Senior Guest Services Manager

Essential Duties and Responsibilities: Include the following. Other duties may be assigned.

• Plan, organize and direct various personnel and activities necessary to establish a safe and efficient environment.
• Assist with budget preparation and track budget allocation throughout the year.
• Establish and maintain effective working relationships with crowd management contractor, police, fire, EMS and other security personnel and/or safety organizations.
• 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.
• Gain control over unusual circumstances caused by fire, storms, riots and other emergencies.
• Train Guest Services and Parking staff, and other personnel in protective procedures, fire safety and other emergency procedures.
• Schedule Guest Services and Parking staff for day-to-day operations and special events. Continue to adjust and update work schedules to reflect cost efficiency and building activity.
• Create and implement standard operating procedures for Guest Services and Parking departments.
• Ensure staff always maintain standards throughout the year.
• Communicate, enforce, document, and maintain employee training records for Guest Services and Parking departments.
• Evaluate event needs in advance and schedule staff accurately and efficiently to meet client and building needs.
• All other duties and responsibilities as assigned.

Supervisory Responsibilities: 

Responsible for the overall direction, coordination, and evaluation of the Guest Services and Parking departments.  Will carry out supervisory responsibilities in accordance with the ASM's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding; disciplining employees in conjunction with Human Resources; addressing complaints and resolving problems.

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 Experience:

• Bachelor’s degree from an accredited four-year college or university preferred.
• Two (2) years related experience and/or training, or an equivalent combination of education and experience.

Skills and Abilities:

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

Computer Skills:

Operate a personal computer using Windows, Word, Excel and other standard office equipment.

Certificates, Licenses, Registrations:

Possess any appropriate licenses as required by the state.

Physical Demands:

Position requires step climbing, walking, and sometimes running; may be subject to physical confrontations; indoor and outdoor working conditions.

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.

ASM Global – Tucson Convention Center

260 S. Church Ave.

Tucson, AZ 85701

Applicants that need reasonable accommodations to complete the application process may contact 520-837-4759.

SMG is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply.

VEVRAA Federal Contractor