Concerts, Operations Manager

Job Description

THE JOB

UPTOWN THEATER located in Minneapolis, MN is seeking an Operations Manager. This individual will be a motivated and experienced member of the Venue Management team. This position exercises overall responsibility for event staff oversight, management over physical plant projects and partners with local leadership to ensure optimal experiences for guests, staff, artist teams, and the community. This is an exempt role reporting to the General Manager.

WHAT THIS ROLE WILL DO:
• Responsible for managing all aspects of facility operations and including but not limited to front of house operations, third party contracting, capital projects, limited governmental relationships, staffing, and ongoing venue set-up and tear-down
• Work directly with Department Managers to plan for and perform day of show duties
• Ensure all tasks are handled either personally or through delegation to other crew members when appropriate
• Respond to all elevated staff/guest inquiries, concerns and issues
• Oversee implementation of artist meet and greet packages, amenities, and VIP programs
• Oversees & Assists our Upsell/Ancillary Supervisors and team with planning and logistics of ancillary sales and seat upgrades
• Instruct Security and Guest Services teams on service standards
• Perform opening/running/closing duties according to Live Nation policy
• Maintain line of sight/atmosphere control by all staff at all points of guest contact by circulating through work area and reporting or addressing issues encountered
• Keep current on, oversee and execute Live Nation policies and standard operating procedures, and effectively communicate them to crew members. Curate non-existent SOPs as necessary
• Understand and assist with HR compliance and communications
• Oversee creation and execution of pre-shift checklists and event schedule as well as relay information from management directly to crew. Some of these responsibilities are also shared with our R.O.S.T.(Recruiter, Onboarder, Scheduler, & Trainer) role
• Maintain the security of Back of House areas
• Maintain and monitor records of all incident reports and investigate/manage all pending cases, including interviewing crew or other witnesses and attending arbitration hearings when necessary
• Assist in creation and implementation of effective recruiting programs for event crew members
• Manage event crew new hire onboarding and training for in-sourced positions ensuring proper onboarding. These responsibilities are also shared with our R.O.S.T.(Recruiter, Onboarder, Scheduler, & Trainer)
• Maintain proper par level of staffing for all departments (Security, Usher, Ticket Taker, Upsell/Ancillary, Custodial, Maintenance, etc.) under your care.
• Effectively manage and approve all payroll for in-house departments
• Responsible for all required governmental reports and files
• Oversee third party functions including but not limited to traffic & parking, police, EMTs, housekeeping, groundskeeping, concessions operations as well as in house functions including but not limited to operations, maintenance, sustainability, merchandise and IT
• Along with venue General Manager - represent the company and facility in all political and community matters and acts as a liaison with local municipalities
• Any other reasonable duties as assigned by the General Manager and executive management

Financial Performance and Results:
• Meet or exceed budgetary expectations on all associated line items
• Work with 3rd party Concessionaire to ensure they are operating at optimal levels within Live Nations code of conduct, and providing the best experience for our guests
• Responsible for managing labor cost through proper staffing and schedule management
• Assist with developing monthly and quarterly specials, events, etc.
• Complete required paperwork in timely manner
• Assist with monthly building inventory

Recruitment, training and management of staff:
• Supervision of hourly staff, leads, and supervisors in the Operations department. Conduct annual evaluations and set goals for individuals and outline team action plans. Propose compensation recommendations to General Manager
• Hold departmental staff meetings to keep everyone informed of our problems/progress
• Maintain open door policy with all staff
• Monitor progress of staff & management. Follow up/follow through to support to assist subordinates in reaching goals (continual coaching and guidance)
• Ensure continual development of our leads, supervisors, and hourly crew members
• Provide for ongoing training of staff as needed
• Oversee participation of staff in cross training/re-certification programs
• Maintain appropriate staffing levels - hiring, terminations, maintain disciplinary documentation per Live Nation standards, ensure complete and thorough training of all staff and management (General Manager sign off)
• Maintain positive staff relations. Manages, coordinates and aids in execution/facilitation of all on-site training programs, seminars, operational rollouts and further learning & development needs (as per General Manager, AGM, HR Manager and Director of Training)
• Supervises all venue trainers, including all operations floor trainers.
• Conducts on-site Alcohol Awareness Certification classes as outlined by state, county and federal guidelines for that region
• Weekly/daily periodic review and check of new Team Member Training Certification Guides and Certification Manuals
• Conducts all Wrap-up Meetings, Post Show Reviews/Reports and communicates follow-up information to appropriate levels of management
• Conducts Quarterly training seminars with in-house non-exempt trainers for development and motivation. These are to include at least 1 Table Top Exercise (TTX) and 1 Evacuation Training/related exercise per year.
• Attends all training seminars, conferences and conference telephone calls as outlined by Director of Learning & Development and/or General Manager
• Attends venue level operations meetings on weekly or regular basis as outlined by Director of Venue Operations and General Manager
• Completes schedules for hourly staff on weekly/monthly basis
• Annually reviews and assists General Manager with any needed updates to venue EOP and VSAT

Maintain all Standards Set by Live Nation:
• Service Standards
• Housekeeping - conduct walk throughs
• Meet or exceed health and safety requirements
• Follow all policies and procedures as stated
• Maintain operational supplies
• Full compliance in venue, city and state alcohol policies and procedures
• Ensure Smooth Operations of Department
• Keep guest feedback log
• Maintain 86 logs
• Completes incident reports
• Staffs coat check area
• Maintain, coordinate, and maximize labor based on nightly changes in sales/business volume.
• Ensure environmental standards are adequate (light, sound, room temperature, cleanliness, line of sight, table maintenance, promotional materials, etc.)
• Perform daily pre-shift and post-shift meetings
• Coordinate and oversee private/special events per event specifications
• Assist with music venue, retail, Upsell/Ancillary sales, and Marquee Lounge room operations as needed
• Other duties as assigned

WHAT THIS PERSON WILL BRING:
• Successful candidate is a proven leader with strong management and communication skills
• Ability to perform all job duties and responsibilities
• Must have demonstrated experience managing multiple

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Jobcode: Reference SBJ-g4vkp7-18-223-122-196-42 in your application.