Senior Operations Manager

hace 2 semanas

San Juan, San Juan, Puerto Rico ASM Global A tiempo completo

About the Role

ASM Global, the leader in privately managed public assembly facilities, is seeking an experienced Senior Operations Manager to join our team at the Coliseo de Puerto Rico. As a key member of our operations team, you will be responsible for overseeing the day-to-day activities of our assigned operationally focused departments, ensuring seamless execution of events and maintaining high standards of customer service.

Key Responsibilities

  • Improve operational efficiencies by maximizing departmental synergies through fostering a collaborative environment with all working units within the facility.
  • Oversee the coordination, implementation, and administration of specific plans and programs prescribed by the General Manager, including maintaining high standards of excellence in customer service, employee training and development, quality assurance, energy efficiency/sustainability, safety/emergency, information technology, asset maintenance, crowd control, and crisis management procedures.
  • Implement facility policies and goals in accordance with the ASM Global management contract, client objectives, and corporate policy.
  • Meet regularly with Department Heads to review activity, budget reports, planning needs, projects, personnel, key obstacles, and reasons for celebration.
  • Ensure contractor compliance within the facility, adhering to established policies/procedures for contractors assigned by the General Manager.
  • Build special project teams as needed to create quality deliverables that serve the venue, staff, and clients well.
  • Establish and maintain effective working relationships with clients, tenants, employees, contractors, public, and key stakeholders.
  • Ensure all codes, laws, ordinances, policies, procedures, risk management, safety precautions, rules, regulations, and emergency procedures are followed.
  • Implement processes and procedures within departments to establish best practices and maintain customer service standards that create a positive and professional image, generating repeat business.
  • Assist in preparing the annual budget and capital project budget for future repairs and improvements to the venue.
  • Respond promptly and effectively to crowd control and/or crowd management situations during crisis situations.
  • Be able to step in for the General Manager for meetings, presentations, and addressing client concerns as needed.
  • Conduct performance appraisals and disciplinary actions for staff.
  • Interview, hire, and train staff.
  • Remain current on national trends in the industry and local market changes affecting the facility.

Requirements

  • Excellent organizational, planning, and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to work with and maintain highly confidential information.
  • Ability to work simultaneously with a broad variety of vested interest groups and foster a cooperative environment.
  • Demonstrated knowledge of the principles and practices used in the successful management of entertainment or convention facilities of a similar description.
  • Ability to anticipate problems and implement immediate corrective action.
  • Ability to perform effectively under significant pressure, typical of the entertainment industry.
  • Considerable knowledge of event solicitation and presentation, public relations, advertising, and media relations, and event planning.
  • Considerable knowledge of safety regulations and other federal, state, or local laws and regulations.
  • Strong orientation towards hospitality/customer service for the meeting, convention, and entertainment industry.
  • Basic knowledge of facility operating standards, building maintenance, custodial, personnel, and office management.
  • Effective supervisory skills, including dealing effectively with human resource and personnel problems, dealing constructively with conflict, motivating, providing counsel, and executing applicable solutions.
  • Ability to manage a facility of similar size and type.
  • Must be able to work a flexible schedule, including early mornings, days, evenings, weekends, holidays, extended workdays, and extended numbers of days.
  • Must be able to speak, read, and write Spanish and English.
  • Must have a professional attitude and appearance.

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