Summary
The Guest Services & Security Manager is responsible for the management and performance of the Guest Services and Security department of the Hampton Roads Convention Center. This position provides oversight, direction and supervision of all matters related to guest services, safety and security of the general public, employees, guests and visitors of Convention Center.
Essential Duties and Responsibilities
Include the following. Other duties may be assigned.
•    Ensure arena security policies and procedures for all event and non-event days at the Hampton Roads Convention Center
•    Main contact for federal, state and city law enforcement agencies which provide support and staffing for stadium events
•    Coordinate and manage traffic and public transportation resources for the successful execution of events
•    Manage a comprehensive arena customer service program for all Guest Experience staff including training and engagement
•    Establish event staffing levels to assure the highest level of customer service and appropriate level of security during events
•    Develop collateral materials for employees and fans such as Accessibility Guide, Event Staff Handbook, and Fan Guide
•    Research, review and recommend equipment, materials and supplies required for efficient security operations
•    Coordinate outside service needs with food and beverage contractor, ADA advocacy groups, public transportation officials and other event related entities
•    Work with internal service partners to provide quality service to customers.
•    Prepare annual department budget.
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Supervisory Responsibilities           
•    Is directly involved in hiring all Guest Services personnel. Maintains effective communications within the Guest Services Department. Keeps subordinate personnel adequately informed of performance expectations and handles employee concerns in a timely and impartial manner.
•    Creates employee weekly schedules, monitors employee's time and run payroll reports for the Guest Services department.
•    Ensures proper training and development programs for security staff to ensure ongoing improvement and professional growth.
•    Participates in yearly evaluations
•    Other duties as assigned
Qualifications 
•    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience          
•    Bachelor’s degree in a related discipline
•    5 years Security and Guest Services Management experience 
•    1 - 3 years supervisory experience 
Skills and Abilities  
•    Excellent verbal and written communication skills, as well as skills in labor and interpersonal relations.
•    Proficient use in various computer software programs including Word, Excel, Power Point, Outlook.
•    Exceptional communication skills both verbal and written
•    Excellent organizational, planning, and problem-solving skills
•    Supervisory experience preferred
•    Professional presentation, appearance, and work ethic
•    Knowledge of the problems, issues, philosophies, principles, tactics, and procedures related to the management of security and safety services.
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; excessive amount of walking; 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.