Vice President Guest Experience and Security

POSITION OVERVIEW

Responsible for creating, implementing, maintaining and evaluating the guest experience and service standards across all front-of-house staff. Responsible for the overall direction and management specific to the Guest Services and Security departments. Plans, directs and oversees ongoing development and implementation of comprehensive guest relations, crowd management, and security programs and processes for American Airlines Center to ensure the safety of the facility, employees and guests.

ESSENTIAL FUNCTIONS

• Creates a framework for our guest experience and security by assembling organizational leaders to act as champions and decision makers regarding prioritization of key initiatives, both short term and long term.
• Develops programs, policies and procedures to consistently provide the highest level of customer service to guests and assure effective coordination of activities during events and daily operations for all front-of-house staff.
• Directs the development and implementation of a comprehensive Security Plan to assess and mitigate risk, maintain continuity of operations and safeguard American Airlines Center and guests.
• Develops motivational programs to build enthusiasm and reward employees for work accomplishments.
• Manages customer service issues and provides solutions and service recovery. Deals directly with internal and external clients in regard to guest issues, events, and feedback.
• Creates, develops, and maintains comprehensive evaluation tools related to guest service philosophy and service standards. Solicits feedback and creates benchmarks to improve the fan experience. Oversees relationships with secret shopper and survey partners.
• Builds a positive work relationship with all departments in an effort to work together towards superior service levels.
• Equips and empowers the GSMT with the authority to lead, coach, train, mentor, and manage front of house staff to provide customer service that exceeds guest expectations. 
• Directly supervises 2 full-time employees (1 Director of Guest Services, 1 Director of Security),
• Oversees staff of 600+ employees to ensure the safety, security, and enjoyment of guests in accordance with company policies as well as state and federal laws (e.g. ADA).
• Facilitates a strong working relationship with HR team to ensure the GSMT is able to recruit, interview, select and train, capable and energetic employees according to established guidelines and necessary par levels.
• Oversees compliance with NBA, NHL and 3rd party (promoter) rules and regulations as it relates to fan experience and building security. Develops, executes, and continually monitors/evaluates training programs for game day staff so training is effective and meets building, team, and league standards.
• Develops and reviews emergency response and crisis management procedures for facility and oversees training related to such procedures.
• Stays current with security concerns/trends at all professional sports arenas, including local and national security threats and distributes information as necessary.
• Develops and maintains relationships with high-level, local, state, and federal law enforcement agencies to ensure current intelligence information regarding potential threats and coordinates tactical program for counter terrorist activities as necessary.
• Acts as liaison to Dallas Police, Fire Departments and EMS. Creates, plans, executes, and facilitates the policies and procedures for security officers, police, fire marshal, and paramedics in compliance with agency directives.
• Develops risk management plan to ensure proper investigations and inquiries are conducted into all matters that may adversely impact the safety and security of employees, the public or the arena. Ensures all Incident Reports are properly processed and maintained.
• Interfaces with all Security Officers and Dallas Police Officers to ensure the safety of facility perimeter including non-authorized ticket sellers, promotions, protestors, etc.  Distributes information regarding these matters as necessary.
• Prepares, reviews and updates cost analysis of staffing and event activities. Forecasts monthly data to determine departmental stated goals and objectives.
• Performs other duties as necessary.

EDUCATION/QUALIFICATIONS

The qualified individual personifies our core values of INTEGRITY, TEAMWORK, PASSION, and EXCELLENCE at all times.

• Bachelor's or associate Degree in hospitality business/hotel management or related field.
• 10 or more years of direct industry experience with 3-4 years in Guest Relations/Security or related operational experience within a fan-based environment, preferably in venues of 15,000 or more.
• 7 years of operational experience at a Director/Manager level.
• Exceptional oral & written communication skills, with experience in giving presentations to people at all levels, including staff, vendors, government officials, and C-suite executives.
• Practical experience in developing training courses and guides in order to meet the diverse needs of a large hourly staff as well as the ability to measure the success of the training.
• An understanding of feedback analysis in order to create actionable operational training.
• Demonstrated ability to build and develop professional relationships and influence senior leaders.
• Advanced writing skills with respect to developing training programs.
• Ability to pass licensing exam to acquire Company Manager license for the Class B Private Security Company within 3 months of hire.
• The ability to multitask and handle a broad spectrum of events simultaneously.
• A high energy, client service attitude.

PHYSICAL DEMANDS/WORK ENVIRONMENT

• Position requires extensive mobility to walk and to stand for up to 6 hours without a set break.
• Position requires extensive mobility to walk up and down aisles and stairs for up to 6 hours per event, and to move quickly between floors.
• Position requires the ability to walk, talk, see, and hear in order to communicate with internal and external customers, vendors, and business associates, and access full range of facility.
• Position requires the ability to lift and/or move up to 20 pounds unassisted.
• Must be able to work a flexible schedule, including nights, weekends and holiday as needed and to be present to respond to emergencies within a reasonable time and be present for events.

AMERICANS WITH DISABILITIES ACT - JOB ACCOMMODATION REQUESTS
Any individual who requests a job accommodation due to a physical or mental impairment will require a dialogue with Human Resources to determine if the individual can perform the essential duties of the job, with or without a reasonable accommodation. Medical documentation will be required to support any request for medical restrictions that impact job duties. 

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.