Casual Front Of House Seating & Concourse 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 front of house delivery on the Arena seating & concourses, 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 front-line teams within the concourse, working closely with the security event manager to understand the crowd management plan for ingress and egress as well as the catering requirements depending on the type of event.

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:
• Participate on Customer Service Program – Incredible Experiences
• Ensure high-quality service is provided to all guests.
• Address and resolve any customer complaints or issues promptly.
• Maintain a clean and welcoming environment.Ensure colleagues have correct uniform.
• Operational Oversight:
• Undertake pre-event safety checks ensuring all aspects for the concourse meets the requirements of the safety briefings and risk assessments.
• Verify staff deployment and postings are correct and in position prior the event start.
• Monitor the arena floor to ensure everything is running in line with event activity and plan.
• Coordinate with other managers (Security Event Manager, Response Manager and Front of House Floor 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 setup and breakdown of the concourse queuing systems.
• Ensure all event requirements are met and troubleshoot any issues that arise during events.