What are the responsibilities and job description for the Director of Security, Parking and Guest Operations position at Trilith Live?
SUMMARY
Located in the vibrant Atlanta Metro area, Trilith LIVE is designed to host concerts, rehearsals, live audience productions, conventions, corporate meetings, performing arts, tradeshows, exhibitions, special events, and so much more! Spanning 530,000 square feet, Trilith LIVE features a 2,400-seat theater, 50,000 square feet of sound stages, multi-purpose meeting rooms, support space, dressing rooms, green rooms, production offices, suites, wardrobe, audience holding areas, outdoor plaza areas, full-service catering and concessions, box office, and a 730-space parking deck.
Trilith LIVE is seeking an accomplished venue professional to join the team as Director of Security, Parking & Guest Operations. The position, personally or through secondary staff or outside vendors, is responsible for directing, managing, planning, and coordinating Guest Services, Security, and Parking Operations to ensure a safe, secure, and memorable experience; provides a high level of customer service to assist guests, clients, tenant partners, and venue staff.
ESSENTIAL RESPONSIBILITIES
• Keeps the mission, vision, and values of Trilith Live at the forefront of decision making and action; builds strategic and collaborative relationships and interacts with others in a way that builds confidence and trust; provides excellent customer service by taking action to accomplish objectives; maintains high levels of work.
• Oversees event and facility guest services, security, and parking operations.
• Develop and enforce comprehensive policies and procedures, including customer service, security and parking procedures and protocols.
• Develop an Emergency Action Plan outlining responses to various emergencies, ensuring the safety of guests and employees, minimizing property damage, and preventing business disruption; ensure that all staff are trained to understand the EAP, first aid, CPR/AED, including the roles and responsibilities of various individuals.
• Deliver exceptional guest experiences, managing staff, and optimizing operational efficiency, ensuring guest satisfaction and the smooth functioning of guest-facing services.
• Act as liaison between parking contractor, public safety personnel or contractor; establish and maintain effective working relationships with police, fire, EMS, and guest services personnel.
• Collaborate with other department managers to ensure efficient parking, security, and front-of-house operations to ensure guest satisfaction.
• Work closely with Event Managers on the timing of traffic flow and the need to divide or reserve portions of parking areas.
• Schedule and deploy Guest Services and Security staff for day-to-day operations and events; ensure necessary equipment is provided; adjust and update work schedules to reflect cost efficiency and building activity;
• Bring resolution to guest issues and concerns with empathy and a focus on satisfaction.
• Assist with budget preparation and track budget allocation throughout the year.
• Develop and implement training programs for staff.
• Complete daily security inspections of facilities; document and track issues.
• Secure building after hours; ensure safety of building and property.
• Oversee and utilize equipment in the Security Operations Center, keys, radios, badges, cameras, fire alarm system, alarm monitoring equipment, and computer equipment.
• Ensure event day checklists are followed & completed for entirety of event.
• Train staff in basic guest service and security skills. Actively monitor staff interactions with guests, clients, and employees at all events to ensure a safe, secure, comfortable entertainment experience for all.
• Required to work irregular schedule including nights, weekends, and holidays to accommodate business and client needs in the facility.
• Other duties as may be assigned.
SUPERVISORY RESPONSIBILITIES
Directly supervises Full and Part-Time Staff and Vendors; interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding; disciplining employees in conjunction with General Manager and Assistant General Manager, addressing complaints and resolving problems.
QUALIFICATIONS
• Bachelor’s degree from an accredited college in Business Administration or related field.
• Additional experience may be substituted for education.
• Minimum of 5 years of direct experience in planning live entertainment security, guest services, and parking operations, particularly in a venue setting.
• Skilled in implementing emergency response plans , crowd management, and event security.
• Skilled in parking and traffic control practices.
• Skilled in implementing guest services plans and programs for special events.
• Strong strategic thinking and creative problem-solving skills
• Exceptional customer service and interpersonal skills with focus on delivering positive event experiences.
• Strong leadership, problem-solving, and communication skills.
Located in the vibrant Atlanta Metro area, Trilith LIVE is designed to host concerts, rehearsals, live audience productions, conventions, corporate meetings, performing arts, tradeshows, exhibitions, special events, and so much more! Spanning 530,000 square feet, Trilith LIVE features a 2,400-seat theater, 50,000 square feet of sound stages, multi-purpose meeting rooms, support space, dressing rooms, green rooms, production offices, suites, wardrobe, audience holding areas, outdoor plaza areas, full-service catering and concessions, box office, and a 730-space parking deck.
Trilith LIVE is seeking an accomplished venue professional to join the team as Director of Security, Parking & Guest Operations. The position, personally or through secondary staff or outside vendors, is responsible for directing, managing, planning, and coordinating Guest Services, Security, and Parking Operations to ensure a safe, secure, and memorable experience; provides a high level of customer service to assist guests, clients, tenant partners, and venue staff.
ESSENTIAL RESPONSIBILITIES
• Keeps the mission, vision, and values of Trilith Live at the forefront of decision making and action; builds strategic and collaborative relationships and interacts with others in a way that builds confidence and trust; provides excellent customer service by taking action to accomplish objectives; maintains high levels of work.
• Oversees event and facility guest services, security, and parking operations.
• Develop and enforce comprehensive policies and procedures, including customer service, security and parking procedures and protocols.
• Develop an Emergency Action Plan outlining responses to various emergencies, ensuring the safety of guests and employees, minimizing property damage, and preventing business disruption; ensure that all staff are trained to understand the EAP, first aid, CPR/AED, including the roles and responsibilities of various individuals.
• Deliver exceptional guest experiences, managing staff, and optimizing operational efficiency, ensuring guest satisfaction and the smooth functioning of guest-facing services.
• Act as liaison between parking contractor, public safety personnel or contractor; establish and maintain effective working relationships with police, fire, EMS, and guest services personnel.
• Collaborate with other department managers to ensure efficient parking, security, and front-of-house operations to ensure guest satisfaction.
• Work closely with Event Managers on the timing of traffic flow and the need to divide or reserve portions of parking areas.
• Schedule and deploy Guest Services and Security staff for day-to-day operations and events; ensure necessary equipment is provided; adjust and update work schedules to reflect cost efficiency and building activity;
• Bring resolution to guest issues and concerns with empathy and a focus on satisfaction.
• Assist with budget preparation and track budget allocation throughout the year.
• Develop and implement training programs for staff.
• Complete daily security inspections of facilities; document and track issues.
• Secure building after hours; ensure safety of building and property.
• Oversee and utilize equipment in the Security Operations Center, keys, radios, badges, cameras, fire alarm system, alarm monitoring equipment, and computer equipment.
• Ensure event day checklists are followed & completed for entirety of event.
• Train staff in basic guest service and security skills. Actively monitor staff interactions with guests, clients, and employees at all events to ensure a safe, secure, comfortable entertainment experience for all.
• Required to work irregular schedule including nights, weekends, and holidays to accommodate business and client needs in the facility.
• Other duties as may be assigned.
SUPERVISORY RESPONSIBILITIES
Directly supervises Full and Part-Time Staff and Vendors; interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding; disciplining employees in conjunction with General Manager and Assistant General Manager, addressing complaints and resolving problems.
QUALIFICATIONS
• Bachelor’s degree from an accredited college in Business Administration or related field.
• Additional experience may be substituted for education.
• Minimum of 5 years of direct experience in planning live entertainment security, guest services, and parking operations, particularly in a venue setting.
• Skilled in implementing emergency response plans , crowd management, and event security.
• Skilled in parking and traffic control practices.
• Skilled in implementing guest services plans and programs for special events.
• Strong strategic thinking and creative problem-solving skills
• Exceptional customer service and interpersonal skills with focus on delivering positive event experiences.
• Strong leadership, problem-solving, and communication skills.
• Possess any licenses, certificates or training required by local, state, or national authorities for the management of safety and security of a public venue.
• Ability to train and direct employees to plan and assign work in an efficient and effective manner.
• Requires ability to work flexible and extended hours, including nights, weekends, and holidays, in addition to normal business hours.
• Proficiency with Microsoft Office and other standard office software.
• Supervisory experience with the ability to select, train, and motivate a diverse team of part-time staff.
PHYSICAL DEMANDS/WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to walk/stand extensively, kneel, climb to high walkways, balance, and maneuver throughout the various areas and surfaces of the venue. While performing the duties of this Job, the employee is regularly required to sit, talk, hear, walk, stand, stoop, kneel, crouch, climb or crawl to access operational systems, use fingers and hands with dexterity, feel and reach with hands and arms. The employee must be able to lift and/or move in excess of 50 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. The noise level in the work environment is usually loud.
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.
• Ability to train and direct employees to plan and assign work in an efficient and effective manner.
• Requires ability to work flexible and extended hours, including nights, weekends, and holidays, in addition to normal business hours.
• Proficiency with Microsoft Office and other standard office software.
• Supervisory experience with the ability to select, train, and motivate a diverse team of part-time staff.
PHYSICAL DEMANDS/WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to walk/stand extensively, kneel, climb to high walkways, balance, and maneuver throughout the various areas and surfaces of the venue. While performing the duties of this Job, the employee is regularly required to sit, talk, hear, walk, stand, stoop, kneel, crouch, climb or crawl to access operational systems, use fingers and hands with dexterity, feel and reach with hands and arms. The employee must be able to lift and/or move in excess of 50 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. The noise level in the work environment is usually loud.
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.
