POSITION: Guest Services Manager 

DEPARTMENT: Operations  

REPORTS TO: Assistant General Manager 

FLSA STATUS: Salaried, Exempt 

Summary 

As the world’s leading venue management company and producer of live event experiences, ASM Global is the preeminent management and content partner with over 350 venues worldwide. Operating and investing in the world’s most important stadiums, arenas, convention centers, and theaters requires unmatched dedication and the most profound expertise. Our focus is YOU! Through investments in growth, resources, and technology we strive to enhance the experience of our internal Team Members and to continue creating amazing live experiences for the guests that we serve.   

The Guest Services and Security Manager oversees and supervises all front of house, guest services, and security efforts as they relate to the facility and surrounding grounds.  Also coordinates and supervises specific event-related guest services and security on an as needed basis. Additional duties may be responsible for the development and implementation of operational policies and security-related procedures. 

Essential Duties and Responsibilities 

• Plan, organize and direct various personnel and activities necessary to establish a safe and efficient environment. 

• Establish and maintain effective working relationships with crowd management contractor, police, fire, EMS and other security personnel and/or safety organizations. 

• Supervises and assigns security shift staff. 

• Prepare payroll, maintain records and compile reports for management on a periodic basis.  

• Handle complaints, disturbances or related problems with the public, staff or promoters. 

• Investigate, report, and provide follow-up on incidents including damage or injury to the facility or individuals. 

• Conducts shift briefings with staff providing necessary information. 

• Gain control over unusual circumstances caused by fire, storms, riots and other emergencies. 

• All other duties and responsibilities as assigned. 

• Train event staff, and other personnel in protective procedures, fire safety and other emergency procedures. 

• Schedule event staff for day-to-day operations and special events. Continue to adjust and update work schedules to reflect cost efficiency and building activity. 

• Conducts routine property walks. 

• Responds to emergency situations. 

• Develop and coordinate training programs for regular and part-time employees to increase awareness of safety issues, policies and procedures. 

• Works with local Fire and Police Departments to secure off-duty details. 

• Works independently, and judges and assesses situations for immediate response. 

Supervisory Responsibilities            

Directly supervises employees in the Finance Department. Carries out supervisory responsibilities in accordance with ASM Global’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems. 

Qualifications  

• Demonstrate knowledge of principles and techniques of planning, implementing and supervising event staff.  Possess knowledge of security issues related to a major sports and entertainment venue. 

• Handle conflicts, make decisions and exercise proper action during high tension and stressful situations 

• Organize and prioritize work to meet deadlines.  Work effectively under pressure and/or stringent schedule and produce accurate results. 

• Remain flexible and adjust to situations as they occur. 

• Follow oral and written instructions and communicate effectively with others in both oral and written form. 

• Maintain an effective working relationship with clients, employees, exhibitors, patrons and others encountered in the course of employment. 

• Must be effective in both written and verbal communication.  

• Must be able to multi-task. 

• Work extended and/or irregular hours including nights, weekends & holidays. 

Education and/or Experience           

• Associate’s degree from an accredited college or university and two (2) years related experience and/or training; or an equivalent combination of education and experience. 

• Minimum 2 years security guard experience, preferably in similar environment 

• Supervisory experience required, in security field preferred 

Physical Demands 

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• While performing the duties of this job, the employee is regularly required to move around the facility; to stand for long hours during events; talk and hear. This position may require work inside or outside of the building, as needed by events. 

NOTE: The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position. The immediate supervisor may elaborate on or add to the above list if the duties come within the employee’s realm of responsibility.    

ASM GLOBAL is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.