system; making any updates to schedules and/or payroll sheets as needed
  • Track attendance of staff according to Attendance Policy. Partner with HR / Director for any disciplinary required
  • Responsible for scheduling and ensuring Events department is staffed appropriately based on estimates; coordinating with contacts from Security, Police and EMT departments
  • Act as Event Manager for events as needed; perform all related functions as required
  • Be present for majority of events that have part-time staff
  • Implement disciplinary procedures with staff as needed
  • Provide excellent customer service assistance to internal and external clients
  • Follow the specific procedures for compiling information into the various Share Drive folders
  • Assist internal and external clients with event logistics and suggest the most effective ways to use the facility for specific types of functions.
  • Exercises discretion and utilizes independent decision making during events that will best represent the Ford Idaho Center
  • Advance and communicate all event information to appropriate departments and staff
  • Create work schedules for event and security staff, delegate assignments and review performance and results
  • Work with Director and other Event Managers to develop staffing plans, dot maps, posting sheets, and any other associated pieces related to staffing
  • Design & control department initiatives like Employee of the Month, staff trainings, and other functions
  • Act as facility manager on duty as required
  • Communicates in a timely fashion any/all problems and proposed solutions to the GM and/or Director of Events
  • Prepares events reports noting attendance, times, significant problems, etc.
  • Interacts with other facility staff in a courteous , cooperative, and professional manner
  • Provide excellent customer service to internal and external clients

Qualifications

  • Three to Five (3-5) years of increasingly responsible event and/or staff management experience in a stadium, arena, convention center or public assembly facility setting highly preferred
  • Bachelor’s degree or better from an accredited college or university with major course work in facility management, marketing, business administration or related field
  • Proficient in use of Microsoft Office programs; experience with AutoCAD preferred; timekeeping and security software
  • Knowledge of operational characteristics of events, including crowd management and control techniques; fire and public safety regulations, food service practices, A/V equipment and relevant federal, state, and local regulations
  • Ability to communicate clearly and concisely in the English language, both orally and in writing
  • Production experience involving concert set up, audio, video, lighting, and rigging preferred
  • Self motivated with excellent interpersonal and communications skills and the ability to function and make management decisions in a fast paced high pressure environment
  • Ability to work independently and as part of a team
  • Must be available to work a flexible schedule, including long nights, early mornings, weekends and holidays as needed

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