Job Description
Full job description
Job Summary: This position is responsible for ensuring a positive guest experience for all event attendees by promoting comfort, enjoyment, and exceptional customer service. A key component of this role includes effective crowd management to maintain a safe and orderly environment during events. Additionally, the position supports the general safety and security of the building and staff. These objectives are achieved through the efficient management of various part-time personnel, operational, and third-party entities within the facility.
Essential Duties and Responsibilities:
Oversees all aspects of the guest experience during facility-wide events to ensure safe, enjoyable, and memorable experiences for all guests.
Manages part-time Guest Services and parking staff, including hiring, training, scheduling, performance management, and conflict resolution.
Schedules and orients volunteer usher groups.
Leads the integration of new customer service standards, while supporting a positive department culture and working closely with teams throughout The Monument to uphold Guest Services excellence.
Oversees parking operations, including staff scheduling and set up and tear down of premium parking blockades.
Oversees crowd control efforts to ensure smooth and safe event execution.
Works closely with Event Coordinators to manage logistics of events, including scheduling medical personnel and law enforcement.
Maintains up-to-date emergency procedures, security, and safety protocols, and leads training sessions to help staff understand and effectively implement them.
Oversees the distribution and inventory of security ID badges, keys, and radios, ensuring proper access controls and careful management of equipment.
Oversees the programming of building access, effectiveness of surveillance systems, fire suppression systems and extinguishers.
Maintains collaborative relationships with local, state, and federal law enforcement and safety agencies.
Acts as Americans with Disabilities Act (ADA) liaison, ensuring facility-wide compliance and engagement with the ADA community.
Reviews accident and incident reports and communicates in a timely manner with City Attorney’s Office.
Oversees metal detector set up function, and tear down at events.
Serves in rotation as a Manager on Duty.
Qualifications:
High school diploma or equivalent required. Bachelor’s degree preferred.
Five years of experience in customer service, safety, security, or other relevant field required.
Work Environment:
While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts; high precarious places, outside weather conditions; and vibration. The noise level in the work environment is usually loud with frequent interruptions to be expected. The role also involves navigating typical crowd management challenges in environments with loud music, varying audience sizes, diverse entertainment formats, and the presence of alcohol. Events may include dynamic lighting, strobe effects, pyrotechnics, and other sensory elements that require awareness and adaptability.
Employees must be prepared to work a flexible schedule, including early mornings, days, late evenings, weekends, holidays, extended workdays, and consecutive days.
