Supv Events Svcs

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Profile Title:

Supv Events Svcs

Job Code:

10816-2

Profile Title:

10816-2 National Harbor Supv Event Svcs

Grade / Band:

09

FLSA Status:

Exempt

The Supervisor Event Services is responsible for providing excellent guest service in all public and premium areas of The Theater. The  position will be dedicated to providing an exceptional level of service and operational support. Responsible for planning, monitoring,  directing, delegating, and managing all functions of the department. This demanding position requires a flexible work schedule, which  will include evenings, weekends, and holidays. This person must have experience working with large volumes of employees, guests, and  facility tenants. All duties are to be performed in accordance with departmental and The Theater policies, practices, and procedures.

Primary responsibilities will include training and management of part-time event staff, operating and execution of events and delivering  optimal customer service to all Theater guests. Establish positive reputation for The Theater premium/non-premium service and reduce  liability by hiring, training, and supervising part-time staff of ushers, ticket takers, and supervisors.

Maintain employees in all areas of responsibility, including, but not limited to, all entrances, Floor level, Orchestra Level, Balcony Level,  Premium areas and public elevators. Make immediate decisions and communicate with Guest Services staff in emergency situations.  Review and recommend day-to-day operational policies and procedures for the department.

Supervise the Guest Services Desk and its functions within The Theater. Coach and counsel personnel as needed to ensure compliance  with policies and procedures. Conduct planning, staff, and operational meetings as required, ensuring smooth coordination of Guest  Services activities throughout The Theater.

Create event estimates and proficiently schedule staff members according to these needs. Meet with Event Managers and clients to  assist with planning events at The Theater. Work with staff in managing large crowds under constantly changing event environments.  Respond promptly to comments, questions, suggestions, and complaints received by our Guests via phone, mail, email, fax, and during  events.

Interface with various local event producers, agents, managers, contractors and artists to ensure proper execution of all event-related  activities, while maintaining effective relationships with a wide variety of industry & property decision makers across all levels and types  of entertainment.

Communicate to the Security Manager and direct report regarding issues that may require further attention. Manage the delivery and  measurement of guest service within assigned department(s) consistent with the company’s core service standards and brand attributes.  Research, review, and recommend equipment, materials, and supplies required for the Department.

Performs other job-related duties as requested

Proof of eligibility to work in the United States

High School Diploma, GED or equivalent

Required

Bachelor's Degree or equivalent experience

Preferred

2+ Years of Prior Relevant Experience

An arena environment working events, preferably sporting events, concerts, and game management and production. 

Required

Must have experience working with large groups of people/guests.

Required

Must have experience in dealing with ticketing issues and resolutions as it relates to guests.

Required

Experience in scheduling internal staff and third party vendors. Kronos system knowledge.

Preferred

Previous experience working in an entertainment facility.

Preferred

Ability to multi-task and solve problems in a fast paced environment.

Ability to effectively interact and communicate with all levels of management.

Ability to communicate effectively in English, in both written and verbal forms.

Ability to supervise employees and provide direction for the specific venue.

Ability to work varied shifts, including weekends and holidays.

Ability to communicate effectively in English, in both written and verbal forms.

Balancing

Bending

Carrying __pounds

Clear speech - simple

Clear speech - complex

Climbing

Crawling

Crouching

Distant vision

Driving - auto/van

Driving - limousine

Flexibility - upper body

Flexibility - lower body

Hearing/Listening

Kneeling

Lifting __pounds

Near vision

Normal vision

Pushing/Pulling

Reaching

Sitting

Standing - 5 hours minimum

Stooping

Typing __w.p.m.

Walking

Communication - verbal

Communication - written

Confined area

Contacts - works alone

Contacts - works around others

Contacts - works with others

Exposure to dust / dirt

Exposure to fumes / odors

Extreme cold

Extreme heat

Fast pace

Hazardous conditions - Chemicals

Hazardous conditions - high structures

Hazardous conditions - high voltage

Indoors

Noise levels - low to moderate

Noise levels - low to high

Office conditions

Outdoors

Restricted area

Shifts

Smoke

__% Travel

Vibration

Wet/Humid

Live Stream/ Video Recording

Analytical

Clerical

Comprehension

Crisis incidents

Customer service

Decision making

Fatigue

High pressure

Judgment

Long hours

Math skills - advance

Math skills - basic

Memorization

Organization

Perception

Reading - simple

Reading - complex

Repetition

Safety hazards

Tight deadlines

Working conditions

Writing - simple

Writing - complex