Guest Relations and Event Security Manager

Unclassified - Oklahoma City, OK

Full-time - Mid Level

Oklahoma City, OK

251-500 employees

About the position

The Paycom Center and Prairie Surf Studios is seeking an enthusiastic and highly motivated individual for the position of Guest Relations and Event Security Manager. This role emphasizes the training and development of staff, as the successful candidate will be responsible for hiring, training, and managing guest relations and event security personnel. The primary goal is to provide world-class customer service to guests, tenants, and clients. The position oversees a department of 300-400 Guest Relations and Event Security personnel, providing staffing for events such as Oklahoma City Thunder and Oklahoma City Blue games, as well as other events scheduled at the facility. This role requires a full-time commitment, often necessitating work during extended and/or irregular hours, including nights, weekends, and holidays. The ideal candidate is motivated, outgoing, and capable of remaining calm under pressure. They should be a multi-tasking, quick-thinking problem solver who can adapt effectively to various situations. A passion for leading, developing, and motivating people is essential, as is the ability to work well with a variety of personality types. The Event Services Department prides itself on being a supportive, tight-knit team that maintains a high level of service and professionalism while fostering a relaxed and enjoyable atmosphere.

Responsibilities

• Lead 300 - 400 part-time employees, including Event Security, Guest Relations, and Event Day Supervisors.
• Interview, hire, train, and continuously develop employees; plan, assign, and direct work; reward and discipline employees; address complaints and resolve problems.
• Ensure that all Guest Relations & Event Security policies and procedures are followed.
• Complete performance appraisals as needed.
• Develop and implement policies, procedures, and training programs for Guest Relations & Event Security staff.
• Create, distribute, and monitor deployment for Event Security and/or Guest Relations staff.
• Order, maintain, and monitor Guest Relations & Event Security equipment and inventory including uniforms, wands, and search equipment.
• Utilize ABI Mastermind TMSS Workforce Management Software system to schedule employees and create deployments.
• Ensure accurate timekeeping records and payroll is completed for all employees on time.
• Create post-event reports and manage lost and found.
• Create and facilitate productive, interactive, and engaging training programs for onboarding and departmental annual trainings in guest relations and event security.
• Meet with show promoters to discuss guest services and event security needs.
• Conduct pre-event briefings including event details and special requirements for GRES supervisors.
• Coordinate with Guest Relations & Event Security supervisors for sign-in and release of team members.
• Responsible for overall crowd management for events and assist with last-minute and/or emergency patron needs.
• Ensure guests feel welcome by greeting and seating guests in a friendly, professional manner to assure a positive impression.
• Enforce all building policies and procedures during an event to assure safety and security for all.
• Manage entry lines including ticket-taking, walk-through metal detectors, and bag searches.
• Respond to and investigate incidents/inquire with witnesses on scene.
• Serve as a point of contact for patron complaints and Guest Relations Supervisors & Event Security and Representatives concerns/issues and respond in a prompt, kind, and courteous manner.
• Assist with last-minute pre-event needs, such as setting up, decorating, finding materials, marking chairs, etc.
• Work in conjunction with the ADA coordinator to ensure the needs of guests with disabilities are met and ensure overall ADA guidelines are in compliance.

Requirements

• Minimum of 2 years of experience in Guest Relations and Event Security, with at least 1 year in a supervisory capacity.
• High School Diploma or Equivalent.
• Experience with ABI Mastermind TMSS Workforce Management Software and ESS preferred.
• Ability to operate a personal computer using Windows and Microsoft Office software.
• Demonstrate exceptional skills in customer relations, communications, and problem-solving.
• Ability to follow oral and written instructions and communicate effectively with others in both oral and written form.
• Ability to work independently, exercising sound judgment and initiative.
• Maintain effective working relationships with clients, co-workers, exhibitors, patrons, and others encountered in the course of employment.
• Remain flexible and adjust to situations as they occur.
• Ability to work well with multiple personality types.
• Ability to work effectively in a team environment.
• Excellent verbal and written communication and documentation skills required.
• Ability to successfully handle multiple priorities in high-stress situations.
• Strong understanding of budgets and financial responsibility preferred.
• Strong training background preferred.
• Experience in crowd control management preferred.
• Experience managing queue lines and walk-through metal detectors preferred.

Nice-to-haves

• Strong training background preferred.
• Experience in crowd control management preferred.
• Strong understanding of budgets and financial responsibility preferred.