The Security and Guest Experience Manager will assist the Director and Assistant Director in managing security and event staff personnel, overseeing risk management operations, supporting staff retention, hiring, and training initiatives, and working in close collaboration with the second Security and Guest Experience Manager.
The Security & Guest Experience Department consists of approximately 450 part-time staff members, including Security, Ushers, Ticket Takers, Elevator Operators, Wheelchair Brigade, Risk Managers, Raleigh Police, K2K9 Solutions, Fire Watch, UNC REX Clinic, and Wake County EMS.
This position works during events and standard office hours. The role requires flexibility, including evenings, weekends, and holidays.
Essential Duties and Responsibilities
Responsibilities include, but are not limited to:
- Schedule staff for events, manage staffing deployments and requirements, and update employee schedules as needed.
- Manage the Risk Management Team, responsible for identifying risks to guests and employees. Oversee incident investigations and documentation, including photographing incident areas. Maintain pre-event safety checklists (e.g., floor hazards, door and stair conditions, sharp objects, spills, etc.).
- Serve as a cultural ambassador to monitor, lead, and manage the Security and Guest Experience staff to ensure exemplary service is being provided.
- In conjunction with department members, champion and execute rewards and service programs aligned with the organization’s safety and service standards.
- Assist with recruiting, hiring, and onboarding Security & Guest Experience staff according to the guidelines established.
- Document employee incidents, provide counseling, and implement corrective action in compliance with policies and procedures, including termination when necessary.
- Assist with daily payroll department operations, including collecting and verifying timekeeping information and processing payroll.
- Foster a fun, positive, and inclusive team environment.
- Represent Hurricanes Holdings, LLC and Lenovo Center alongside the Director and Assistant Director as an NHL league contact regarding arena experience guidelines and initiatives. Communicate league recommendations to internal and external partners.
- Maintain accurate departmental equipment/uniform inventory records, monitor usage trends and identify shortages and place timely orders.
- Serve as event lead on a rotating basis, including researching event details, reviewing event notes, ensuring adequate staffing, overseeing execution, and conducting follow-ups as needed.
- Manage large crowds in dynamic and constantly changing event environments.
- Monitor guest safety during ingress, throughout events, and during egress.
- Build strong relationships across the organization and serve as departmental lead in the absence of senior leadership
Qualifications
- BA/BS degree or equivalent experience preferred
- 2–4 years of security and/or event management experience required
- Previous management and customer service experience strongly preferred
- Experience in Sports/Entertainment or Hospitality strongly preferred
- Strong communication skills across verbal, non-verbal, and written formats
- High emotional intelligence and self-awareness
- Strong time management and prioritization skills
Specific Knowledge, Skills, and Experience
- Experience working with large groups of guests
- Highly organized, resourceful, and able to manage multiple projects simultaneously
- Exceptional guest and client service skills
- Ability to work effectively with diverse personalities in a fast-paced environment
- Ability to handle sensitive and confidential information
- Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook
- Strong English communication skills (verbal and written)
- Experience with time management systems (ABIMM preferred)
- Experience with event management systems (24/7 Event Management Software preferred)
- Knowledge of risk mitigation practices
- Ability to pass a criminal background check
Physical Demands
- Ability to walk and stand for extended periods
- Ability to climb stairs
- Ability to lift and/or move up to 20 lbs as needed
- Ability to work long hours including nights, weekends and holidays
Hurricanes Holding, LLC reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. Hurricanes Holdings, LLC may require an employee to perform duties outside his/her normal description. This description in no way states or implies that these are the only duties to be performed by the employee occupying this position
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.
