Manager, Security, Parking and Guest Services

In by Tyne

Lethbridge & District Exhibition
Published
September 19, 2022
Location
Lethbridge, Canada
Job Type
City
  • Lethbridge

Description

Full Job Description

 

Manager, Security, Parking and Guest Services

 


Division:

Facility Operations and Asset Management


Last Revision:

September 2022

 


Reports to:

Chief Operating Officer


Direct reports:

Assistant Manager, Security Agents, Parking, Guest Services


Indirect Reports:

N/A

 

A leader in southern Alberta’s agriculture and entertainment industry since 1897, Lethbridge & District Exhibition (LDE) has stood out as the premier destination for bringing people together from all over the world. It is our mandate to encourage the enhancement of the agriculture industry and the quality of life of citizens living within the agricultural community. In their efforts to continuously accelerate economic opportunity through the delivery of memorable experiences, construction of a new 268,000-square foot Agri-food Hub and Trade Centre is set to be complete for opening in Spring 2023 (www.agrifoodhub.ca).

Reporting to the Chief Operating Officer, the Manager, Security, Parking and Guest Services will oversee all building activities related to security, parking, and guest services. The position will ensure that all events held at LDE venues will incorporate industry best practices in relation to front-of-house guest-facing operations, creating a welcoming environment for all visitors and clients of LDE. Security, parking and guest services, and play an integral role in the general safety, security and customer service to LDE staff, members of the public and other stakeholders.

A strong focus on security systems including access control, credentialing, CCTV operations, control room operations, and SSIA requirements will be required in order to launch operations in new venue. In addition, aptitude for parking automation and payment structures will be required to lead the build out of new parking operations.

A short-term focus will be required to plan and prepare for the opening of the new conference centre, including establishing paths of travel, credential systems, security operations, and all required FF&E.

Key Work Activities:

  • Accountability for, and management of all Security, Guest Services, and Parking staff, including leadership and direction, training, performance evaluation and discipline
  • Drive the department transition from simply operational planning to incorporate the ever-improving guest experience, driving high performance from all FT and PT resources.
  • Improve the cohesion of guest services, parking, and security teams through all phases of the employee journey (recruitment, onboarding, training, performance management, and recognition).
  • Define new operating and service models for LDE events, including Signature Evens, so we are aligned with the expectations of the customer.
  • Define new operating and service models for 24/7 Security of LDE, incorporating plans for the public spaces, venue perimeter, and employee safety.
  • Resolve all escalated security and fan safety issues and post event follow-ups regarding conflict resolution and service recovery, including those related to employee engagement and feedback.
  • 24/7 on-call responsibility for on-campus emergencies
  • Fostering and encouraging a culture of safety, customer service and service quality
  • Strategic planning and oversight for the Security, Guest Services, and Parking departments, including identification of security risks, regular review of all current policies and procedures, and review of recommendations for new policies and procedures and amendments to existing ones
  • Coordination, development and integration of campus wide security and parking initiatives, processes and procedures that provide for the delivery of consistent services, consistent reporting and follow-up and compliance with regulatory requirements
  • Directly manage all aspects of the operating budgets and manage expenditures throughout the fiscal year including forecast and analyzing labour costs.
  • Manage day to day operations of the security control centre, including formalizing SOP’s, recruiting and training new security agents.
  • Lead and develop all FT and PT reports with a focus on performance development and management, to deliver our service promise to internal and external guests.
  • Develops and maintains relationship with City of Lethbridge regulatory agencies (Fire, EPS, EMS) and leads the development of communication and standard operating procedures to ensure full alignment.
  • Provide leadership for planning and management of security systems throughout LDE, including building access control systems, CCTV, intrusion detection, credentialing, and radio communication systems.
  • Serving on a range of internal LDE committees that address issues such as: guest safety, emergency planning, and Violence Threat Risk Assessment (VTRA);
  • Investigating security and risk related incidents and making immediate and appropriate decisions to prevent or minimize personal injury and/or damage to LDE and public property;
  • Conducting and overseeing investigations of incidents and investigations of a sensitive or confidential nature, including the identification and gathering of evidence and the preparation of reports
  • Working with and providing evidentiary reports when necessary to external bodies, such as the police, crown prosecutors, and compliance agencies, including the attendance and sharing of evidence in internal hearings and/or civil or criminal proceeding
  • Ensuring the development and implementation of budgetary controls
  • Create and implement a parking and parking enforcement plan for the LDE venue

 

Work Environment:

  • Work standard office hours for the majority of the time. Some events during the year will require extended hours.
  • Standard office environment for the majority of the time.
  • Ability to be physically mobile for extended periods of time during events - freedom of movement, walking, and standing is required.

 


Education and Experience:

  • College diploma or University degree, or combination of education and experience that provides the required knowledge, skills and abilities
  • 2-3 years management experience in a multi-use facility venue, preferably in a high-volume conference centre, arena, or university setting is required
  • Experience or aptitude in building and maintaining various security systems related to CCTV, access control, and credentialing.
  • Ability to problem solve in high-pressure situations
  • Ability to understand and follow verbal and written instructions
  • Ability to perform physical/manual labor for extended periods of time (including lifting up to 50lbs, repetitive tasks)
  • Ability and willingness to work outdoors
  • Demonstrated knowledge and use of Microsoft Office and Email
  • Valid Class 5 Drivers License is required
  • Must be able to work daytime/evening/closing shifts
  • Able to work late hours in an unsupervised environment
  • You may be required to work on holidays, weekends, overnights and other non-day shifts. Submission of your application indicates that you are able to meet these requirements as needed.

 


Knowledge, Skills and Abilities:

  • Proven working knowledge of multi-use facility venues, preferably in a high-volume conference centre, arena, or university setting
  • Knowledge of event and entertainment industry;
  • Knowledge of the visitor economy of Lethbridge and Southern Alberta
  • Time-management skills and a proven track record of delivering quality results, with attention to details;
  • Computer proficiency required including advanced Excel, Word, Outlook, databases and general internet skills
  • Responsible, accountable and solutions focused – you deliver on promises and take the initiative
  • Up for a challenge – you are ready to take on a demanding position where you can share in the wins of the organization alongside colleagues across various departments

 


Health & Safety:

  • All employees of Lethbridge & District Exhibition are expected to make their personal safety, the safety of other employees, volunteers, vendors and guest their first priority and be champions for safety.
  • Use of Personal Protective Equipment (PPE) may be required dependent on hazards associated with work activities.
  • The successful candidate will be required to disclose COVID-19 Vaccination Status.
  • The LDE encourages, supports, and celebrates a diverse and inclusive work environment. We strive to create a workplace that reflects the city we promote and where our employees feel safe and supported every day.

 


Other Information:

Compensation package will include a competitive salary commensurate with education and experience, health and dental benefits and RRSP plan.

The successful candidate will be required to disclose COVID-19 Vaccination Status.

The successful candidate must be able to obtain and maintain a satisfactory Criminal Record Check for the duration of employment.

LDE encourages, supports, and celebrates a diverse and inclusive work environment. We strive to create a workplace that reflects the city we promote, and where our employees feel safe and supported every day.

Only registered members can apply for jobs.

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