Events Duty Person; Guest Services Associate

This position is responsible for supporting the guest experience at the SAFE Credit Union Convention and Performing Arts Center, ensuring a safe and secure event environment, resolving guest and event-related issues as they arise, and providing exceptional customer service. This position will primarily interact with guests, the public, vendors, and other staff to promote and create a positive guest experience.

The ideal candidate will have knowledge of and experience with guest services and general venue operations within a convention center, hotel, or other large event building with multiple event spaces. They should be familiar with office procedures and equipment including computer technology, word processing, spreadsheet applications, and specialized software programs. They should also be able to provide professional customer service in all situations related to event operations and interactions with the public.

To oversee and provide leadership during assigned events at the SAFE Credit Union Convention and Performing Arts District complex facilities; to ensure that the service needs of patrons and licensees are met.

Positions are limited to on-call assignments which do not exceed 1040 hours per year.

General supervision is provided by an Events Coordinator and/or the Events Services Manager. Responsibilities may include providing technical and functional supervision or direction to staff during assigned events. The following duties are typical for this classification. Incumbents may not perform all the listed duties and/or may be required to perform related duties as needed:

• Oversee and provide technical and functional direction of staff during assigned events; review and control quality of work; follow event instructions given by the Events Services Manager or Events Coordinator.
• Review event requirement plans with operations and maintenance staff; ensure that all required services are provided.
• Work with clients, caterers, and staff regarding event needs; check that events are going smoothly; assist with changes and concerns before and during assigned events.
• Enforce health, safety, and other facility regulations.
• Prepare necessary reports related to assigned events; leave notes and/or recaps for incoming shifts.
• Respond to facility user emergencies, complaints, and inquiries.
• Assist with event functions such as performing usher, ticket taker, crowd director, door guard, fire watch and/or traffic management as needed.
• Other related duties may also be performed.

• Service and set-up needs and requirements for various types of events.
• Fire and safety regulations and emergency procedures related to public assembly facilities.
• Principles and practices of functional supervision, including work planning, assignment, review, and training staff in work procedures.

• Anticipate the service needs of assigned events.
• Lead, assign, direct, and review the work of assigned staff.
• Train others in effective work procedures and methods.
• Identify event problems and take effective course of action.
• Respond to licensee and public inquiries and complaints in an effective and tactful manner.
• Prepare written reports.
• Follow oral and written instructions.
• Work irregular hours, including evenings and weekends.
• Establish and maintain cooperative relationships with those contacted in the course of work.

One year of experience in overseeing assigned events in a large recreational, entertainment, or similar public use facility.

None required.

Incumbents must perform shift work as assigned, including days, evenings, weekends, and holidays.

Incumbents will work indoors and outdoors in all weather conditions with moderate noise levels, dark/dim lighting. Incumbents may interact with upset patrons while enforcing departmental policies and procedures.