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  Security & Guest Services Manager
Employer: Upgrade Membership Job Posted: 11/9/2019
Location: West Region Job Status: Full Time
Experience Level: TBD  

Job Description:

The Security & Guest Services Manager is responsible for the safety and security of guests, clients and employees of the Los Angeles Convention Center (LACC). Additionally, this manager is responsible for the performance and conduct of all security and guest service employees assigned to various shifts, assignments and events.

Key Job Factors:

1. Level of accountability: Generally managed
2. Level of decision making: Diversified tasks
3. Has contact with: Inside / Outside company; Occasionally w/executives
4. Supervision: Direct supervision/management of employee(s)
• # of direct reports: Approximately 28 full time employees; 60-part time employees
5. Physical Requirements: Considerable mental and physical effort
6. Travel Percentage (%): 10%

Essential Duties:

• Monitors the performance and conduct of all LACC security and guest services employees. Is responsible for providing exceptional guest service & security presence at all LACC events through pre-event planning, review of staffing plans. Assists other LACC Security Manager with managing all approved security service provider that are on the approved contractor list.
• Manage all systems related to CCTV, access control/badging, radio and emergency call boxes which are monitored out of the Security Command Center. Work with all system contractors to ensure all issues are resolved.
• Meet all assigned tasks within the guidelines & deadlines set by the Vice President of Security & Guest Services. This includes managing projects that are related to Capital Improvement, Alterations Improvement and other special security projects/presentations deemed necessary for the LACC.
• Comply, implement and adhere to all legal & ethical instructions given by AEG Corporate and LACC Executive Management. Responsible for creating & conducting on-going in-service training for all employees. Also recruits, selects, trains and develop LACC employees in pursuit of World Class Service.
• Responsible for the quality and accuracy of all logs and incident reports generated. Conducts internal investigations when necessary. Assists with overseeing the departmental budget and on annual basis submit new budget items for consideration.
• Other duties as assigned.

Required Qualifications (Job Knowledge, Skills and Education):

• A minimum education level of: Bachelor of Arts/Sciences Degree (4-year)
• Area of Study: Criminal Justice, Business Administration, Management, or other job related field.
• Ability to create, implement and present training materials and programs to all LACC employee
• Years of related work experience: 3-5
• Minimum of 3 years’ experience in a sports, entertainment and/or convention facility preferred.
• Minimum of 1 year experience staffing/planning in a sports, entertainment or convention setting.
• Ability to accept responsibility for the performance & conduct of their direct reports.
• Ability to represent AEG and LACC in an exemplary manner.
• Ability to exhibit leadership qualities, motivate staff & lead by example.
• Ability to maintain good business relations with employees, guests, clients and service providers.
• Ability to effectively manage crisis and work under pressure without loss of composure.
• Ability to interact effectively and calmly with angry or emotional guests, clients and employees.
• A good understanding of the guest services roles in a facility environment.

AEG reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship. AEG may require an employee to perform duties outside his/her normal description.



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