Guest Services & Security Manager

ASM, the leader in privately managed public assembly facilities has an excellent and immediate opening for a Guest Services and Security Manager at the BMO Center and Coronado Theatre. The successful candidate will ensure that all on-duty Event Staff are performing their assigned job duties. He/she will also work with others to patrol all areas of the property, secure doors, and ensure the safety of all guests, employees, and contract labor on the premises. Essential Duties and Responsibilities Include the following. Other duties may be assigned. Plan, direct, and supervise the work and personnel assigned to the security and event staff. Maintain the master schedules for all personnel assigned to the security and event staff. Work with Metro Police Chief to oversee Metro Police Department Schedule and work together with Rockford Police Department, EMS, and any other pertinent third-party service providers during events. Maintain up-to-date parking information for all part-time staff and act as the liaison between ASM Rockford and ABM. Coordinate interviews and hiring of adequate personnel assigned to the security and event functions. Coordinate resources and personnel in security and event staff so that safety/security goals and objectives are met on a constant basis. Develop and ensure adherence to procedures and policies that provide a productive, efficient, and safe work environment for employees and customers. Prepare oral and written reports as required clearly and concisely. Update the Emergency Operations Plan on an annual basis. Document and follow up on all security and first aid incidents that come to the attention of the organization. Ensure prompt follow-up within 24 hours of all first aid reports that result in serious injury and/or transport to a medical facility. Investigate thoroughly all incidents as assigned by the General Manager including but not limited to any form of harassment, alleged misconduct, criminal matters, and security concerns. Provide proactive customer service to all guests to promote a fan-friendly environment. Provide responsive service to all customer requests, concerns, or complaints. Maintain liaison with other operational work groups within the organization, including but not limited to parking, ushers, concessions, souvenirs, and personnel to ensure a safe working environment for employees and guests. Maintain liaison with outside agencies including but not limited to police, fire, and emergency services to promote positive relationships that further the overall goals of the organization. Provide introduction and orientation annually to all seasonal employees at the direction of the Director of Event Management. Provide periodic safety training sessions. Lead the venue safety committee. Conduct shift briefings to provide necessary information. Maintain an up-to-date key log and inventory of all keys distributed throughout ASM Rockford venues. Reviews department checklists and accounts for all equipment. Secures property, either personally or through reporting staff. Ensure that security staff lock and unlock facility doors. Conducts routine property walks. Works directly with the Event Management team to organize event staff. Follows company protocol and ensures the safety of all individuals on the premises. When applicable, participate in post-event meetings to provide detailed feedback, enhancing repeat events or future events of a similar genre. Maintain the proper image and generate positive public relations with artists, clients, exhibitors, patrons, and staff. Takes direction and communicates with all facility users in an emergency. Perform other duties as required or assigned by the General Manager, Assistant General Manager, and Director of Event Management. Supervisory Responsibilities Directly supervises the Event Services and Security department staff. Carries out supervisory responsibilities following 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 3+ years of security experience required. 1+ year(s) of security experience at the supervisor or manager level required. Experience working live events preferred. Military or law enforcement experience is desirable. Valid Class "C" driver's license required. High School diploma or G.E.D. required; B.A. in Criminal Justice or related field is preferred. Bi-lingual (English/Spanish) is strongly preferred. Skills Handle conflict, make common sense decisions, and exercise proper action during high tension and stressful situations. Ability to work with minimal supervision. Excellent leadership, communication, preparedness & organization skills. Ability to effectively supervise staff. Good written, verbal, and interpersonal skills. Ability to work irregular hours including night shifts, weekends, and holidays. Computer Skills To perform this job successfully, the individual should have intermediate knowledge of Microsoft Office programs (Outlook, Word, Excel, and PowerPoint). Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This position will require a considerable amount of walking, climbing, stopping, and possibly heavy lifting. The position requires work in both indoor and outdoor settings. This position may be subjected to adverse conditions, including physical contact from hostile people. Applicants that need reasonable accommodations to complete the application process may contact . ASM is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor

Created: 2024-10-31