Job description
GENERAL PURPOSE:
This position is responsible for managing Guest Services & Security functions within Orlando Venues Properties, including overseeing the supervisors and staff and leading them to exceed expectations of service and safety for every guest, promoter, sponsor, vendor and event participant.
RESPONSIBILITIES/DUTIES:
Essential functions of the job are denoted by an asterisk (*). Other duties may also be assigned. Please note that the essential functions may vary depending on department size, organizational structure and/or geographic location. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job. The incumbent:
- Assists Account Manager in management and on-boarding of new staff members
- Oversee the maintenance and distribution of radios, scanners and other equipment
- Work with the Account Manager and Business Services Manager to prepare materials for event day supervisors for all events at Orlando Venues
- Work with Account Manager to represent the management team and supervise event-day operations at all Orlando Venues Events.
- Serve as the account lead on specific days Account Manager is not present
- Manage uniform expectations and oversee wardrobe inventories including distribution, supplies and re-ordering.
- Manage time processing including payroll and billing in coordination with the Business Services Manager
- Develop and maintain Andy Frain employee manuals and event-day information tools.
- Work with the supervisors and staff to dissect all the information following an event (i.e. Customer complaints, facility work orders/repairs, human resource paperwork)
- Work with Ticketmaster, CEIA, Orlando Venues, Etc. regarding equipment needs.
- Game-day issues, repairs and updates
- Evaluate employee data and EPI’s on an monthly basis (Including report cards detailing call offs, late arrivals, counseling notes, etc.)
- Coordination, distribution and training of event day staff
- Establish protocol
- Storage, maintenance and upkeep of equipment
- Coordination and Communication during an event creating meaningful experiences and a safe environment
- Assist in annual budget development
- Understand and enforce all Andy Frain Services policies, and procedures. Embrace and adopt Orlando Venues culture in all employee expectations
- At the direction of the Account Manager, intervenes, when necessary, in resolving personnel problems and guides counseling of supervisors and staff involving the Orlando Venues other special events.
- Works closely with the Account Manager and the Business Services Manager to ensure the efficient, effective and compliant operations of all accounts within the operational area of the Orlando Venues
- Proactively identifies risks to employees and company assets (buildings, equipment, etc.). Plays a central role in ensuring a safe, healthy and secure workplace.
- Must be prepared to act as the Account Manager as needed in their absence.
- Responsible for orientation and guides staff in strengthening competencies and meeting client needs.
- Build staffing requirements in workforce management software (ABI) prior to pre-established deadlines.
- Will be an effective member of and lead project teams.
- Acts as readily available resource to client(s), staff and supervisors in the area of operations.
- Meets regularly with client(s) and Account Manager to proactively address security, service and safety matters.
- Submits equipment and supply written requests to Account Manager, 30 days prior to needed equipment
- Responds in a timely manner to all email and verbal communications.
- Carries out all responsibilities in an honest, ethical and professional manner.
- Works in conjunction with other management to ensure staffing is distributed equally among sites.
- Support other departments or offsite locations as assigned by the Account Manager and Branch Manager
SKILLS REQUIRED TO BE PERFORMED AT HIGHEST LEVEL:
- Problem Solving
- Technical Skills
- Customer Service
- Interpersonal Skills
- Oral Communication
- Teamwork
- Cost Consciousness
- Diversity
- Ethics
- Organizational Support
- Judgment
- Motivation
- Planning/Organizing
- Professionalism
- Quality
- Adaptability
- Attendance/Punctuality
- Dependability
- Initiative
SUPERVISORY DUTIES:
In accordance with applicable Andy Frain Services policies/procedures and Federal/State laws, may perform the following supervisory responsibilities: Interviewing, hiring orienting and training employees; planning, assigning, and directing work; coaching and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
MINIMUM QUALIFICATIONS:
The following are the minimum qualifications which an individual need in order to successfully perform the duties and responsibilities of this position. Please note that the minimum qualifications may vary based upon the department size and/or geographic location.
Knowledge:
- Associates Degree or equivalent experience
- 2 years or more event services experience in a stadium or arena management, sports and entertainment facility or other hospitality-oriented business such as theme parks, hotels or airlines required
- Ability to obtain FEMA Certification in 100b, 200b, 700a, 800b, 901 and IAVM Training Crowd Manager.
- Knowledge of industry best practices
- Knowledge of NBA requirements preferred
Skills/Abilities:
- Ability and willingness to work an event-driven schedule including weekends, evenings and some holiday hours
- Experience in a high-volume, service driven environment
- Ability to speak in front of audiences ranging from less than 10 to 600+ people
- Demonstrated ability to handle sensitive and confidential information and situations
- Strong leadership and personnel management experience with the ability to coach, mentor and
- motivate a diverse workforce
- Demonstrated ability to be creative and seek proactive solutions to problems and situations before
- and/or after they arise with little or no supervision.
- Proficient in the operation various PC applications including Word, Excel and Outlook
- A highly developed attention to detail in producing accurate materials and reports
- Proven professional, tactful and diplomatic communication style
- Must be well organized and able to handle multiple projects at one time
- Knowledge of accounting and finance functions; experience with budget oversight
- Ability to effectively interact with guests, visitors and staff at all levels
- Knowledge of and compliance with Federal and State OSHA regulations, including fire and safety
PHYSICAL DEMANDS:
In general, the following physical demands 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 allow differently-abled individuals to perform the essential functions of the job.
Must be able to see, hear, speak and write clearly in order to communicate with employees and/or other customers. Manual dexterity required for occasional reaching and lifting of small objects, and operating office equipment.
Travels as required to meet operational needs.
WORK ENVIRONMENT:
In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job within the environment.
The office is clean, orderly, properly lighted and ventilated. Noise levels are considered low to moderate.
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