Casual Front Of House Arrival Team Manager

at  OCS Group

QUALIFICATIONS, SKILLS & EXPERIENCE

• Leadership: Ability to lead and motivate a team effectively.
• Communication: Strong verbal and written communication skills.
• Problem-Solving: Quick thinking and ability to resolve issues efficiently.
• Customer Service: Excellent customer service skills to ensure guest satisfaction.
• Organisational: Strong organisational skills to manage multiple tasks and priorities

ROLE OVERVIEW

To lead the arrival teams at the Arenas, to help deliver the most safe, secure, and welcoming venues at the NEC Group venues. This person will be the first escalation point for any activity that is happening in their area, providing first response to deescalate any issues and provide customer support.
The role includes the supervision and management of the arrival team working within the Arena, Previously known as Visitor management & door entry teams, working closely with the security event manager to understand the risk rating of the event and the nature of the attendee’s demographic and crowd profile. The Manager will ensure any incidents are dealt with to a satisfactory conclusion & reported to the Security manager.

KEY TASKS & RESPONSIBILITIES

Colleague Management:

• Brief colleagues at the start of shift and collate feedback during event for debrief purposes.
• Oversee and coordinate the activities of frontline colleagues.
• Support new employees and provide ongoing feedback.Deliver task specific Toolbox talks.
• Customer Service:
• Ensure high-quality service is provided to all guests.
• Address and resolve any customer complaints or issues promptly.Ensure colleagues have correct uniform.
• Operational Oversight:
• Verify staff deployment and postings are correct and in position prior the event start.
• Monitor the arena to ensure everything is running in line with event activity and plan.
• Coordinate with other managers (Security Event Manager, Front of House Floor Manager and the Front of House Concourse Manager) and departments to ensure efficient workflow.Implement and enforce safety protocols and procedures in line with the Incident and Emergency Plan (IEP)
• Event Coordination:
• Assist in the entry operation when required
• Ensure all event requirements are met and troubleshoot any issues that arise during events.