KFC Yum! Center - Event Manager

ASM Global•Louisville, KY

2d•Onsite

About The Position

The KFC Yum! Center, operated by Legends Global, is a multi-use entertainment venue in Louisville, Kentucky, hosting a variety of world-class events including concerts, family shows, sporting events, and special events. Legends Global aims to provide a clean, safe environment and guarantee an ideal entertainment guest experience and satisfaction. The company has offices on five continents and utilizes its global network, sports and music brands, ticketing and content distribution platforms, and integrated entertainment districts to deliver innovative live sports and entertainment experiences. The Event & Guest Services Manager is responsible for preparing for and executing events such as concerts, athletic events, family shows, conventions, and corporate functions. This role serves as the primary on-site point of contact for the venue, ensuring the success of each event by understanding and coordinating departmental policies and procedures. The manager communicates with various departments to inform them of event needs, develops and updates production notes and schedules, and inspects the building for readiness. They identify and manage issues during events to ensure excellent client service, assist in enforcing venue rules and policies, and collaborate with the University of Louisville for NCAA games. Additionally, the role involves working with the Box Office and production teams on CAD drawings, collaborating with finance on cost estimations, and compiling MOD reports. The manager also coordinates with first aid providers, creates and submits staffing plans, and serves as an escalation point for guest inquiries and complaints. Enforcement of venue security policies and procedures, documentation of incident reports, and provision of training to guest services and security staff are also key responsibilities.

Requirements

A minimum education level of: BA/BS Degree (4-year)
A minimum of 5 years of related work experience
Must be highly organized and able to handle multiple projects simultaneously, resolving conflicts as necessary
Must exhibit excellent leadership, problem-solving and communication skills
Must be able to handle highly sensitive and confidential information
Must be able to work events, multiple shifts, long hours, weekends, and holidays as needed
Must be able to move about quickly throughout arena

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 immediately decisions and communicate with guest services staff in emergency situations.
Provide necessary training, support and guidance to guest services and security staff.