POSITION: Manager of Events & Guest Services

DEPARTMENT: Event Services

REPORTS TO: Sr. Manager of Events & Guest Services

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 Event & Guest Services Manager prepares for and executes events such as concerts, athletic events, family shows, conventions and corporate functions.

Essential Duties and Responsibilities

• Serves as primary, on-site, point of contact on behalf of the venue in order to carry out the necessary actions to make each event successful Develops an understanding of each department’s policies and procedures in order to coordinate and plan all aspects of each assigned event.
• Communicates with various departments so that appropriate staff members are made aware of event needs. Develops and updates production notes and schedules so that staff is properly informed of timelines and all information pertaining to each event.
• Patrols and inspects the building to ensure readiness prior to each event and takes corrective action where needed.  Identifies and manages issues during events in order to ensure excellent service to clients Assists in enforcing venue rules, policies, and procedures to ensure that clients and tenants are abiding by contractual obligations.
• Collaborates with the University of Louisville to plan all aspects related to the building operation for NCAA games.
• Works with the Box Office and production teams in order to develop CAD drawings for ticketed events
• Collaborates with finance to estimate costs associated with productions.
• Compiles and reviews MOD report notes following each event so that appropriate staff is informed of all incidents.  Follows up with any issues that are noted.
• Coordinates with first aid provider in order to assign appropriate first aid staffing for each event.
• Create and submit staffing plans to facility third party provider and internal departments in a timely manner in order to maintain outstanding guest services at all arena events. 
• Create cost estimates for each event and present in a timely manner to Finance and General Manager for approval.
• Serve as escalation point to guest inquiries, concerns and/or complaints effectively and calmly interacting with guests and employees both during events and after.
• Enforce and regulate venue security policies and procedures to ensure the highest level of safety for staff and guests. Ensure the proper documentation of incident reports and report to executive management incidents and make immediate decisions and communicate with guest services staff in emergency situations.
• Provide necessary training, support and guidance to guest services and security staff.

SUPERVISORY RESPONSIBILITIES

Carries out supervisory responsibilities 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) 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.
• Must be able to handle highly sensitive and confidential information
• 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.
• 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: On Site (KFC Yum! Center)

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.