Security & Guest Services Supervisor

ASM Global • Rochester, MN

21h • $40,000 - $45,000 • Onsite

About The Position

The Security & Guest Services Supervisor supports the Security Manager by overseeing daily security and Guest Relations operations, primarily during evenings and events. Serving as the on-duty Security Event Lead, this role supervises Security Officers and Guest Services staff, ensuring compliance with departmental policies and maintaining high operational standards. The supervisor assists with hiring, training, scheduling, payroll, performance management, and documentation, including incident reporting and weekly audits. Additional responsibilities include coordinating event security coverage, conducting patrols and safety inspections, managing equipment and supply readiness, de-escalating incidents, and fostering a safe, professional, and welcoming environment aligned with Mayo Civic Center’s guest service standards.

Requirements

• 2–3 years of experience in security, public safety, law enforcement, military, or venue/event security
• At least 1–2 years in a supervisory or team lead role
• Experience creating staff schedules and managing shift coverage
• Experience writing incident reports and enforcing policies
• Demonstrated ability to de-escalate conflict and manage high-pressure situations
• Ability to work a flexible, event-driven schedule, with primary availability during evenings and weekends
• Demonstrated ability to lead, motivate, and hold staff accountable to successfully achieve Security Department goals and performance standards.
• Ability to professionally represent the Security & Guest Services Department with integrity and sound judgment at all times.
• Proven ability to build and maintain strong working relationships with employees, department leaders, and cross-functional teams throughout the organization.
• Ability to work independently, assess dynamic situations quickly, and implement appropriate and timely solutions.
• Strong decision-making skills with the ability to remain effective and composed during emergencies or high-pressure situations.
• Ability to accurately observe, document, and recall critical information for reporting and follow-up purposes.
• Skilled in conflict resolution and de-escalation, maintaining professionalism and calm communication during stressful interactions.
• Ability to exercise discretion, maintain confidentiality, and demonstrate professionalism in sensitive matters.

Nice To Haves

• Associate or bachelor’s degree in one of the following: Criminal Justice Emergency Management Hospitality Management Business Management Public Administration or related field
• Experience in a convention center, arena, performing arts center, stadium, or large public assembly facility
• Experience managing part-time or event-based staff
• Payroll and workforce management system experience
• Experience coordinating with local law enforcement and emergency responders

Responsibilities

• Oversee daily operations of the Guest Relations Desk and building security functions, with primary focus on evening and event coverage.
• Serve as the on-duty Security Event Lead, supervising Security Officers and Guest Services staff during events.
• Assist with recruitment, hiring, training, scheduling, payroll, and overall staff supervision.
• Ensure Security Guards consistently follow department and company policies and procedures as established by the Security Manager and Director of Events & Production.
• Monitor officer performance and daily responsibilities to ensure operational standards are met.
• Hold team members accountable for policy violations or performance deficiencies; administer corrective and disciplinary action when necessary.
• Create and review detailed incident and accident reports for all occurrences on property.
• Create or review detailed reports of all incidents/accidents that occur on company property.
• Conduct weekly audits of security documentation to ensure accuracy, organization, and proper record retention.
• Ensure all documents are neatly and accurately filed for future reference.
• Assist in developing and managing monthly shift schedules for security guards and guest service team members, ensuring appropriate staffing coverage to meet operational and event needs, while also overseeing weekly inventory of security supplies and conducting daily inspections of equipment to maintain readiness and functionality.
• Conduct routine interior and exterior patrols, oversee security during event load-in and load-out for concerts, sporting events, and other large-scale gatherings, and perform regular inspections and audits to proactively identify safety concerns while ensuring departmental standards and venue protocols are consistently upheld.
• Maintain professional interaction with guests, clients, venue management, and team members.
• De-escalate and resolve incidents involving guests or staff in violation of venue or corporate policies.
• Support a safe, secure, and welcoming environment that aligns with the Mayo Civic Center’s guest service standards.
• Perform additional duties as assigned by the Security Manager or Director of Guest Services & Security
• Other duties as assigned

Benefits

• Competitive salary, commensurate with experience, and a generous benefits package that includes medical, dental, vision, life and disability insurance, paid vacation, and 401k plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree