Director of Event Services

DIRECTOR OF EVENT SERVICES

The job :

Frontwave Arena is seeking a Director of Event Services for our 7,500 capacity indoor entertainment and sports arena responsible for providing leadership and direction for successful front-of-house event services, event security, physical security, and safety programs at Frontwave Arena.

The successful candidate will be forward-thinking, taking proactive initiatives with a steadfast focus on security, safety, and customer service.

The Director of Event Services will lead a talented team of event professionals to deliver exceptional service and ensure the success of every event hosted at our venue.

This role will be reporting directly to the Chief Operating Officer.

Who are you?

Passionate and motivated. Driven, with an entrepreneurial spirit. Resourceful, innovative, forward thinking and committed.

What you will do :

• Develop and implement strategic plans to optimize event operations, enhance customer satisfaction, and drive revenue growth.
• Collaborate with internal departments, external vendors, and event organizers to plan and execute a wide range of events, from conception to completion.
• Manage the event planning process, including budgeting, scheduling, logistics, and vendor negotiations, while ensuring adherence to deadlines and quality standards.
• Serve as the primary point of contact for event organizers, sponsors, and other stakeholders, building and maintaining strong relationships to ensure the successful execution of events.
• Ensure compliance with all relevant regulations, safety standards, and contractual obligations, while mitigating risks and addressing any issues that may arise during events.
• Monitor event performance metrics, analyze feedback, and implement strategies to enhance the overall guest experience and achieve organizational goals.
• Stay abreast of industry trends, best practices, and emerging technologies to drive innovation and maintain Frontwave Arena's position as a leading entertainment destination.

Event and Venue Safety

Direct venue response to emergency situations; ensure that staff members carry out duties as assigned. Ensure Emergency Response Plans are implemented and followed.

Communicate with emergency service personnel, both internally and externally, before, during, and after emergencies.

• Serve as key liaison for the organization to public safety leaders within the community including local, state, and federal law enforcement.
• Oversee physical security systems on the site, including in-house security camera systems, access control, ID badges, keying systems, and security software systems.
• Compile all arena and event accident and incident reports recording relevant statistics. Provide personnel security guidance and support HR as needed, including such work as employee investigations, etc.
• Oversee the operational requirements of the security department, including 24 / 7 watch team, to ensure the optimum and most cost-effective use of personnel and equipment.
• Develop and implement necessary event services, safety, and security training for venue personnel. Continuously review and update as needed.

Event Service Management

• Responsible for front-of-house event management; ensure all advance planning is done in a timely manner; work closely with all departments and vendors to ensure all event details are carried out successfully.
• Coordinate with managers and ensure proper levels of event staff are in place for all events based on the size and type of crowd.

Responsible for scheduling and coordination of all necessary security personnel, including law enforcement, EMT, and fire, for each event.

Provide regular pre- and post-event updates to senior management.

• Maintain life safety requirements to ensure all guests in attendance are in a safe and secure environment. Develop, implement, and ensure crowd management procedures and processes are deployed to protect patrons.
• Rotate with other event personnel to function as Manager-On-Duty (MOD) for events. Coordinate training of MOD program and assign staff to be MOD.
• Handle guest complaints and related problems in an effective, professional, and respectful manner.
• Establish new standards of customer service by working with departments in the facility. Strive for and encourage your team to think creatively on improving customer experiences and team efficiencies.
• Serve as liaison with guests, vendors, clients, and community leaders to ensure the highest level of customer service.

Event Services Financial Leadership

• Oversee the budget and prepare forecasts for event services and security department operations.
• Develop strategies and tactics for controlling event costs while maintaining quality and safety.

Event Services Policies and Procedures

• Develop policies and procedures for event services and security and monitor their compliance.
• Develop and oversee Emergency Operation Plan.
• Develop disaster recovery programs to ensure guest and employee safety and facilitate training programs to ensure team members are prepared.
• Oversee coordination of emergency evacuation drills and exercises. Confer with external and internal partners to improve current emergency procedures and update Emergency Procedures Manuals annually.

Event Services Supervision and Management

• Lead and mentor a team of event managers, coordinators, operations staff, and support personnel, fostering a culture of teamwork, accountability, and continuous improvement.
• Train and evaluate all staff under your supervision.
• Plan, organize, and assign all day-to-day work assignments for your team.
• Maintain positive employer / employee relations and labor relations.
• Assist with employee development and coach department personnel to work to full potential.
• Recognize employees who meet or exceed expected levels of performance.
• Identify corrective actions for employees whose performance or conduct does not meet required levels.
• Develop strong collaborative relationships, both with internal colleagues across departments, and with external vendors, partners, clients, community leaders, and public safety agencies.
• Develop new processes to improve venue operations, streamline work processes and procedures, and improve customer and client services.

Work cooperatively and jointly to build a team culture.

Qualifications :

• Bachelor’s degree from an accredited four-year college or university.
• Minimum seven years of industry (live sports and entertainment) experience.
• Minimum five years of event management experience with a proven track record of success in organizing and executing large-scale (over 3,000) ticketed live events in arena or similar venues.
• Working knowledge of the principles of facility management, services, and equipment for a similar facility.
• Strong leadership and team-building skills, with the ability to inspire and motivate staff to deliver exceptional results in a fast-paced environment.
• Excellent organizational, communication, and interpersonal skills, with the ability to effectively interact with diverse stakeholders at all levels.
• Proficiency in event management software, project management tools, and Microsoft Office suite.
• Knowledge of industry regulations, safety standards, and best practices for event management and venue operations.
• Flexibility to work evenings, weekends, and holidays as required by the demands of the event schedule.
• Excellent organizational, planning, and interpersonal skills with ability to effectively coordinate multiple projects simultaneously while managing another.
• Must be able to walk / stand / sit for long periods of time.
• Passion for delivering memorable experiences and creating moments of joy and excitement for event attendees.

Salary Range : Base compensation ranging from $100,000 to $120,000.

Benefits and Perks :

• Medical, Dental and Vision benefits
• Paid time off policy including holidays and sick time
• 401(k) program

Equal Employment Opportunity :

Frontwave Arena is an equal opportunity employer. Frontwave Arena provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification.

Equal employment opportunity includes, but is not limited to, hiring, training, promotion, demotion, transfer, leaves of absence, and termination.

Frontwave Arena takes allegations of discrimination, harassment, and retaliation seriously and will promptly investigate when such behavior is reported.

Hiring Practices :

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification.

It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Frontwave Arena recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner.

Frontwave Arena may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.

Please note that any compensation information provided is a good faith estimate for this position only. Frontwave Arena takes into consideration a candidate’s education, training, and experience, as well as the venue’s location, expected quality and quantity of work, external market, and internal value, including seniority and merit systems, and internal pay alignment when determining the salary level for potential new employees.