Job Summary:
Under the direction and leadership of the Assistant Account Manager and/or Account/Area Manager, as designated by account, the Event Manager manages, oversees and coordinates all aspects of the event operations at University of Memphis athletic venues, including ensuring optimal customer satisfaction by meeting the customer requirements, operational planning and service provided. Assignments include collegiate football and Olympic sports, concerts, family shows, tournaments and other special events, with schedules driven by the arena, campus and athletic calendars.
Essential Duties and Responsibilities:
· Identify issues occurring at events and forward to Account Manager/Area Manager and/or Client (pending on location of incident) as appropriate. May be responsible for writing a report of the situation or assisting with an investigation as directed
· Respond to client or site emergencies as they arise, including ensuring appropriate communication to Account Manager and/or Client (pending on location), Area Manager
· Responsible for maintaining positive client/security relationships through frequent team and client contact and support
· Serve as the direct supervisory contact for Event Supervisors regarding performance, operations and department needs. Responsible for supervising, motivating, coaching and training. Additionally, responsible for evaluating the work performance of direct reports and making recommendations regarding assignments as required
· Assists with the coordination of all aspects (technical and managerial) of executing the event operations at the assigned location, including responding to client requests
· Assign work tasks to Event Supervisors, including Event Staff and Event Security to direct work throughout the event
· Coordinate and conduct on-the-job training through development and improvement of standard operating procedures, which may include orientation to the post, review of orders, routine responsibilities and how to respond to emergency situations or specific client needs
· Responsible for ensuring all Standard Operating Procedures and training information is being properly maintained and updated and all positions are properly maintained, cleaned and organized
· Conduct pre-event briefings for Event Supervisors, Event Staff and Event Security covering post orders, event-specific instructions, client expectations, emergency action plans and the staffing plan for the day, and confirm all posts are filled and properly deployed prior to doors
· Oversee guest screening operations at all public entrances, including magnetometer and hand-held screening lines, bag policy enforcement and prohibited item procedures, monitoring throughput to maintain safe and efficient ingress
· Manage credentialing and restricted-area access control, including court and field level, locker rooms, team and officials’ areas, media and production spaces, suites and club levels, and loading dock operations
· Direct crowd management throughout ingress, event and egress, including queue management, seating bowl and concourse coverage, and post-event clearing and sweep of the venue
· Coordinate with venue operations, guest services, medical and EMS providers, the venue command center and law enforcement through the established chain of command
· Oversee the response to guest conduct issues, including intoxication, disorderly behavior, unauthorized court or field access, and code-of-conduct violations, and make or approve ejection decisions in accordance with venue and client policy
· Ensure guest accommodation requests are handled properly, including accessible seating, accessible routes, service animals and mobility devices, and escalate unresolved accommodation issues as required
· Ensure incident, ejection and injury documentation is completed accurately and submitted before staff leave the venue, and escalate reportable incidents immediately
· Manage staff check-in, post assignments, break rotation, post relief and end-of-shift return of all Company and venue equipment, including radios, credentials and screening equipment
· Execute venue emergency action plans, including evacuation, shelter-in-place and severe weather procedures, in coordination with venue management and the client
· Perform other duties and responsibilities as requested or required
· 20+ hours per week
Venue-Specific Responsibilities:
University of Memphis
· Manage event staffing across assigned University of Memphis athletic venues, which may include football, men’s and women’s basketball, baseball, soccer, volleyball and track, as contracted
· Ensure enforcement of NCAA, conference and University policies applicable to the event, including clear-bag and prohibited item policies, tailgating boundaries, and field or court access restrictions before, during and after competition
· Oversee student section, band, spirit squad and visiting-team fan area coverage with consistent, impartial enforcement and a de-escalation-first approach
· Coordinate with University Athletics, campus operations and the University of Memphis Police Department through the assigned chain of command
· Ensure any incident involving a student, minor or member of the campus community is reported immediately and in accordance with all client-directed campus reporting requirements
· Manage outdoor gate, perimeter, parking and tailgate coverage in all weather conditions during extended pre-event and post-event periods
Minimum Qualifications:
· Minimum 1-3 years of professional-level experience required. Prior experience in the security, event staffing, law enforcement and/or military experience preferred
· Minimum of one-year previous experience in customer service, security or related field
· Previous security, military, EMS or law enforcement experience preferred, but not required
· Articulate and able to use good independent judgement and discretion with understanding the significance of notifying superiors and colleagues when appropriate
· Excellent communication skills both oral and written; reading, writing and oral proficiency in the English language
· Adaptability – Responds effectively to changes in situation or information
· Ability to pass a background check
· Minimum of one year of supervisory or lead experience in event operations, security or a high-volume customer service environment preferred
· Must meet and maintain all licensing or registration requirements applicable to security personnel in the State of Tennessee, as directed by the Company
· Ability to complete and maintain all Company, venue, client, league and conference-required training and certifications
· Availability to work a variable schedule including nights, weekends and holidays based on the arena, campus and athletic calendars
· Proficiency with scheduling, timekeeping and incident reporting systems, and the ability to produce clear, accurate written incident documentation
· Ability to remain composed and direct staff effectively in high-attendance, high-pressure environments
· Reliable transportation to and from assigned venues, and the ability to arrive in advance of staff report time ready and prepared to work
Physical and Mental Demands:
While performing the duties of this job, it is required to frequently sit, stand, walk, talk or hear. They are required to stand or walk for extended periods of time (up to 10 hours), which may include concrete concourses, ramps, stairs and stadium seating aisles. On occasion, they may be required to climb and work in high places, stoop, bend or reach above the shoulders. Position may also require work in confined spaces and exposure to different types of outdoor weather conditions, including the heat, humidity, cold, wind and rain typical of Memphis, Tennessee during football and outdoor event seasons. Position requires the ability to maintain focus and composure in environments with loud crowd noise, amplified sound, flashing or strobe lighting and large crowds.
Must occasionally lift, push, or pull up to 45 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Working Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Work is performed at University of Memphis athletic and campus venues, in both indoor arena settings and outdoor stadium and parking environments. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.
EEOC Statement: It is the policy of BEST, A GardaWorld Company to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, veteran status, or disability in accordance with applicable federal laws. In addition, BEST, A GardaWorld Company complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment including, but not limited to hiring, placement, assignment, promotion, termination, layoffs, recalls, transfers, leaves of absence, compensation, and training. It is also the policy of BEST, A GardaWorld Company not to honor requests that employees be assigned on the basis of sex or any other classification protected by law, unless such request is based on a bona fide occupational qualification for that assignment.
License#13265
Pay: From $28.00 per hour
Benefits:
Work Location: In person
