Guest Services & Security Manager

Job Summary:
Responsible for managing a team of part-time Guest Services Representatives, contracted event security personnel, and contracted 24-hour building security personnel as well as acting as a liaison with fire, police, and EMS. Responsibilities include but are not limited to personnel management, loss prevention, fire & life safety, security & safety training, guest services oversight, incident investigations, ensuring compliance with sport tenants' league security standards, advancing with show touring security counterparts, lost & found, customer service, and emergency preparedness.

Primary responsibility is to ensure a safe, secure, welcoming, and comfortable experience for our guests and personnel by planning, monitoring, controlling, and managing all functions of the guest services and security department.

Responsibilities:

• Hire, train, schedule, and supervise Guest Services Representatives.
• Schedule services with contracted security provider, contracted EMS provider, police, and fire.
• Ensure security systems and equipment operate as needed during events and non-event periods, including camera systems, access control, radio communications, metal detection devices, and software systems.
• Collaborate with IT team to troubleshoot security system technology.
• Assist with developing and maintaining event security and guest services policies.
• Develop and maintain 24-hour building security operating procedures.
• Collaborate with event management team to establish appropriate staffing levels for security, guest services, police, fire, and EMS.
• Manage guest inquiries, respond to guest complaints and security concerns to prevent future issues.
• Create and distribute event briefing sheets prior to every event.
• Serve as primary guest services & security contact to event management during events or delegate part-time and contract event security personnel to serve as primary contact.
• Oversee incident reporting system for event and non-event periods.
• Create and/or review detailed incident reports.
• Serve as lead for annual all-hands safety and security training.
• Interact with the public and all levels of management and fellow employees.
• Develop and maintain positive working relationships with all departments, tenants, service providers, and promoters.
• Maintain the proper image and generate positive public relations with guests and staff.
• Report and update department expense and event expense estimates.
• Perform 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 essential functions.

Education and/or Experience:

• 2-3 years of experience in security, public safety, law enforcement, military, or venue/event
• security and guest services.
• At least 1-2 years in supervisory or team lead role.
• Experience in an arena, stadium, convention center, performing arts center, or large public assembly facility.
• Associate or bachelor's degree preferred in criminal justice, emergency management,
• hospitality management, business management, sport management, or related field.
• Experience managing part-time or event-based personnel.
• Experience coordinating with local law enforcement and emergency responders.
• Experience writing incident reports and operating procedures.
• Experience operating IP-based video surveillance and access control.

Knowledge,

Skills and Abilities

:

• Ability to work flexible hours based on events, including daytime, evening, weekends, and holidays as needed.
• CPR/AED/First Aid Certification preferred.
• Skilled in using payroll and workforce management system, ABI Master Mind preferred.
• Skilled in using incident management system, 24/7 Software preferred.
• Skilled in conflict resolution and de-escalation, maintaining professionalism and calm communication during stressful interactions.
• Demonstrated ability to lead, motivate, and hold accountable part-time and contracted personnel to achieve performance standards.
• Ability to accurately observe, document, and recall critical information for reporting and follow-up purposes.
• Ability to exercise discretion, maintain confidentiality, and demonstrate professionalism in sensitive matters.
• Follow oral and written instructions and communicate effectively with others in both oral and written form.
• Ability to work with minimal supervision.
• Work independently, exercise judgment and initiative.
• Must possess professional presentation, appearance, and work ethic.
• To perform this job successfully, an individual should have exceptional knowledge of computers as well as basic computer programs such as Microsoft Office applications.

Physical Demands and Working EnvironmentWhile performing the duties of this job, the employee is required to stand, walk, sit, use hands and fingers, handle objects and office tools, reach, balance, stoop, kneel, crouch, talk,…