Job Description

Job Title: Los Angeles NBA Arena Guest Services Manager

Reports To: Los Angeles NBA Arena Account Manager

Supervises Others: Yes

FLSA Status: Exempt

COMMITMENT: Full-time

COMPENSATION: $72,000 – 75,000 Annually

BENEFITS: 401(k) and Life Insurance, Vacation Time, Dental Insurance, Medical Insurance, Voluntary Life Insurance, Vision Care Insurance, Direct Deposit, ESOP – Employee stock ownership program, Relocation Stipend, Paid Travel, Long/Short Term Disability, Management Growth & Development Plan, Mentorship Program, Bonus Opportunities, Corporate Trainings

ABOUT CONTEMPORARY SERVICES CORPORATION (CSC):

Established in 1967, CSC is the world leader in crowd management and event security. CSC’s esteemed clientele base includes more than 120 stadiums and arenas, over 100 universities and scholastic institutions, more than 49 convention centers, and numerous clients within the professional ranks of MLB, MLS, NBA, NFL, NHL, and NASCAR. CSC has also provided services for the world’s most prestigious special events, including Collegiate Bowl Games, NCAA Final Four Tournaments, Ryder Cup, Presidents Cup, US Open Tennis, Kentucky Derby, 30 Super Bowls, 10 Olympic Games, 4 Presidential Inaugurations, 3 Papal Visits, and 2 FIFA World Cups. CSC operates 49 branch locations throughout the United States and Canada. For more information, please visit our website www.csc-usa.com

GENERAL PURPOSE OF THE JOB:

The Los Angeles NBA Arena Guest Services Manager will manage CSC's guest services footprint at the arena, building strong relationships with the Los Angeles Arena management team. This position is the principal liaison between the Los Angeles NBA Arena Account Manager and event day staff. Additionally, the position will develop guest services staffing plans, deployments, and event estimates for the arena, create venue-specific guest services training curriculums and operational guidelines, event day leadership continuity plans, and be present at all major events to mitigate potential guest services issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES: The duties below reflect the minimum requirements for this position.

• Manages CSC’s guest services footprint at the Los Angeles NBA Arena
• Build, develop, and maintain strong relationships with the new client, identifying their needs and exceeding their expectations.
• Serve as the principal liaison between the Los Angeles NBA Arena Account Manager and event day staff.
• Must attend meetings and/or serve on committees as the face of the organization, with the ability to speak on behalf of CSC as it relates to the arena's events and visitor safety for emergency situations.
• Communicates with and “briefs” guest services staff, guest services supervisors, and area directors.
• Proactively identify and address potential guest concerns.
• Develops and maintains guest services staffing plans, deployments, and event estimates for the Los Angeles NBA Arena.
• Prepares all paperwork, ensures uniform and equipment requests are submitted, and completes all assigned tasks as planned.
• Create, edit, or maintain venue-specific guest services training curriculums, operational guidelines, and other content specific to the arena campus.
• Create, manage, or edit event day leadership continuity plans, venue guest services operation manuals, standard operating procedures, or other policy-driven mandates and guidelines.
• Will be present at all major events at the arena with the ability to mitigate any potential guest issues that may arise.
• Identifies legal requirements and government regulations regarding training functions to ensure policies, procedures, and documentation follow local/state/federal reporting processes.
• Travels to various job sites to provide field assistance; assists with additional projects and other branch-related assignments.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

Directly supervises CSC’s Los Angeles NBA Arena guest services team, event day leadership, and front-line staff at events or as a project lead in conjunction with ongoing stated objectives or event needs. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Some responsibilities will include interviewing, hiring, training, coaching, mentoring, and counseling employees to assist in their individual growth and success.  Provides performance evaluations, resolves conflicts, and ensures optimum utilization of all resources (people and material).

SKILLS:

• Ability to maintain good client/customer relations and work in a team setting.
• Ability to speak effectively before groups of employees, applicants, customers, or organizations.
• Must be able to manage over 100 supervisors and staff responsible for event activities.
• Possess good verbal/written communication skills and people management skills.
• Ability to work in a fast-paced, high-pressure environment and make sound decisions quickly.
• Work necessary hours needed to complete job preparation in addition to mandatory event hours.
• Walking significant distances, including up and down stairs, as required to roam throughout the venue.
• Complete mandated industry training as assigned.

EDUCATION AND/OR EXPERIENCE:

Bachelor's degree; five years of related work experience in the NBA; three years of general related experience in guest services and customer relations, crowd management, military, law enforcement, TSA, or other government-related experience is helpful; or any equivalent combination of the above-mentioned will be considered.

LANGUAGE ABILITY:

Ability to read and interpret documents such as administrative licensing and training rules, regulations, and procedure manuals. Ability to write curriculum and materials related to and as required by the Company’s guest services and other licensing and training needs. Ability to speak effectively before large groups of customers or employees of an organization.

MATH ABILITY:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

COMPUTER & EQUIPMENT SKILLS:

To perform this job successfully, an individual should have proficient knowledge of Microsoft Word, Microsoft Excel, Microsoft Explorer, Microsoft Outlook, Microsoft PowerPoint, and Microsoft SharePoint. Must become proficient in the company Protatech Scheduling program (WISH).