Job Description: Operations Coordinator SEC
Position Purpose: The Operations Coordinator of the Sports & Event Centre (SEC), Massey
University (Manawatū campus) is a key support role to the Operations
Manager SEC to plan and deliver smooth operation and administration of
all facilities within the Sport & Event Centre, Accommodation (including
Walter Dyer Hall & Moginie Hall), Public event spaces, Manawatu
Community Athletics Track (MCAT), Hockey Turf, and Grounds.
The position will assist in planning, coordinating and delivering front-of-
house activities while upholding the highest standards of service
excellence and customer satisfaction; thereby building the reputation and
profitability of the Sport and Centre and it’s other facilities.
Department: Estates Management Operational Management Sport & Event Centre
Location: Palmerston North
Reports to: Operations Manager SEC
Responsible for: Nil
Delegations: Nil
Job Title: Coordinator - Operations
Key relationships: Internal External
VC, DVCs and PVCs Corporate Partners (including local
Executive Director Commercial and central government)
Services Institutional Partners
Associate Director Commercial Key Stakeholders
Services Suppliers
Events Management and Team Contractors
Café Manager and Team Clients/Guests
Casual Staff
Manager Fitness and Recreation
Services
Manager Grounds
Heads of Schools/Institutes in
Colleges and Departments
Finance
Governance and Risk

ITS

Massey University: We are a world-leading university in many academic disciplines and fields
of research. Our point of difference is research that is connected to
community and industry. Our researchers are developing expertise and
skills to advance human knowledge and understanding. Working together
across disciplines and locations, we solve national and global problems
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through fundamental, applied and interdisciplinary research, while
culturally and artistically enriching our world.
We are deeply committed to being a Te Tiriti-led university, demonstrating
authentic leadership in contemporary Aotearoa New Zealand as we uphold
Te Tiriti o Waitangi, the founding document of our nation, and its principles
through our practice. We embrace this not just as an obligation but as a
real opportunity for the nation and its people.
Our educators are preparing a new generation of global leaders. Our
students are diverse and are attracted to Massey because they want to
achieve their personal goals or make their mark in the world. They
experience world-class learning that recognises their intellectual and
cultural strengths, expands their horizons and prepares them to contribute
to a rapidly transforming world with skills, critical and creative thinking and
leadership.
We will be renowned for our passion and caring attitude. All Massey
campuses will be innovation ecosystems, acting as magnets for smart
enterprises. Wherever we are, we will operate in partnerships founded on
respect, trust and mutual benefit. Massey is not only defined by what we
do, but by how we do it.
About this area The Estates Management team is focused on maintaining and operating
the amenities, buildings and grounds of Massey’s three campuses. It also
runs the Capital Projects (building related) for these campuses. The team
is made up of about 120 members who all play vital roles in ensuring a
positive student and staff experience. This role supports teaching and
research outcomes by ensuring that the Campus facilities and services
meet the needs of the University community.
Massey core capabilities

At Massey we are Tiriti-led, upholding Te Tiriti o Waitangi principles through our practice, we:

• Demonstrate awareness of Te Tiriti o Waitangi and its contribution to Aotearoa New Zealand

society

• Understand the relevance of Te Tiriti o Waitangi in relation to the work of the University and

the people we serve.

• Embracing Te Reo in relevant and practical ways in our workplace interactions and engagement

with external stakeholders, giving expression to Tikanga Māori and protocols that
demonstrates that we respect and value Māori conventions in appropriate settings.

At Massey we work together with mutual respect and caring. we:

• Act with integrity and trustworthiness and give credit to others for the work they do.
• Work cooperatively and inter-dependently to foster and promote the One University approach
• Share knowledge and communicate professionally with courtesy and mutual respect.
• Are ethical in all transactions, working within the parameters of our policies and procedures.

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• Are direct, truthful and maintain confidentiality.
• Seek to understand and appreciate our differences.
• Are ethical in all transactions, working within the parameters of our policies and procedures.
• Are direct, truthful and maintain confidentiality.
• Keep ourselves and others safe; work together to embrace with the University’s health, safety

and wellbeing policies, procedures and programmes; display commitment by actively
supporting all safety and wellbeing initiatives: and by actively engaging in health and safety
improvement opportunities.

At Massey we are future-focused, results- oriented and strive for excellence. we:

• Take ownership and responsibility for delivering results to support achievement of University

objectives.

• Provide the best quality services to our customers (internal and external) ensuring our

students/ stakeholders are at the heart of everything we do.

• Deliver or support world-class research, teaching and learning and citizenship.
• Take personal responsibility for our performance, take pride in doing our job well, and commit

to ongoing personal and professional development

• Are motivated and create a positive working environment where our values are reinforced.
• Anticipate and respond with agility and resilience to the changing needs of the University and

the communities we serve.

• Seek ways to improve our services to deliver in an efficient and effective way.
• Embrace technology and apply this innovatively to better meet the needs of those we serve.
• Challenge ourselves to reach our potential and help bring out the best in others.
• Understand how what we do contributes to the objectives of the University.

Accountabilities
Facility and • Point of contact for the Sport and Event Centre, responding to all
Accommodation required general enquiries via phone, email and face to face, so that

Operations tailor-made outcomes are developed.

• Maximise occupancy and revenues through a well-managed

reservation system. This requires mastery of the booking system and
responses to all enquiries that are prompt and professional, either by

phone or email.

• Enquiries for potential reservations and events may require meeting

and liaising with clients to assess needs and expectations resulting in
positive sales outcome which is confirmed in writing within one

working day.

• Give special focus to the Secondary School market and calendar of

National Championships to maximise the use of the SEC as a

tournament base.

• Liaise with each client before, during and after events to ensure all

elements of the visit are confirmed and quality delivery is provided.
This will include being involved in quotations, room allocation, facility
set-ups, check-in & out (Dormakaba SEC, Honeywell WD), billing and
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client feedback processes.

• Anticipate and create appropriate contingencies / communications for

any clashes in facility use.

• Manage contingencies or variations as required by troubleshooting as

the on-site contact.

• Develop working arrangements with external suppliers of goods and

services that are required to fulfil customers’ needs. This includes but

is not limited to - equipment, catering, decorative requirements

• Maintain client and marketing databases.
• Undertake regular quality assurance checks on internal service delivery

with a focus on accommodation and housekeeping.

• Fulfil the responsibilities of the Building Warden in relation to Health

& Safety procedures.
Staff Training • Led by the Operations Manager, act as the point of contact when
required for casual staff ensuring an efficient flow of all relevant
information is maintained and delegated casual hours are productive.
Full use of all methods of communication ensures 100% transfer and

understanding of information.

• Led by the Operations Manager, assist provide on-the-job training to

casuals to ensure seamless delivery of events, accommodation or

facility hire.

• Encourage a positive team culture that provides for a cooperative

approach by all staff.

• Ensure all staff are aware of and perform in adherence to the

University Policies & Procedures relating to staff as well as relevant
Government legislation, including Health & Safety at Work Act 2015,
Sale & Supply of Alcohol Act 2012 and the Innkeepers Act 1962.
Event Coordination • Collaborate with internal and external stakeholders to assist in
planning, organising, and executing a variety of events, including

sports competitions, conferences, and social gatherings.

• Coordinate event logistics, including venue setup, catering, audiovisual

equipment, and any other requirements from the client.

• Serve as the point of contact for event organisers, addressing inquiries

and providing support throughout the planning and execution process.
Customer Service • Ensure exceptional customer service is provided to all guests and
visitors, addressing inquiries, concerns, and feedback in a timely and

professional manner.

• Reply to all phone and email enquiries within one working day.
• Implement strategies to enhance the overall guest experience and

foster positive relationships with clients and patrons.

• Monitor guest satisfaction levels and implement improvements as

necessary to exceed customer expectations.
Administration • Preparation and issuing of room key, keys cards and information packs
for accommodation stays including large group bookings.

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• Effectively operate the SEC & Accommodation booking system,

including quoting, booking management, catering booking, event

coordination and payment collection.

• Delivering AV and technical support to clients as required for

conferences and events.

• Assist in the development and updating of client data as required.
• Undertake stock takes as required.
• Complete required internal processes such as ERF Forms, service desk

requests, catering requests are followed correctly ensuring clear
communication across the wider Estates team.
Facility Management • Be one of two staff members who open up or lock down the venue

each day, depending on what is taking place on site each day.

• Maintain consumable and asset inventory to ensure all facilities are

fully stocked at all times.

• Ensure the security, structural integrity and appearance of all facilities

are proactively maintained. Action all works proactively within allowed

timeframes as budgets allow.

• Liaise with all tradespeople, Facilities Management and Grounds staff

to monitor the delivery of work, quality and timeliness.

• Ensure timely communication with Grounds, Traffic and Security in

regard to bookings.

• Undertake and manage maintenance of Recovery Pools to ensure

availability, appropriate temperature levels and hygiene factors
adhere to policy standards.
Qualifications and Experience
Qualifications: • Qualification in Hospitality Management, Business Administration,

Sports Management, or related field (preferred).

• NZQA Food and Safety 167 (Essential)
• LCQ certification
• Bar Manager’s Licence
• First Aid Certificate (Essential)
• Full and clean driver’s license (Essential)

Skills & Experience • 2 years minimum experience in operations management, preferably

in the hospitality & accommodation, sports, or events industry.

• A minimum of two years’ experience in a customer service role.
• Experience in hosting functions and events.
• I.T. skills that include accurate data entry and word processing.
• Exceptional planning and organisation skills.
• Excellent interpersonal and communication skills.
• Ability to problem solve under pressure, until a positive result is

achieved.

• Highly customer-focused and a proven ability to meet clients’ needs.

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• Ability to stage significant events.
• Ability to coordinate multiple activities under pressure and tight

time constraints.

• Sets high personal and professional work standards.
• Ability to act as a role model.
• Proven ability to train and manage casual staff.
• Ability to work in and contribute to a team environment and goals.

Capabilities - Behaviour
Interpersonal Skills • Establishes and maintains credibility and appropriate confidentiality

Essential with stakeholders.

• Able to coach and influence internal and external stakeholders,

building constructive working relationships.

• Identifies and addresses potential issues with stakeholders.
• Contributes as a member with multiple teams that span function,

issue, location.

• Inspires confidence, provides guidance, and fosters a positive work

environment conducive to collaboration and high performance.

• Identifies and addresses potential issues with stakeholders and resolves

these expediently.

• Contributes valuably as a member with multiple teams that span

functions, issues, and locations.

• Fosters a culture of collaboration, encourage open communication, and

actively engage with other departments and stakeholders to achieve
common goals and drive organisational success.
Organisational Skills • Excellent organisational abilities, with a keen attention to detail and the
ability to multitask effectively.

Essential

• Ability to manage multiple tasks, prioritise responsibilities, and maintain

attention to detail to ensure smooth operations across various functions .
Communication • Exceptional communication and interpersonal skills, with the ability to
interact effectively with guests, staff, and stakeholders at all levels in a

Essential timely manner.

• Convey instructions, information, and expectations to staff,

stakeholders, and clients.

• Strong interpersonal skills are needed to build rapport, resolve conflicts,

and address concerns with professionalism and empathy.
Continuous • Adjusts current working processes or adopts new approaches in
Transformation response to changes in the business environment to ensure continued
excellence in service delivery.
Essential

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• Communicates and analyses assumptions about a particular issue with

colleagues to gain new perspectives or more effective solutions.

• Explains lessons or experiences learned from mistakes and failures as

well as successes.

Results Orientation • Able to track and complete agreed work in planned timeframes.

• Documents how results were obtained to support knowledge transfer

Essential

and best practices.

• Helps others drive tasks to completion as appropriate.
• Maintains focus on critical work standards and expectations.
• Works with or leads others to re-prioritise work and reschedule

commitments as necessary.

• Clarifies and handles multiple concurrent and diverse activities.
• Demonstrates an expectation that there will be ongoing shifts in

demands and priorities.

• Responds to shifting priorities while maintaining progress of regularly

scheduled work.

• Addresses potential conflicts that impact current delivery commitments.

Customer Service • Prioritise customer satisfaction, anticipate their needs, and strive to
deliver exceptional service at all touchpoints, and in doing so addresses
Essential inquiries, resolving issues, and continuously seeking ways to enhance the
guest experience.
Problem Solving and • Identifies challenges, analyses situations, and develops effective
Adaptability solutions; and proactively addresses operational issues, resolves
conflicts, and implements improvements that enhance efficiency and

Essential effectiveness.

• Shows a willingness and ability to work flexible hours, including evenings

and weekends, as needed.

• Demonstrates adaptability and flexibility to thrive in a dynamic and fast-

paced environment, and adjusts priorities, strategies, and resources as

needed to meet changing operational demands and organisational goals.

• Helps analyse risks and benefits of alternative approaches, and

influences decisions on resolution.

• Uses fact-finding techniques and diagnostic tools to identify problems.
• Uses initiative to develop alternative techniques for assessing accuracy

and relevance of information.

• Identifies and documents specific problems and resolution alternatives.
• Examines a specific problem and understands the perspective of each

involved stakeholder.
Financial Acumen • Understands budgetary management, financial analysis, and revenue
optimisation.
Essential
Strategic Thinking • Thinks strategically to align operational initiatives with the organisation’s
long-term goals and objectives.
Essential

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• Identify opportunities for growth, optimising of resources, and develops

innovative strategies that enhances the facility’s competitive position.
Health & Safety • Monitors compliance with health, safety, and regulatory standards, and
reports as requested.

Essential

• Ensures that staff, service providers and clients are aware of health and

safety requirements and compliance and reports incidents that occur.

• Sets high personal and professional standards and takes pride in own

Self-Management
work and work outcomes.
Essential • Works well with, and leads and influences others, including staff,
students, the public, and a variety of cultural groups, to ensure
professional, respectful and memorable work events, accommodations

stays, and experiences.

• Well organised and meets agreed standards of service.
• Can-do attitude, and is solution-focused at all times.
• Demonstrates an enduring concern for order, timeliness, quality, and

accuracy.

• Responds to unexpected stakeholder requests, queries and problems

Service Excellence
and resolves the matter expediently and positively, escalating if

Essential required.

• Actively engages in all aspects of service stakeholders describe as

excellent and of high quality that matches agreed expectations.

• Takes a customer-centric approach at all times to ensure service

excellence and contributes to the department’s objectives.

• Provides direct service to internal or external stakeholders

Capabilities – Technical
• Basic experience in the use of SharePoint, can coach others in the use
General Computer
SharePoint.

Proficiency Essential

• Demonstrates intermediate levels of knowledge and experience in the

use of Microsoft Office software, such as Outlook, Excel, Word and

Teams.

• Identifies and resolves common software and usage problems.
• Competently uses event management tools and software to streamline

Event Management
the planning and execution of various events hosted at the facility. This
Tools
may include software for event scheduling, registration management,
Essential attendee tracking, room layout design, catering coordination, and

audiovisual equipment management.

• Utilises CRM software or databases to manage customer relationships,

Customer
track inquiries, bookings, and feedback.

Relationships

• Personalises interactions with guests and clients to ensure that they

Management (CRM)
have a positive, satisfied experience, enhances goodwill and reputation.
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Essential
Inventory • Demonstrates proficiency in inventory management systems and
Management practices for maintaining adequate stock levels of supplies, equipment,
and materials required for facility operations, events, and
Essential accommodations.
Technical Equipment • Gains familiarity with the operation, maintenance, and troubleshooting
and Systems of technical equipment and systems commonly found in sports facilities,
accommodations, and event venues, including audiovisual systems,
Essential lighting and sound equipment, HVAC systems, security systems, and
other facility infrastructure.
Pre-employment checks
Essential • Requirement to pass a Criminal and Traffic Convictions (Security) Check
performed by the Ministry of Justice.
• Requirement to pass a Credit History and No Asset Procedure (NAP) Credit
History Check performed by Equifax.

Please refer the Job description for details