Event Services Director

3 weeks ago

Seattle, Washington, United States Seattle Seahawks First & Goal Inc. Full time
Job Description

The Seattle Seahawks / First & Goal Inc. is seeking a highly skilled and experienced Event Services Director to lead the Event Operations and Guest Services departments at Lumen Field, Lumen Field Event Center, and WAMU Theater. This is a key leadership role that requires a strong understanding of event management, customer service, and team leadership.

Key Responsibilities:
  • Supervise and manage the Event Operations and Guest Services departments, including budgeting, business planning, and staff development.
  • Partner with Business Analytics and Consumer Experience to identify key drivers of fan/guest satisfaction and implement strategies to improve the guest experience.
  • Work closely with clients and potential clients to implement event plans and manage the event process, establishing strong relationships and maintaining a positive customer service environment.
  • Collaborate with the Sales, Finance, and Labor Analytics teams to plan, budget, and coordinate new and repeat events, ensuring smooth operations from booking to settlement.
  • Develop and implement KPIs for financial, guest experience, security experience, and client experience initiatives.
  • Partner with Sales and Business Development to identify new business opportunities and create targeted sales proposals with event outlines and budgets.
  • Hold departments accountable for budgeted targets for all events, working closely with Finance and Labor Analytics.
  • Develop and implement service initiatives and programs to deliver exceptional customer service, working with the Guest Services management team.
  • Maintain and improve Lumen Field's reputation for excellence in venue and guest experience, staying up-to-date with industry best practices and attending conferences and trade shows.
  • Collaborate with operations management and the Seahawks, Sounders, and Reign FC management to create a united front during events and provide exceptional services to guests.
  • Direct the development and preparation of comprehensive management reports and manuals, including the Operations Manual and Event Handbook.
  • Assist the VP of Operations/General Manager in developing and administering the facility's operating and capital budgets, working with department directors to develop departmental operating budgets and revenue projections.
  • Prepare and maintain expenses within annually approved department budgets, researching and recommending equipment, materials, and supplies for maintenance and improvements.
  • Partner with the Managing Director of Consumer Experience to create initiatives and programs to elevate the consumer experience.
  • Develop and maintain relationships with outside organizations, agencies, and companies who frequently service events.
  • Provide timely and effective responses to directives and requests from internal and external organizations, agencies, departments, and individuals, maintaining the integrity of the organization in all forms of communication and personal contacts.
  • Ensure the event management system (Ungerboeck) is performing well and that staff are using it correctly, assisting with the review and revision of the system as needed.
  • Actively monitor the show floor and event/game activities to ensure compliance with applicable standards, regulations, and laws, delivering exceptional service to guests, clients, and staff.
  • Research, advance, suggest, and create appropriate staffing levels/event budgets, balancing client needs, financial parameters, and business objectives with the overall safety and security of events and venues.
  • As needed, serve as the Manager on Duty (MOD) for venue events, making immediate decisions and communicating with the Vice President of Stadium Operations/General Manager, department heads, and other personnel during emergency situations.

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