Under the direction of the Manager, Theater Operations, the Supervisor, Theater Operations is responsible for the day-to-day operations by providing optimal guest experience and introducing initiatives to improve guest and team member satisfaction based on established Yaamava’ Resort & Casino standards. The Supervisor, Theater Operations plays a key role by providing the operational guidance to assure the smooth operation of shows and events, in addition to their involvement in planning, developing, and maintaining venue schedules to provide Best in Class service for performers, vendors, and team members.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Oversees and provides guidance to achieve Best in Class entertainment service and acts as the supervisor on duty during all events to assure enterprise fulfilment and excellent guest experience. Organizes and schedules designated team to meet the size/ needs of the event, in addition to communicating and enforcing all security regulations and protocols. Monitors team member schedules to provide in-house team for performers such as crowd control, box office, and entertainment representatives to assist on-site crew, as needed.
2. Ensures all front of house physical elements are ready for the event by providing contractors with technical and physical data (blueprints) on the facility to include seating chart, ingress locations, and designated merchandise sales location. Advises tour management and private contractors on space utilization, special arrangements, building policies, and fire regulations.
3. Enforces exclusivity of Catering by coordinating with SMC’s Food & Beverage department to ensure artists, performers, and their teams needs are met appropriately. Proactively identifies issues and/or quality assurance concerns, supervises the operations of events and tends to any incidents by demonstrating a sense of urgency to provide resolution for guests and industry representatives.
4. Manages vendors, maintains client files, and maintains venue inventory list. Tracks, submits, and stock supply orders to maintain sufficient levels and inputs all sales in reporting system. Ensures supplies are in stock for success of nightly sales.
5. Maintains a clean venue in accordance with SMC safety standards and practices. Ensures preventative maintenance on all equipment to ensure safe usage by team members and guests.
6. Coordinates and facilitates all front of house set up and operations. Advance each show with tour security directors and liaison with Public Safety to create a secure and welcoming environment for artists, guests, staff and vendors. Provide communication for daily run of show, show security protocols, and incoming VIPs.
7. Maintains current knowledge of industry trends, best practices and standards. Collaborates cross-functionally with various departments to ensure smooth operation of events and guest relations. Collaborate with Marketing to promote the location and events through the appropriate marketing channels.
8. Performs other duties as assigned to support the efficient operation of the department.
SUPERVISORY RESPONSIBILITIES
Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Makes hiring decisions and designs individual development plans with succession planning in mind for all key roles.
EDUCATION, EXPERIENCE AND QUALIFICATIONS
Bachelor’s degree in Business Administration and/or related field required.
Minimum three (3) years of related work experience to include working in a live events environment required.
Minimum of two (2) years in a supervisory position preferred.
Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.
KNOWLEDGE, SKILLS AND ABILITIES (KSA)
Ability to work under pressure, while handling money, utilizing prescribed cash management controls, and day-to-day tasks concurrently.
Experience managing highly functional departments including Food and Beverage, Guest Service, Merchandise, Security, and VIP Services.
Ability to create and develop unique guest offerings, delivering on a Best in Class expectation.
Basic understanding of live entertainment production and terminology preferred.
Familiarity with AXS or Ticketmaster entry scanning and protocols.
Dependable, reliable, and punctual.
Ability to work assigned and varying shifts and complete responsibilities in a timely manner.
Ability to adapt and work effectively in various parts of the facility.
Ability to work in various climates based on the environment.
Work independently, exercising judgment and initiative with minimal supervision.
Maintain an effective working relationship with employees and others encountered through the course of employment.
Operate standard office equipment and personal computer(s) using MS-DOS, MS Windows, MS Excel, MS Outlook, MS Word and ticketing operating system(s).
Define problems, collect data, establish facts and draw conclusions.
Work effectively under pressure and/or stringent schedule and produce accurate results.
Communicate effectively with others in both oral and written form.
Strong leadership and people management skills required with good motivational and collaboration emphasis; communicates change effectively, overcomes resistance and builds commitment.
Ability to delegate, multi-task, lead and prioritize effectively in a dynamic, fast-paced environment with demonstrated organizational and time management skills.
Must maintain a strict level of confidentiality and act in a manner consistent with all legal and regulatory requirements and in compliance with relevant laws and regulations.
Must be personable and professional, capable of using caution and discretion in communication.
LICENSES, CERTIFICATIONS AND REGISTRATIONS
At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
Driving Responsibilities: Role requires regular commuting between locations. A valid driver's license and vehicle insurance with minimum liability limits is required. Role will not operate or drive Tribe-owned vehicles or patron vehicles.
PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT
The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.
Primary work environment is in a climate-controlled office setting.
Work requires travel to attend meetings, trade shows, and conferences.
Incumbents may be required to work evening, weekend and holiday shifts.
Must be able to work in a fast-paced, high-demand environment.
Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.
Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
The employee may be exposed to fumes or airborne particles including secondhand smoke.
Reasonable accommodation will be made in compliance with all applicable law.
As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!
