JOB DESCRIPTION

Title: Director of Event Services
Department: Event Services
Type: Full-time

Immediate Supervisor: Assistant General Manager
Supervision Exercised: Part-time Security, Guest Services, Event, and Parking Supervisors/Staff
Position Summary: The Director of Event Services provides strategic leadership and
operational oversight for all event-related functions, including Event
Services, Guest Services, Security, and Parking. This role is responsible
for delivering exceptional guest and client experiences, establishing
service standards, optimizing operational performance, and ensuring
safe, efficient execution of all events. The Director partners cross-
functionally to drive continuous improvement, revenue growth, first-rate
customer service, and premium experience innovation.

Areas of Responsibilities:
 Strategic Leadership & Operations
o Lead planning, execution, and evaluation of all events, ensuring alignment with
organizational goals, client expectations, and venue standards.
o Train and instruct employees.
o Respond to emergencies.
o Establish and implement service strategies, policies, and performance standards that
elevate guest experience and operational excellence.
o Serve as primary liaison with promoters, clients, and internal stakeholders to ensure
seamless coordination and execution.

 Event Planning & Execution
o Oversee event lifecycle from pre-event planning through execution and post-event
evaluation.
o Direct staffing strategies across security, guest services, parking, and safety personnel
to ensure appropriate coverage and compliance.
o Lead event operations meetings and ensure clear, timely communication across all
departments.

 Guest Experience & Service Excellence
o Define and implement customer service standards and premium experience initiatives.
o Monitor key performance indicators (KPIs) and drive continuous improvement in guest
and client satisfaction.
 Team Leadership & Development
o Provide leadership and direction to department managers and supervisors; oversee
hiring, training, performance management, and employee development.
o Build a high-performing, service-oriented culture focused on accountability, engagement,
and continuous improvement.

 Financial & Business Management
o Develop and manage departmental and event budgets; forecast revenues and control
expenses.
o Identify opportunities to improve profitability, efficiency, and resource utilization.
 Safety, Security & Compliance
o Oversee venue 24/7 security operations and event security planning and execution,
ensuring appropriate staffing, resource allocation, and service delivery.
o Conduct regular risk assessments and implement mitigation strategies to enhance
facility and event safety, including the development of safety programs, policies, and
procedures.
o Ensure compliance with all safety regulations, policies, state and federal regulations, and
industry standards.
o Oversee crowd management strategies and venue emergency preparedness planning.
o Serve as Manager on Duty during events, leading incident response and decision-
making in high-pressure situations.
 Stakeholder & Community Relations
o Develop and maintain strong relationships with internal partners and external agencies,
including local government, law enforcement, fire, and EMS.
o Collaborate with partners to enhance operational effectiveness and community
engagement.
 Continuous Improvement
o Analyze event outcomes and operational performance; deliver post-event reporting and
actionable insights.
o Recommend and implement process improvements, technology solutions, and best
practices.

 Perform other duties as assigned by senior leadership.

Qualifications:
 Bachelor’s degree in Sports/Event Management, Hospitality Management, Business, or related
field (or equivalent experience).
 Minimum of five (5) years of progressive leadership experience in large-scale event or venue
management.
 Demonstrated ability to lead teams, manage complex operations, and execute high-profile
events.

Preferred Qualifications:
 Experience in arenas or venues with ~12,000+ capacity.
 Law Enforcement background a plus.
 Proficiency with event management systems (e.g., Momentus Elite).
 Experience with incident management platforms (e.g., SwitchBase).
 Certifications in crowd management, venue safety, or industry programs (e.g., Trained Crowd
Manager, IAVM Venue Management School, IAVM Academy of Venue Safety & Security,
Certified Venue Professional (CVP)).

Knowledge, Skills, and Abilities:
 Strong strategic thinking and operational leadership capabilities.
 Proven ability to lead in fast-paced, high-pressure environments.
 Excellent communication and interpersonal skills with the ability to influence across all levels.
 Expertise in guest experience, event operations, and security coordination.
 Financial acumen, including budgeting and cost control.
 Highly organized with the ability to manage multiple priorities simultaneously.
 Knowledge of applicable safety codes and regulations (e.g., NFPA Life Safety Code 101).

Working Conditions:
 Flexible schedule including evenings, weekends, holidays, and extended hours as required to
support events and venue operations.
 Regular physical activity including standing, walking, climbing stairs and navigating the facility
before, during, and after events.
 Exposure to loud environments and varying indoor/outdoor conditions.
 Ability to lift up to 30 pounds, with reasonable accommodations as applicable.
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.