POSITION: Senior Manager of Events & Guest Services
DEPARTMENT: Event Services
REPORTS TO: General Manager
SUPERVISES: Manager and Full-Time staff
FLSA STATUS: Salaried, Exempt
LEGENDS GLOBAL
Legends Global is the premier partner to the world's greatest live events, venues, and brands. We deliver a fully integrated solution of premium services that keeps our partners front and center through our white-label approach.
Our network of 450 venues worldwide, hosting 20,000 events and entertaining 165 million guests each year, is powered by our depth of expertise and level of execution across every component — feasibility & consulting, owner’s representation, sales, partnerships, hospitality, merchandise, venue management, and content & booking — of world-class live events and venues.
The Legends Global culture is one of respect, ambitious thinking, collaboration, and bold action. We are committed to building an inclusive workplace where everyone can be authentic, make an impact, and grow their career.
Winning is an everyday thing at Legends Global. We have the best team members who understand every win is earned when we come together as one unified team. Sound like a winning formula for you? Join us!
KFC YUM! CENTER operated by Legends Global is a multi-use entertainment venue in Louisville, Kentucky. The KFC Yum! Center offers a variety of world-class events including concerts, family shows, sporting events and other special events, while providing a clean and safe environment and guaranteeing the ideal entertainment, guest experience and satisfaction.
THE ROLE
The Senior Manager of Events & Guest Services will oversee the Events department and is responsible for the overall management, communication, and production of events including the guest services operation at the KFC Yum! Center. They are responsible for the flawless execution of events such as collegiate sports, concerts and family shows at the arena.
Essential Duties and Responsibilities
- Direct, supervise and schedule all aspects of operations including event coordination and services, event staffing, Manager on Duty schedules, audio/visual production services, security, crowd and risk management, police, fire and safety personnel, and ADA compliance.
- Manage and Supervise the Manager, Events & Guest Services
- Assign events to Manager, Events & Guest Services.
- Manages, coordinates, and plans all aspects of self-assigned events.
- Serves as the primary liaison between the Louisville Cardinals, the NCAA and the KFC Yum! Center on game day as it pertains to events, rules and regulations, standard operating procedures, guest services and any other required communications that occur to ensure a successful operation.
- Responsible for all summaries of events produced by the Event Services Department.
- Supervises and assigns events to event manager.
- Establishes and maintains effective working relationships with peers, tenants, and vendors.
- Directs and leads cultivation of relationships with tenants and promoters.
- Troubleshoots issues during events as they arise including guest services.
- Ensures union contractual obligations and company policies/procedures are maintained.
- Anticipates production, logistical, and operation problems and appropriate solutions.
- Ensure that all aspects of the guest services operation are conducted efficiently and within company and facility policies.
- Work with the Manager, Events & Guest Services to create and implement training programs for third party and internal employees to ensure the highest standard of customer services and safety.
- Serve on the Safety Committee for the arena. Know and ensure all laws, codes, ordinances, policies, procedures risk management, safety precautions, rules/regulations and emergency procedures are followed. Create and implement safety reviews and protocols.
- Assist with the event and guest services management as needed at other Legends Global venues.
- Develop operating procedures that conform to corporate standards, customized to the specific needs of the facility and consistent with the goals and objectives of the client, facility, and corporation.
- Investigate, analyze, and resolve operational problems and complaints. Conduct periodic staff meetings to discuss procedures, problems, and policy changes.
- Rotate with other facility personnel to function as Manager on Duty (MOD), who maintains total responsibility and authority over all clients, staff personnel, patrons, security, and safety in assigned buildings. Responsibilities include but are not limited to making sure contractual agreements are met and clients’ event requirements and changes have been made in a timely fashion. On-duty staff/subcontractors report to the MOD through any Managers or Supervisors who are present during the event.
SUPERVISORY RESPONSIBILITIES
Carries out supervisory responsibilities for the Event Manager and part-time guest services staff in accordance with all Legends Global policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty with energy and enthusiasm. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Education And/or Experience
- Bachelor’s degree from accredited four-year college or university
- Five (5) to seven (7) years related experience and/or training in the public assembly industry in a supervisory or management position, or equivalent combination of education and experience.
Skills and Abilities
- Demonstrate knowledge in operational procedures, facility capabilities, industry terminology, event-related services, and technical requirements for the types of events anticipated at the facility.
- Engage in independent decision making that is governed by procedure and guided by policy.
- Proactive and decisive leader with excellent communication skills and a strategic mindset
- Must be able to manage, lead, develop, and hold staff accountable
- Operate portable radio and standard office equipment including copier and fax machine.
- Follow oral and written instructions and communicate effectively with others in both oral and written form.
- Organize and prioritize work to meet deadlines.
- Work effectively under pressure and/or stringent schedule and produce accurate results.
- Maintain an effective working relationship with clients, employees, exhibitors, patrons, and others encountered in the course of employment.
- Remain flexible and adjust to situations as they occur.
- Experience with AutoCad is a preferred
- Excellent written and verbal communication skills
Other Requirements
- Must be able to work events, multiple shifts, long hours, weekends, and holidays
- Ability to work with limited supervision and interact with all levels of staff and management
COMPENSATION
Competitive salary, commensurate with experience, and a generous benefits package that includes medical, dental, vision, life and disability insurance, paid vacation, and 401k plan.
WORKING CONDITIONS
Location: KFC Yum! Center, Louisville, KY
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 accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Physical ability to move quickly throughout arena for extended periods
- Stand for long hours during events
- Kneel, stoop, reach, crawl and climb when necessary
- Lift or move items up to 50 pounds periodically
- Work indoors and outdoors depending on event needs.
- Work in environments with loud noise, weather exposure and operational equipment
NOTE:
The essential responsibilities of this position are described below the above headings. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.
Legends Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.
