Summary

The Event Services & Security Resource Integration Manager has the responsibility of developing and integrating various initiatives and programs, including Staff training and evaluation, within the Event Services & Security department. Certain initiatives and programs may tier across other departments within Columbus Blue Jackets Arena Management (CBJAM) and Columbus Blue Jackets (CBJ) organizations.

The Event Services & Security team consists of Full Time and Part Time Staff who cover roles associated with Guest Services (face-to-face people interaction) and Security (back of house as well as face-to-face people interaction). Guest Services role positions include a Part Time Staff of Ticket Scanners, Ushers, Premium Service Concierge, Ambassadors and Supervisors. Security role positions include both Full Time and Part Time Guards focused on the safety and welfare of persons at Nationwide Arena.

With direct influence from the Guest Services Manager and reporting to the Director of Event Services & Security, the Event Services & Security Resource Integration Manager’s call to action will require the candidate to have notable experience with training programs development, integration and facilitation, specifically for Staff of various demographics who perform their duties in a dynamic, Guest-facing environment.

Experience in Guest Service and Training/Educating is a must. Developing and integrating Staff recognition is an important part of the candidate’s experience. Regular evaluation of Staff to ensure standards are consistently met or exceeded is a key duty of this role. Proficiency in talent recruitment is desired.

A successful candidate is a positive unifier, skilled with leading stakeholders along the journey of instilling great Guest Service outwardly and Team Comradery within our Staff.

Essential Duties and Responsibilities include the following. Other duties will be assigned.

Work closely with the Guest Services Manager (primary influencer), Security & Emergency Services Director, and Event Services & Security Coordinator to accomplish departmental duties and responsibilities.
Demonstrate strong project management and organizational skills with an ability to independently manage multiple projects in a fast paced, dynamic environment.
Develop, integrate and facilitate training programs such as New Hire, Staff Refresher and On-The-Job oriented seminars which would be hosted during traditional and non-traditional hours of work based on the dynamic nature of our business.
Develop supplemental training materials such as job aids, procedural documentation and participant take-away materials.
Build and maintain working relationships with internal Subject Matter Experts to review and edit training materials, facilitating the timely accomplishment of project deliverables.
Display experience in demonstrating the combination of technical knowledge and soft (interpersonal) skills to effectively achieve goals when approaching programming development for Staff.
Possess the ability to synthesize and communicate complex information in a clear and effective manner.
Demonstrate experience in gaining influence and engaging cross-generational audiences.
Document all participation of training programs and maintain active records including any relative metrics.
Assess Staff retention of knowledge and performance quality following the completion of various training programs which will include some presence at live events beyond standard hours of work.
Provide a proactive drive toward individual and holistic Staff professional development.
Analyze and find solutions for training disparities and necessities.
Engage third party organizations to facilitate specialized training programs in areas including safety, security and additional subject matter deemed beneficial to the department.
Develop new and expand existing Staff recognition programs.
Stay up to date with the latest trends associated with training programs and Staff engagement with a goal of implementing best practices.
Have a visionary approach to the initiatives undertaken, ensuring a consistent theme and direction is championed.
Strategize with other organizational Senior Leaders to explore ways in which departmental training and Staff recognition programs could benefit their areas as well.
Envision programming developed and integrated for Staff as part of a holistic approach to recruit new candidates to the department.
Engage various talent pool organizations to recruit new candidates to this and other departments within the organization.
Seek and partner with high performing Staff to obtain their feedback and on-site support to increase the viability of implementing and facilitating the programming developed to drive efficiency.
Serve as a beacon for Staff excellence, harboring a spirit of openness to all those interacted with.

Supervisory Responsibilities

With direct influence from the Guest Services Manager (organizational chart dotted line) and reporting to the Director of Event Services & Security (organizational chart solid line), although direct reports are not aligned with this role, the ability to carry oneself from a supervisory mindset with a salaried position (Event Services & Security Coordinator) and hourly positions (Full Time and Part Time Staff) in the hundreds in number is required.

Serving as a positive role model for all those within Columbus Blue Jackets Arena Management (CBJAM) and Columbus Blue Jackets (CBJ) as well as with on-site corporate Partners and vendors is expected at all times.

Competencies

To perform the role successfully, an individual should demonstrate the following competencies:

Adaptability – Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays or unexpected situations.

Attendance/Punctuality – Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.

Communication – Expresses ideas and thoughts with professionalism verbally and in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.

Conflict Resolution – Encourages open communication; confronts difficult situations; maintains objectivity; keeps emotions under control; uses negotiation skills to resolve conflicts.

Dependability – Follows instructions and responds to Senior Leadership direction; takes responsibility for own actions; keeps commitments; commits to non-traditional work hours; completes tasks on time or notifies appropriate person(s) with an alternate plan.

Leadership – Conducts themselves in a way that provides strong leadership skills and execution within the Company and Staff at all levels.

Safety and Security – Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.

Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and drive group commitments to goals and objectives; supports holistic efforts to succeed.

Use of Technology – Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps skills up to date.

Qualifications

To perform this role successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Bachelor’s Degree from a four-year college or university and minimum of (5) years of experience in the development, integration and facilitation of Staff training programs with a Guest Services mindset. Experience in the event management industry is highly preferred but not required. Experience in education and/or human resources duties a notable consideration. Experience with safety and/or security subject matter is valued. Proficiency in talent recruitment is desired. Supervisory experience is required and/or equivalent of a combination of education and experience.

Valid Driver’s License is required.

Computer Skills

To perform this role successfully, an individual should have considerable knowledge of utilizing Microsoft Office and computer applications related to presentation creation and facilitation. Experience with using technology to communicate with Staff directly in various methods (email, survey, mobile applications, etc.) is required.

Physical Demands

The physical demands described here are representative of those that must be met by the candidate to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this role, the candidate is regularly required to talk or hear. The candidate is frequently required to stand, walk and sit. The candidate is occasionally required to use hands to handle or feel and reach with hands and arms. The candidate must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this role include close vision, distance vision, peripheral vision and depth perception.

Work Environment

The work environment characteristics described here are representative of those a candidate encounters while performing the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this role, the candidate may be exposed to outside weather conditions at times. The noise level in the work environment is usually moderate with opportunities for sustained high noise levels during select events.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.