Senior Event and Guest Services Manager

WAGE: $28.37 - DOQ

DEPARTMENT: Golden Spike Event Center

PERSONNEL STATUS: Full Time

BENEFITS: Health, Dental, Vision, Retirement, 401k match, Sick/Vacation, Life Insurance, Short-term Disability, Accident, Critical Illness; Parental Leave; Maternity Leave

Job Overview

Under the general guidance and direction of the Manager of Events, the Senior Event & Guest Services Manager is responsible for selling, planning, coordinating, and managing ongoing events, conventions, and meetings at the Golden Spike Event Center, adhering to all contractual, safety, and operational requirements. This role will also include overseeing guest services, ticket takers, and the Box Office to ensure smooth event execution and optimal guest experiences.

Essential Functions

• Primary Point of Contact with Clients**: Acts as the liaison and main point of contact with clients to plan and implement all aspects of events, from inception to conclusion. Ensures all client requirements for event setup, security, ticketing, guest services, etc., are thoroughly understood and addressed.
• Ticketing and Box Office Oversight**: Oversees the Box Office operations, ensuring timely and accurate ticket sales, customer service, and ticketing systems are properly maintained. Supervises ticket takers to ensure smooth entry processes, proper scanning, and customer satisfaction.
• Guest Services Management**: Coordinates the scheduling and management of guest services staff, ensuring that event attendees receive exceptional service throughout their experience, from check-in to post-event feedback.
• Contract Generation and Compliance**: Prepares fair and equitable contracts with clients while adhering to all County contract policies. Prepares for commission reviews and follows proper procedures for event documentation, including client requirements for ticketing, security, and service coordination.
• Coordination Across Departments**: Serves as a liaison between multiple departments, contractors, and vendors to produce successful events. Coordinates with various teams to ensure all operational needs for events, such as setup, staffing, security, and ticketing, are met.
• Insurance and Liability**: Ensures all necessary insurance coverage is secured for events and maintains proper documentation for insurance, event layouts, and staff schedules.
• Supervision of Event Staff**: Provides guidance and supervision to service staff during events, ensuring they perform duties efficiently and with excellent customer service.
• Event Scheduling and Logistics**: Coordinates the scheduling of employees, including guest services staff, based on event needs. Works with the Operations Manager to resolve any issues related to event setup, ticketing, or additional charges for damages or unreturned equipment.
• Event Documentation and Reporting**: Maintains updated and accurate files for each event, including proof of insurance, event layouts, quotes, staffing sheets, and schedules. Utilizes event software to prepare detailed event function sheets, capturing all event-related details, including ticketing and guest services specifics.
• Point Person for Promoters**: Acts as the "point person" for outside promoters and works directly with them to ensure their event needs are met, including ticketing and guest service expectations.
• Other Duties**: Performs any other duties as assigned.
  
  

Any one position may not include all the duties listed, nor do the listed examples include all duties which may be found in positions of this class. Applicants must be prepared to demonstrate the ability to perform the essential functions of the j

ob with or without reasonable accommodation.

Supervisory Responsibilities

Directly supervises Box Office Manager and guest services staff. Provides oversight and leadership to ensure all event staff, particularly in ticketing and guest services, are trained, effective, and working to deliver a outstanding experience for event attendees.

Education/Experience/Certifications

• Education**: Bachelor's Degree in Marketing, Public Relations, Advertising, Communications, Tourism, Hospitality, or a related field or any equivalent combination of education and experience
• Experience**: A minimum of two years of related experience in arena, fairgrounds, or other similar public assembly facilities, or any equivalent combination of education and experience.
• Certifications**: International Association of Venue Managers, Venue Management School, Certified Fair Executive, Certified Venue Professional, Certified Venue Executive, etc.
  
  

Knowledge, Skills, And Abilities (ksa)

• Knowledge**: Considerable knowledge of all administrative and operational procedures, building policies, safety rules, and fire regulations. Extensive knowledge of event operations, particularly in ticketing, guest services, and managing large public events. Familiarity with the roles and responsibilities of box office management and guest services staff in ensuring smooth event operations.
• Skills**: Proficiency in computer software, including word processing, spreadsheets (Word, Excel, Outlook, and Publisher). Strong skills in event ticketing and booking software and customer service management platforms.
• Abilities:** Ability to allocate, organize, coordinate, supervise, and review the work of employees providing diversified services, including box office and guest services. Ability to analyze problems and make recommendations for improvement. Ability to establish and maintain effective working relationships with employees, tenants, county and municipal officials, service contractors, and the public. Ability to prepare clear, concise, and accurate reports. Detail-oriented and deadline-driven.
  
  

Your Special Qualifications

Must be adaptable to changing work hours depending on scheduled events.

Must be willing to work evenings, weekends, holidays, and irregular hours as dictated by event schedule.

Due to the nature of this position, the successful candidate may be required to complete a pre-employment background check prior to starting the position.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, feel or operate objects, tools, or controls and reach with hands and arms. The employee frequently is required to stand and talk or hear. The employee is occasionally required to walk; sit; climb or balance; stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 65 pounds and occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable ind

Ividuals With Disabilities To Perform The Essential Functions.

The employee frequently works near moving mechanical parts and is frequently exposed to wet and/or humid conditions and vibration. The employee occasionally works in high, precarious places and is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and risk of electrical shock. Dirty and dusty environments and events involving animals are frequently encountered. The noise level in the work environment is moderately loud