Manager, Guest Services & Public Safety - F&M Bank Arena

Manager, Guest Services & Public Safety - F&M Bank Arena

This position will serve as the scheduling, staff assignment and payroll contact for the Guest Services & Public Safety Department. Additionally, this position will focus on Front of House management for events held at F&M Bank Arena. The individual will assist in managing the team's Gold Standard Service for internal and external Guests and will teach those standards to achieve our ONE GOAL while providing safe and memorable experiences for Guests and Team Members.

Job Responsibilities

• Serve as Front of House Manager for events, where responsibilities will include, but not be limited to, interfacing with venue staff and different facility entities to address any Guest issues that may arise.
• Work with different departments and sub-contractors to establish a plan for pre-event briefings.
• Conduct pre-event facility walkthrough to present a safe and clean environment for all.
• Design and implement In-event procedures for event staff.
• Complete post-event follow-up.
• Responsible for all Guest Services and Public Safety staff, including but not limited to the following functions: hiring, planning, and conducting new hire orientations, completing new hire paperwork, training, scheduling, approve and post payroll, counseling and promoting.
• Oversee event staffing needs and coordinate with 3rd party event staff as needed.
• Establish and implement post orders for all Public Safety and Guest Services positions and generate assignment sheet for each event.
• Capitalize on Team Member and Guest feedback and collaborate with internal departments and sub-contractors to anticipate challenges, find inefficiencies, improve processes, and resolve operational challenges.
• Manage an inventory of security-related items.
• Field calls during and after hours from internal and external departments regarding scheduling and arena policies to make informed decisions as a result.
• Ensure that staffing levels are appropriate during 24/7 operations and events.
• Collect and analyze incident data to respond to legal matters.
• Monitors and report on a continual basis all conditions which create security or safety hazards within and surrounding the arena; also makes recommendations regarding prevention techniques, devices or equipment that would correct the hazard.
• Write or review security-related documents, such as incident reports, proposals, and strategic initiatives.
• Coordinate with public law enforcement, fire, and other agencies.
• Attend seminars, briefings and training sessions and conduct independent research regarding innovation in the realm of security to keep the arena's security equipment, new technologies and policies and procedures ahead of industry standard.
• Establish and implement employer-based ADA compliance and accommodations programs, including integration into ONE GOAL training for all full-time and part-time Team Members.
• Performs other duties as assigned.

Minimum Requirements

• Four-year (4) Bachelor's degree in business or a related field from an accredited college or university preferred; equivalent professional experience will be considered in lieu of a degree.
• Ability to obtain State of Tennessee Security Officer/Guard License.
• Ability to obtain CPR/First Aid Trainer Certification.
• Ability to obtain State of Tennessee Security Officer/Guard Trainer Certification.
• Must have three (3) years of experience in the security, retail, hospitality, or entertainment industry.
• Knowledge of 24/7 Software is preferred.
• Ability to interact with internal and external customers clearly, effectively, and professionally.
• Demonstrated ability to work independently and to self-motivate.
• Demonstrated flexibility and creative problem-solving skills.
• The selected candidate must be able to work evenings, weekends, and holidays as required.
• As a condition of employment, qualified applicant will be subject to a background check, including a criminal history check, driving history and character references.
• Possess a valid driver's license, possess a suitable driving history and be insurable by Nashville Predators' insurance carrier (without conditions).

Essential Physical Requirements

• Working under extreme deadlines under pressure.
• Required to work long hours on event days.
• Capable of sitting, standing, and walking for continuous periods of time.
• Ability to see and respond to unsafe situations and to enforce policies.
• Excellent speaking and listening skills, requiring the perception of speech.
• Walking, bending, carrying of light items, with occasional heavy lifting up to 50lbs.
• High finger dexterity for large document typing.
• Exposure to bright lights, extreme temperatures, and loud noise.
• Ability to climb stairs and navigate uneven or sloped surfaces and areas with railings.
• Must have a basic knowledge of technology, including computers, multi-line phones, and radios.

Note: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instruction or assignments.

Preds Perks: In addition to medical, dental, vision, and life insurance, all full-time employees of the Nashville Predators and entities are eligible for Preds Perks. These currently include the following: Competitive pay, referral bonuses, 401K eligibility, priority access to event presales, tickets to events (when available), Nashville Locker Room (pro shop) discount, premium pay for overnight shifts, 19+ days of paid time off each year, Ford Ice Center programming discount, on demand pay, and bonus potential.

Equal Opportunity Employer: Nashville Predators is an equal opportunity employer. The organization does not discriminate on the basis of race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age, veteran status, or disability status, genetic information, or any other applicable federal or state protected classification. The organization celebrates diversity and is committed to an inclusive environment for all employees.

In order to ensure reasonable accommodation for individuals protected by the Americans with Disabilities Act, as amended, applicants that require accommodation in the job application process may contact our Recruitment Team at recruiter@teamsmashville.com to request an accommodation.