Event & Guest Services Manager

KFC YUM! CENTER operated by ASM Global is a multi-use entertainment venue in Louisville, Kentucky. The KFC Yum! Center offers a variety of world class events including concerts, family shows, sporting events and other special events, while providing a clean and safe environment and guaranteeing the ideal entertainment guest experience and satisfaction.ASM Global houses offices on five continents, the company uses its global network of venues, portfolio of powerful sports and music brands, ticketing and content distribution platforms and its integrated entertainment districts to deliver the most creative and innovative live sports and entertainment experiences that inspire athletes, teams, artists and fans.Position Summary:The Event & Guest Services Manager prepares for and executes events such as concerts, athletic events, family shows, conventions and corporate functions.Essential Functions:

Serves as primary, on-site, point of contact on behalf of the venue in order to carry out the necessary actions to make each event successful Develops an understanding of each department’s policies and procedures in order to coordinate and plan all aspects of each assigned event.

Communicates with various departments so that appropriate staff members are made aware of event needs. Develops and updates production notes and schedules so that staff is properly informed of timelines and all information pertaining to each event.

Patrols and inspects the building to ensure readiness prior to each event and takes corrective action where needed. Identifies and manages issues during events in order to ensure excellent service to clients Assists in enforcing venue rules, policies, and procedures to ensure that clients and tenants are abiding by contractual obligations.

Collaborates with the University of Louisville to plan all aspects related to the building operation for NCAA games.

Works with the Box Office and production teams in order to develop CAD drawings for ticketed events

Collaborates with finance to estimate costs associated with productions.

Compiles and reviews MOD report notes following each event so that appropriate staff is informed of all incidents. Follows up with any issues that are noted.

Coordinates with first aid provider in order to assign appropriate first aid staffing for each event.

Create and submit staffing plans to facility third party provider and internal departments in a timely manner in order to maintain outstanding guest services at all arena events. Create schedules for PT ASM guest services staff and manage timekeeping function for department in ABI.

Create cost estimates for each event and present in a timely manner to Finance and General Manager for approval.

Serve as escalation point to guest inquiries, concerns and/or complaints effectively and calmly interacting with guests and employees both during events and after.

Enforce and regulate venue security policies and procedures to ensure the highest level of safety for staff and guests. Ensure the proper documentation of incident reports and report to executive management incidents and make immediately decisions and communicate with guest services staff in emergency situations.

Provide necessary training, support and guidance to guest services and security staff.

Assist with the event and guest services management as needed at other ASM Global venues

Requirements:

A minimum education level of: BA/BS Degree (4-year)

A minimum of 5 years of related work experience

Must be highly organized and able to handle multiple projects simultaneously, resolving conflicts as necessary

Must exhibit excellent leadership, problem-solving and communication skills

Must be able to handle highly sensitive and confidential information

Must be able to work events, multiple shifts, long hours, weekends, and holidays as needed

Must be able to move about quickly throughout arena

The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.