MANAGER OF GUEST AND SECURITY SERVICES

The BMO Harris Bradley Center, home to the Milwaukee Bucks, Marquette University Big East Men's Basketball, world class concerts and entertainment events and corporate and private functions, is seeking candidates to fill an immediate opening for a Manager of Guest and Security Services. This position is responsible for the day-to-day management of the Guest Services department including all staffing requirements, providing information to guests and staff in a courteous, enthusiastic, and efficient manner and making knowledgeable and informed decisions to ensure a flawless guest experience for the thousands of guests who walk through our doors on event days.   

This position will be approximately a twelve (12) month appointment through July 2018 when the Center closes.  The successful candidate will have an opportunity to meet with and demonstrate their abilities to the Milwaukee Bucks as a candidate for a position in the new arena. 

Position Summary
Under the general direction of the General Manager and the Director of Guest and Security Services, maintain the BMO Harris Bradley Center’s reputation for excellent guest services and generate positive public relations with guests; provide leadership and direction with regard to Guest Services activities in the Center by planning, managing, directing, monitoring, and controlling all functions of the Guest and Security Services department before, during, and after events; develop policies and standards that meet the Center’s mission, vision and values regarding the visitor experience;  mentor and coach staff and serve as a role model for customer service standards;  recruit, interview, select, and train Guest Services staff according to established guidelines; develop and coordinate worksite safety and guest safety/security programs; serve as contact for tenants on Guest Services issues.
  
A.      Essential Duties and Responsibilities:

• Provide leadership and input as it relates to Guest Services activities and support the BMO Harris Bradley Center in all guest-related matters to ensure the highest quality experience for all guests; work with the Director to review and recommend day-to-day operational policies and procedures for the department; oversee Guest Services operations before, during and after events
• Oversee the staffing and scheduling of Guest Services staff for all events; manage payroll for part-time staff by working closely with the Human Resources and Payroll; conduct planning, staff, and operational meetings with Event Managers and other Center staff members and clients as required to ensure smooth coordination of Guest Services activities and streamlining event management
• Manage all components of Guest Services including customer experience, staff training and development, special requests and inquiries; manage pre- and post-event activities to include conducting staff briefings prior to each event, and creating and distributing event notes for staff, supervisors, and security; meet with Ticket Services and Event Services Managers prior to the event to discuss special seating or event requirements
• Promote a cohesive, team-orientated staff by recruiting, hiring, training, motivating and supervising staff of part-time Usher/Ticket-takers, Gate Screeners, Guest Services-Security, Site  Patrols and Supervisors according to established guidelines; develop and monitor staff compliance with established performance standards for customer service, uniform/dress, behavior, and adherence to company policies and procedures; work with Human Resources to address any disciplinary or ethical problem in accordance with company policy
• Coordinate with Human Resources on staff recruitment, selection and new employee orientation; provide direct supervision of Guest Services Supervisors and manage performance; counsel employees, discipline as needed and give directions for improvement; monitor staff attendance and address any problems in accordance with company policy
• Manage customer complaints and feedback process effectively to improve customer experience, ensure consistency of customer interaction, and improve customer satisfaction; respond to customer complaints in a timely manner; track each complaint from initiation to investigation and closure; identify problem areas and opportunities for improvement; report to Director and Executive Management the issues and outcomes; ensure timely management action; update customer service standards by improving communications and providing additional training to staff
• Demonstrate flexibility in working with Guest Services, Security, and other venue staff in managing large crowds under constantly changing event environments; develop and implement policies to ensure a safe and secure environment for guests and maintain building safety standards; ensure facility readiness and operational continuity; make immediate decisions and communicate with Guest Services staff during emergency situations; monitor facility for accidents and unsafe conditions and report same to the appropriate personnel immediately for maximum guest enjoyment and safety
• Participate in management meetings and conduct periodic supervisor and departmental staff meetings; maintain operating data/records and prepare reports as necessary
• Follow and enforce all departmental and company policies and specific event requirements; maintain confidentiality and high ethical standards
• Develop and coordinate quality staff training programs that place emphasis on the continual pursuit of excellence; research, review, and recommend equipment, materials, and supplies required for the Guest Services Department
• Maintain open communication between tenants, contractors, clients/facility guests and employees as it relates to the Guest Services staff
• Perform other related duties as assigned

• Demonstrated ability to apply the principals and practices of customer service management, employee supervision, and environment and occupational safety
• Ability to assemble data, prepare documentation and present information
• Ability to use personal computer equipment to access, retrieve, or input information using a MS Word, Excel, Outlook and the Internet
• Ability to plan, organize, utilize available resources  to accomplish goals and objectives
• Ability to manage multiple projects concurrently, set priorities and meet deadlines
• Ability to perform basic mathematical functions (x, /, +, -)
• Ability to read, understand and process routine and complex information in written form
• Ability to conduct research, analyze facts, and exercise sound judgment in arriving at conclusions

• Ability to maintain a commitment to the company’s vision
• Skills in diplomacy and interpersonal communications; ability to interact with fellow employees and the general public in a positive and professional manner
• Skills in written and verbal communication adequate to prepare documents for and make presentations to various audiences
• Ability to work under pressure, recognize problems, find solutions and handle stressful or emergency situations for guest and personal safety
• Ability to maintain effective working relationships with individuals at all levels of the organization
• Ability to maintain confidentiality
• Ability to display initiative