Guest Services Manager

24 hours ago

Rockford, Illinois, United States ASM Global Full time

Job Summary

ASM Global is seeking an experienced and detail-oriented Guest Services Manager to oversee the security and event staff at the BMO Center and Coronado Theatre. The ideal candidate will have a strong background in security, leadership, and customer service, with excellent communication and organizational skills.

Key Responsibilities

  • Plan, direct, and supervise the work and personnel assigned to the security and event staff.
  • Maintain the master schedules for all personnel assigned to the security and event staff.
  • Work with Metro Police Chief to oversee Metro Police Department operations.
  • Schedule and work together with Rockford Police Department, EMS, and other third-party service providers during events.
  • Maintain up-to-date parking information for all part-time staff and act as the liaison between ASM Rockford and ABM.
  • Coordinate interviews and hiring of adequate personnel assigned to the security and event functions.
  • Coordinate resources and personnel in security and event staff to ensure safety and security goals are met.
  • Develop and ensure adherence to procedures and policies that provide a productive, efficient, and safe work environment for employees and customers.
  • Prepare oral and written reports as required.
  • Update the Emergency Operations Plan on an annual basis.
  • Document and follow up on all security and first aid incidents that come to the attention of the organization.
  • Ensure prompt follow-up within 24 hours of all first aid reports that result in serious injury and/or transport to a medical facility.
  • Investigate thoroughly all incidents as assigned by the General Manager.
  • Provide proactive customer service to all guests to promote a fan-friendly environment.
  • Provide responsive service to all customer requests, concerns, or complaints.
  • Maintain liaison with other operational work groups within the organization, including but not limited to parking, ushers, concessions, souvenirs, and personnel to ensure a safe working environment for employees and guests.
  • Maintain liaison with outside agencies including but not limited to police, fire, and emergency services to promote positive relationships that further the overall goals of the organization.
  • Provide introduction and orientation annually to all seasonal employees.
  • Provide periodic safety training sessions.
  • Lead the venue safety committee.
  • Conduct shift briefings to provide necessary information.
  • Maintain an up-to-date key log and inventory of all keys distributed throughout ASM Rockford venues.
  • Reviews department checklists and accounts for all equipment.
  • Secures property, either personally or through reporting staff.
  • Ensure that security staff lock and unlock facility doors.
  • Conducts routine property walks.
  • Works directly with the Event Management team to organize event staff.
  • Follows company protocol and ensures the safety of all individuals on the premises.
  • When applicable, participate in post-event meetings to provide detailed feedback.
  • Maintain the proper image and generate positive public relations with artists, clients, exhibitors, patrons, and staff.
  • Takes direction and communicates with all facility users in an emergency.
  • Perform other duties as required or assigned by the General Manager, Assistant General Manager, and Director of Event Management.

Supervisory Responsibilities

Directly supervises the Event Services and Security department staff. Carries out supervisory responsibilities following ASM's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding; disciplining employees in conjunction with Human Resources; addressing complaints and resolving problems.

Requirements

  • 3+ years of security experience required.
  • 1+ year(s) of security experience at the supervisor or manager level required.
  • Experience working live events preferred.
  • Military or law enforcement experience is desirable.
  • Valid Class "C" driver's license required.
  • High School diploma or G.E.D. required; B.A. in Criminal Justice or related field is preferred.
  • Bi-lingual (English/Spanish) is strongly preferred.

Skills

  • Handle conflict, make common sense decisions, and exercise proper action during high tension and stressful situations.
  • Ability to work with minimal supervision.
  • Excellent leadership, communication, preparedness & organization skills.
  • Ability to effectively supervise staff.
  • Good written, verbal, and interpersonal skills.
  • Ability to work irregular hours including night shifts, weekends, and holidays.

Computer Skills

To perform this job successfully, the individual should have intermediate knowledge of Microsoft Office programs (Outlook, Word, Excel, and PowerPoint).

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