Position Concept: Responsible for achieving professional delivery of world class guest service for all events at Qwest Field and Event Center. Work closely with the event operations departments, clients and clients’ contractors to effect full integration for effective and efficient guest service. Responsible for developing and executing world class training and recognition programs for the Qwest Field event staff in addition to shared duties in direct personnel management.

Essential duties and responsibilities
• Collaborates with the Director of Event Services lead and manage 500+ part time event staff.

• Responsible for supervision of event services manager, guest service manager and all event staff.

• Develop, manage and facilitate event staff training programs .

• Monitor and update staff attendance and discipline records and act within established discipline matrix guidelines to ensure staff compliance with policies.

• Actively participates in the hiring process for Event Staff.

• Manages s the monthly event staff scheduling process including WIP and payroll.

• Manage Fan Advisory Network Data.

• Develops standard operating procedures for event staff functions for the various event types.

• Manage event staff recognition programs.

• Respond to written and verbal guest correspondence.

• Continuously and strategically identify key drivers of fan/guest satisfaction through measurement, tracking, research, and analysis of guest data.

• Collaborate and develop open channels of communication with all internal departments to create and implement training plans.

• Demonstrates in all aspects of job performance a service-oriented attitude along with the outstanding Guest Service skills expected of all Qwest Field staff.
• Special projects and tasks as assigned

Qualifications
• Ability and willingness to work an event driven schedule including weekend, evening and some holiday hours.
• Experience in a high-volume, service driven environment
• Experience in creation and execution of training programs.
• Ability to speak in front of audiences ranging from less than 10 to 400+
• Demonstrated ability to handle sensitive and confidential information and situations.
• Strong leadership and personnel management experience.
• Demonstrated ability to be creative and seek proactive solutions to problems and situations before and/or after they arise with little or no supervision.
• Proficient in the operation various PC applications including Word, Excel and Outlook.
• A highly developed attention to detail in producing accurate materials and reports.
• Proven professional, tactful and diplomatic communication style.
• Demonstrated ability to handle sensitive and confidential information and situations.
• Demonstrated ability to be creative and seek proactive solutions to problems and situations before and/or after they arise with little or no supervision.

Education/Experience/Certifications:
• Bachelor’s degree desired
• Two to four years leadership experience in a similar capacity.
• 5+ years’ guest and event services experience with at least 2 years of management/supervisory responsibility.
• Experience in a sports and entertainment facility or other hospitality-oriented business such as theme parks, hotels or airlines required.

Supervisory Responsibilities
This position has supervisory responsibility of Guest Service and Event Staff supervisors and attendants and the Qwest Field tour staff.

Work Environment and Physical Demands
May at times be exposed to varied weather conditions.
While performing the duties of this job the employee is regularly required to use hands and fingers.
The employee is frequently required to reach with hands and arms. The employee is required to stand, sit, stoop, kneel, crouch or crawl. The employee is frequently required to lift 5 pounds. The visual requirements include: the ability to adjust focus, peripheral vision, and close vision. Requirements may vary depending on position.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements and descriptions listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 

Position Concept: Responsible for achieving professional production and outstanding service for all events at Qwest Field and Event Center. Work closely with the sales and marketing team, food and beverage provider, box office and operations departments, clients and clients’ contractors to effect full integration for effective and efficient event management.

Essential Duties and Responsibilities include the following. Other duties may be assigned:

• Develop and implement event operating policies and procedures, including department goals and objectives.

• Supervise, monitor and control all event activities, including planning prior to the event, management of the event and event settlement, and event billing activities in coordination with established policies and procedures.

• Review and assign newly booked events.

• Manage full-time and part-time event services staff including hiring, discipline, training and performance evaluation. Ensure staff is scheduled according to the event needs and facility demands. When staff is away from the office, provide client information as required in their absence.

• Develop and maintain liaison with outside organizations, agencies and companies who frequently service events at Qwest Field and Event Center. Provide timely and effective responses to directives and requests received from internal and external organizations, agencies, departments, and individuals; assure and maintain the integrity of Qwest Field and Event Center in all forms of communication and personal contacts.

• Maintain close, open and productive communication channels with all Qwest Field, Seattle Seahawk, and Seattle Sounders FC personnel to ensure successful operations and customer satisfaction.

• Work directly with clients and potential clients to implement the event plan or manage the process through direct reports. Establish strong, productive working relationships with clients and maintain a positive customer service environment.

• Provide for oversight of day-to-day event supervision; coordinate plans, programs and events; and conduct post-event operational and financial reviews.

• Evaluate staff skill levels and provide additional training and monitoring as necessary.

• Research, review and recommend equipment, materials and supplies required in providing event services and planning.

• Become knowledgeable with the event management system (EMS) and assist with the review and revision of the system as needed. Ensure the department staff maintains a working knowledge of EMS.

• Assist Sales and Marketing in the development of new events for Qwest Field and Event Center.

• In coordination with the Assistant General Manager, prepare forecasts and budget requests. Monitor all expenditures to ensure compliance with the established budget.

Education/Experience/Certifications:
• Bachelor’s degree in related field or combination of education and experience.
• Good communication skills. Ability to speak in public.
• The ability to establish professional relationships with promoters, agents, artists, etc.
• Knowledge of principles and practices of accounting, budget preparations and controls.
• Experience in a sports and entertainment facility or other hospitality-oriented business such as theme parks, hotels or airlines required.
• Availability to work various hours, including evenings, weekends and holidays.

Supervisory Responsibilities
This position has supervisory responsibility of Event Staff supervisors.

Work Environment and Physical Demands
May at times be exposed to varied weather conditions.
While performing the duties of this job the employee is regularly required to use hands and fingers.
The employee is frequently required to reach with hands and arms. The employee is required to stand, sit, stoop, kneel, crouch or crawl. The employee is frequently required to lift 5 pounds. The visual requirements include: the ability to adjust focus, peripheral vision, and close vision. Requirements may vary depending on position.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements and descriptions listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 

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