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Operations Coordinator

2 months ago

Marquand, Missouri, United States Live Nation Full time
About the Role

We are seeking a highly motivated and proactive Operations Assistant to join our venue team in Indianapolis. This position will be a hands-on experience in an exciting, fast-paced, friendly and inspired setting.

Key Responsibilities
  • Administer employee engagement, venue staffing and guest service division-wide goals in partnership with the venue Assistant General Manager and Operations Manager.
  • Plan and coordinate processes and activities associated with employee engagement and guest service.
  • Partner with the venue's front line event staff to create encore moments.
  • Work with Department Managers and Supervisors to ensure service standards are being communicated pre-event and demonstrated during and post the event.
  • Partner with fellow staff members at the end of show to close the venue, including picking up waste and properly storing event equipment.
  • Administer anniversary service awards and other employee recognition and guest service programs.
  • Research best practices and collaborate with the Assistant General Manager and Operations Manager to develop venue opportunities to increase employee engagement and increase guest satisfaction.
  • Participate in recruitment events with a focus on obtaining candidates for necessary positions.
  • Prepare the candidate and maintain ongoing communication for onboarding requirements.
  • Support scheduling and execution of hiring events on a regular basis to build and maintain an appropriate funnel of candidates for openings.
  • Assist in communicating work schedules/shifts with employees.
  • Help facilitate new employee trainings.
  • Manage applicable venue service program budget and process vendor invoices.
  • Work directly with the Ops Manager and Security Supervisor to perform day of show duties.
  • Respond to all elevated staff/guest inquiries and or concerns regarding all shows, artist meet and greet packages, amenities, as well as our VIP program and seat upgrades.
  • Work through and correct guest concerns and complaints regarding security and customer service-related situations.
  • Follow up with Security and Guest Services teams to ensure that service standards are met.
  • Perform opening/running/closing duties according to Live Nation policy.
  • Inform guests of venue amenities and make recommendations.
  • Maintain line of sight/atmosphere control by circulating through work area and reporting any issues encountered.
  • Suggestive selling of all venue products and services when applicable.
  • Keep current on all Standard Operating Procedures and be able to effectively communicate them to team members.
  • Create pre-shift sheet and relay information from management directly to staff.
  • Turn in all lost and found articles to Box Office.
  • Ensure responsible alcohol service per Responsible Alcohol Service training and Live Nation alcohol policies.
  • Ensure proper line of sight maintenance by all staff at all points of guest contact as well as maintaining the security of Back of House areas.
  • Leads all pre-shift meetings prior to start of shift.
  • Communicate to M.O.D. any issues that guests or team members may have.
  • Work with the M.O.D. to resolve any and all guest issues, consults or involves management if the situation escalates.
  • Responsible for completing incident reports and collecting witness statements.
  • Assist MOD with all ejection logs and incident reports.
  • Required to work Special Events that are scheduled throughout the venue.
Requirements
  • Working knowledge of high-volume nightclub operations, responsible alcohol service and guest relations.
  • Skills in guest relations/staff relations, assessing and anticipating special needs of guests.
  • Prioritization of duties and effective communication skills.
  • Ability to handle multiple tasks/issues at one time effectively, with an upbeat attitude.
  • Read guests to anticipate their needs.
  • Turn potentially negative situations into positive ones.
  • Communicate well with team members and managers and foster an atmosphere of unity and camaraderie.
  • High School Diploma required.
  • Must be able to maintain composure and organization in an often hectic and loud environment.
  • Proficient computer skills required, including the ability to use Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
  • Possess a positive outlook, strong communication skills and the ability to engage others.
  • Must possess strong problem-solving skills and demonstrated experience finding creating solutions.
  • 1 year's plus of administrative experience.
  • 2-3 years' plus of work experience in a comparable role.
  • 1-2 years' plus of leadership experience.
  • Has a natural interest in helping others and a heart for service.
  • Position requires constant physical activity, such as walking, climbing stairs, lifting and carrying equipment.
  • Must be able to lift 30 lbs. using proper lifting techniques.
  • Bachelor's degree in Communications, Marketing, Business, Human Resources, Events or something comparable preferred.
  • Public speaking or meeting facilitation skills are a plus.