Security & Guest Services Coordinator

ASM Global•Tucson, AZ

10d•Onsite

About The Position

The Security and Guest Services Coordinator is responsible for overseeing daily aspects of venue security, guest services and experience, emergency preparedness, and facility access and crowd control for the Tucson Convention Center, including the Tucson Arena, Linda Ronstadt Music Hall, and Leo Rich Theater. The ideal candidate will bring strong guest experience leadership qualities coupled with emergency response preparedness, and event security experience.

Requirements

High School diploma or G.E.D. preferred
A minimum of 1-year-related experience and/or training; or equivalent combination of education and experience
Prior supervisory experience, including the ability to direct, train, motivate and evaluate staff.
Must be able to provide clear and effective directions to staff in emergency response situations.
Operate a personal computer using Windows, Word, Excel, Power Point and other standard office equipment.
Must be willing and able to work nights, weekends, and holidays.
Working knowledge of OSHA regulations and workplace safety program
Operate a portable radio and standard office equipment including copier and fax machine
Organize and prioritize work to meet deadlines
Maintain an effective working relationship with clients, employees, guests, and others
Be licensed and insured to operate a motor vehicle in the United States
Strong conflict resolution and de-escalation skills required

Responsibilities

Provide excellent customer service by welcoming guests to the venue, being knowledgeable of venue layout, programs and policies.
Answer questions, direct and/or escort guests to important areas of the venue and provide additional assistance whenever necessary.
Handle any disturbances or problems that arise during an event or at the facility.
Tour facility, examining doors, windows, and gates to ensure they are secure.
Assist with crowd control inside and outside of premises when necessary.
Assist in implementing security programs, procedures, and access control systems to ensure the safety of staff, guests, performers, vendors, and property.
Recognize potential guest and safety issues, report incidents and concerns to manager or director.
Direct, train, mentor, schedule, and evaluate all full time and part time security and guest services staff.
Monitor facilities to ensure compliance with venue policies, including prohibited items, smoking regulations, ticket requirements, and re-entry procedures.
Assist in implementing and maintaining security and life-safety policies, procedures, and emergency response plans.
Respond calmly and professionally during emergencies by directing guests to designated safe locations and assisting emergency personnel as needed.
Conduct regular event briefings.
Create briefing, deployment, and sign in sheets for each event.
Lead staff during emergency response situations and provide clear direction during high-pressure environments.
Liaise with third party vendors in coordinating and scheduling temporary staff or security personnel. Conduct pre-event briefings and supervise temporary staff throughout their scheduled shift.
Supports Security and Guest Services coverage for events, including nights, weekends, holidays, and on-call responsibilities as needed.
Assign and prioritize daily work activities; monitor workflow and staff performance.
Demonstrated ability to effectively de-escalate conflicts and manage challenging situations in a calm, professional manner.
Implement facility rules, regulation policies, and procedures.
Work collaboratively with Operations, Security, Event Staff, Box Office personnel, and management.
Act in a professional manner with clients, employees, exhibitors, patrons, and others encountered in the course of employment.
All other duties and responsibilities as assigned.
Carries out supervisory responsibilities in accordance with all Legends Global policies and applicable laws. Responsibilities include interviewing, hiring, training, coaching, assigning and directing work, appraising performance, rewarding and disciplining employees, addressing complaints, resolving problems, and fostering a positive and collaborative work environment.