Event Services Leader (Guest Services Manager)
Indiana University

Job Info

Special Instructions Summary

Applicants are strongly encouraged to apply by Monday, March 19th, 2021.

Department

AUDITORIUM (BA-AUTM-IUBLA)

Department Information

Known for its presentation of a wide variety of events from the latest popular concerts and Broadway attractions to university ceremonies and conference events, IU Auditorium is a 3,200-seat proscenium venue that has been a model of campus and community programming and engagement since it opened in 1941. We are excited to bring into our Auditorium family a dynamic team member who can continue our tradition of excellent guest services, serving and engaging with diverse audiences at our world-class venue.

Job Summary

Working within our vibrant University community and alongside a strong team, including student employees and volunteers, the Guest Services Manager's primary responsibility is ensuring the safety and well-being of visitors to the Auditorium by coordinating all student and non-student staff, creating and implementing training and programs, and managing event planning and execution efforts for over 200 events per year.

Serves as the chief guest services officer to over 250,000 guests annually and is responsible for ensuring all visitors receive exceptional service and the Auditorium is presenting the best possible image to its guests, clients, and performers. This position is responsible for hiring and staffing three Auditorium departments and actively supervises two full-time and over 60 part-time front-of-house employees, and 500-600 volunteers. Creates schedules, assigns duties, and procures and delegates resources for all Auditorium public events and programs. This position also provides assistance and coverage of off-site events handled by the Auditorium's Event Services unit, including events at Assembly Hall, Memorial Stadium, and other IU facilities. Creates and manages a $300,000 annual budget for Auditorium Concessions, Guest Services, and Building Services departments including payroll, capital expenditures, and contracted services.

In response to the novel coronavirus (COVID-19) pandemic, the Guest Services Manager has adjusted duties from those responsibilities this position typically has at IU Auditorium. During the pandemic, this position serves an important role in ensuring campus has a safe option for cultural and student-centric events. Creates schedules, assigns duties, and procures and delegates resources in relation to IU Auditorium Open Air Venues. This position also staffs and oversees events at IU Auditorium Open Air Venues. Provides assistance and coverage of mitigation testing sites as needed.

Required Qualifications

Bachelor's degree in business or a related field and two years of experience in business, conferences, events, customer service, or a related field.

Combinations of related education and experience may be considered.

Demonstrated knowledge of event staffing, crowd management, event security, public assembly facility emergency protocols, and event ticketing. Excellent interpersonal and intercultural communication skills, including the ability to establish and maintain internal and external relationships, and effectively and tactfully deal with the public, donors, sponsors, and VIPs. Possess an interest, enthusiasm, and affinity for working with people. Ability to work well in multicultural teams and with diverse constituencies. Self-motivated, work well under pressure, with ability to handle several projects at one time. Ability to exercise good judgment, excellent problem solving skills, and strong diplomacy skills. Knowledge of effective management principles, including human resource and supervisory. Ability to interpret, implement, and create written procedures and policies and the ability to assess office needs (make recommendations on staffing, equipment, and other program requirements). Experience ensuring compliance with the Americans with Disabilities Act and Life Safety Code. Strong organization, computer, and financial management skills.

Working Conditions / Demands

This role regularly requires the ability to effectively communicate. This role frequently requires the ability to handle cash and equipment. This role frequently requires the ability to remain stationary and ascend/descend ladders/stairs. This role requires the ability to move objects weighing up to 25 pounds. The role requires the ability to detect items in close proximity as well as far away; discern between colors; detect objects in peripheral space of self; discern items in detail; and to have good depth perception. The person in this role must be able to perform the essential functions with or without an accommodation.

This job often requires working on evenings, weekends, and holidays.

Job Classification

Career Level: Operational

FLSA: Exempt

Job Function: Operations

Job Family: Events

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Posting Disclaimer

Due to the COVID-19 pandemic, there may be differences in the working conditions as advertised in our standard job postings (e.g., the ability to travel from one campus to another, etc.). If you are invited for an interview, please discuss your questions or concerns regarding the working conditions at that time.

This posting is scheduled to close at 11:59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.

If you wish to include a cover letter, you may include it with your resume when uploading attachments.

Equal Employment Opportunity

Indiana University is an equal employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for employment without regard to age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status. Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX. Questions or complaints regarding Title IX may be referred to the U.S. Department of Education Office for Civil Rights or the university Title IX Coordinator. See Indiana University's Notice of Non-Discrimination here which includes contact information.

Campus Safety and Security

The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online. You may also request a physical copy by emailing IU Public Safety at iups@iu.edu or by visiting IUPD.

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