Senior Event Operations Manager, Hospitality

About Quint

Quint is the industry-leading provider of official ticket and hospitality packages to many of the world's most prominent sports and entertainment events. Based in Charlotte, North Carolina, with offices in six countries, Quint’s global footprint and proprietary technology platform continue to be the foundation of their exponential growth. Quint's innovative programs enable partnership properties to expand fan experiences and corporate client entertainment opportunities in a way that reflects the quality and prestige of those brands. Quint has a portfolio of 15+ official property partnerships servicing over 90 events including Formula 1, NBA, Kentucky Derby, MotoGP, Chicago Bears, Green Bay Packers, NASCAR Chicago Experiences, Breeders Cup, Belmont Stakes and the NHL.

About the Role

As the Senior Event Operations Manager, your contribution to the organization will be to deliver an exceptional guest experience at established financial margins for all events assigned under your umbrella and to lead overall initiatives to deliver exceptional guest experiences at all events globally.

Your role will be overseeing one of two key functions:

• Hospitality (food and beverage, branding, production, talent appearances, etc.)
• Logistics (ticketing and fulfillment, transportation, hotels, travel, tours, etc.)

Achieving this will require:

• Empowering and developing a team of direct and indirect reports.
• Managing your team within existing systems, technology, processes, and strategies while working collaboratively with department leaders to influence positive change.
• Self-driven curiosity and initiative to learn our department, company, and event intricacies as well as existing systems, technology, and processes.
• High proficiency in time management, deadline management, and attention to detail.
• Thriving in an ever-changing, collaborative, team environment.

Performance will be evaluated on:

• Accuracy and timeliness of work completion for you and your report(s).
• Consistency in collaborating and supporting the global team.
• Team/employee experience feedback.
• Guest experience feedback for assigned functions.
• Financial delivery to budget for assigned functions.

Reports to: Director of Operations

Core Responsibilities

Guest Experience and Event Management

• Responsible for the planning and on-site delivery of your function (hospitality/logistics) through both direct actions and team management for 20+ events annually ranging from 200 to 12,000 guests per event beginning with event launch up to a year in advance of event date.
• Event planning includes (but is not limited to) and varies by your function:
  • Designing and producing cohesive, brand-aligned, and engaging hospitality spaces in collaboration with Marketing/Creative and vendors including branding, décor, live activations, furniture, room diagrams, etc.
  • Creating detailed run of show documentation to ensure a seamless guest experience considering appearances, entertainment, live sporting schedules, guest movement, mealtimes, etc.
  • Coordinating with the internal graphic design team to produce required assets such as credentials, signage, large format graphics, etc.
  • Significant amount of scheduling and timeline management for both guests and staff across hospitality, tours, and experiences, etc.
  • Vendor/supplier selection, negotiation, contracting, and ongoing management for services such as food and beverage, production, appearances, staffing services, gifts, etc.
    • Ensuring goods and services are delivered in accordance with the contract.
  • Obtaining appropriate permits, licenses, and contracts required to deliver the event.
  • Providing information and collaborating with Guest Services and Guest Communications to ensure guests receive proactive and accurate information about their experience.
  • Work collaboratively with internal departments to ensure execution aligns to internal requirements such as Event Programs Management, Marketing/Creative, Sales, Partner Management, and Product Management.
  • Building and documenting plans into a standardized template to ensure successful on-site delivery with a focus on the guest experience including schedules/ROS, travel, staff assignments, staff training plans, guest movements, safety and security, etc.
• On-site delivery includes (but is not limited to) and varies by your function:
  • Manage and support preparation and set-up activities such as overseeing vendors/suppliers, moving equipment, freight, setting up meeting and hospitality spaces, etc.
  • Execute and/or lead documented plans for back-of-house and guest-facing activations such as staff training, package delivery and pick-up, hotel check-in, transportation management, hospitality check-in, experience and tour management, etc.
    • Seamlessly adjust and communicate new plans when aspects to all required parties (on-site staff, guest services, guest communications, guests, etc.) do not go according to the original plan.
  • Oversee vendor and supplier delivery to ensure contracted goods and services are delivered to the expected standards; work collaboratively to adjust as needed for a positive guest experience.
  • Provide positive, engaging, and friendly service to all guests on-site paying close attention to surroundings and behaviors regardless of if we are “open.”
    • Problem solve any guest complaints or issues directly before escalating the guest to the next person.
  • Manage and support tear down activities such as overseeing vendors/suppliers, moving equipment, freight, meeting and hospitality space load out, etc.
• Identifying opportunities in all facets of the guest journey to improve the guest experience, create efficiency, and to otherwise elevate our services, processes, and interactions with guests.
• Lead team engagement with internal processes for product (event) launches, guest communications, and guest services.
• Develop meaningful relationships with other departments, vendors, and partners to support event planning and delivery.
  • Identify and implement opportunities for collaboration, growth, and improvement.

Leadership and Personnel Management

• Lead 2+ direct reports and 4+ indirect reports.
• Ensure accuracy and timely completion of your report(s) deliverables.
• Hands on career development and coaching of both direct and indirect reports.
• Coaching others to coach and develop their reports.
• Focus on the team dynamic and encourage global collaboration.
• Ensure team is engaged and supporting overall event deliverables and not operating in a silo.
  • Collaboration with counterparts to cross utilize on-site staff for a positive employee experience and efficient operations. Effectuate a one team mentality across the operations department.
• Constantly Refining Event Processes. Working closely with the Director of Operations to record and report event successes and learning moments to improve future events for a better guest and employee experience.
• Coaching and supporting individuals towards professional growth in alignment with company goals.

Financial Management

• Accountable for your assigned portion(s) of the budget for your events; equally holding your team accountable for budget management.
• Effectively manage the event budget for your assigned portion(s) by aligning it with sales projections or anticipated sales derived from historical data and run rates.
• Maximize budget utilization through negotiation and internal collaboration.
• Ensure accurate and timely tracking of planned and confirmed expenses.
• Tightly manage your own on-site expenses and inspire fiscal responsibilities in fellow travelers.
• Collaborate with department leaders to understand sales projections and any required budget adjustments.

Requirements

Education and Experience

• 6+ years’ experience in event planning and management.
  • Sporting events, entertainment, and/or live experiences strongly preferred.
• 4+ years’ experience managing and coaching people.
• Direct experience managing budgets of at least 500K USD up to 3M USD.
  • Experience managing highly variable budgets or budgets to sales preferred.
• Experience across multiple industry sectors (agency, venue, league, corporate) preferred.
• Proven track record of effective project management.
• Bachelor’s degree or higher in Hospitality Management, Business, Marketing, or related field.
• Proficient computer skills including but not limited to Excel, CRM software, and project management tools.

• Bi/multilingual preferred.

Interpersonal Skills and Traits

• Ability to multi-task in a fast paced, deadline driven environment.
• Strong time management and prioritization skills.
• Highly adaptable and comfortable making decisions in new or changing situations.
• Detail oriented and results driven.
• Innovative problem solving.
• Collaborative and comfortable building relationships.

Physical

• Prolonged periods sitting at a desk and working on a computer.
• Extensive walking and standing for periods greater than 12 hours while at events.
• Must be able to lift up to 30 pounds/14 kilograms.
• Full time in-person based in the Charlotte, NC office.
• Requires flexibility to work long hours and weekends, as needed, in addition to having the ability to travel up to 40% - targeted travel 18-25%.
  • Willing and eligible to travel internationally.
• Eligible to work in the United States.