University of Alabama Athletics – Event & Security Operations General Manager
Andy Frain Services
Location: Tuscaloosa, Alabama
Preferred Education: 4 Year Degree
Provides direction and accountability for all event services providers within the operational area of the University of Alabama Athletics and other special events. Regularly visits with clients to ensure adequate Supervisory and staffing and compliance with all client requirements. Must be available to attend any meetings as arranged by the client(s). Assesses skills of staff and works with the Business Services department to ensure proper staff assignments.
Essential Functions of the job are denoted by an asterisk (*). Other duties may also be assigned. Please note that the essential functions may vary depending on department size, organizational structure, and/or geographic location. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job. The incumbent:
*Develop post orders and best practices for each assigned position
*Understand all Andy Frain Services policies, and procedures. Administer as needed
Intervenes when necessary, in resolving personnel problems and guides counseling of Supervisors and Staff involving the Alabama Athletics and other special events.
*Works closely with the Event Management and the Business Services Department to ensure the efficient, effective, and compliant operations of all Accounts within the Operational Area of the Athletics Department and Special Events.
*Proactively identifies risks to employees and company assets (buildings, equipment, etc.). Plays a central role in ensuring a safe, healthy, and secure workplace.
*Must be prepared to act as the Business Services Manager as needed in their absence.
*Responsible for orientation and guiding staff in strengthening competencies and meeting client needs.
Build Staffing requirements in ETime before pre-established deadlines.
*Staff all available staff need when building positions
*Working all Stadium events and assisting other local venues during dark periods on the calendar.
*Post –Event Submit event evaluation, billing, and payroll for next day processing
*Will be an effective member of and lead project teams.
*Acts as a readily available resource to the client(s), Staff, and Supervisors in the area of operations.
*Meets regularly with client(s) to proactively address security, guest experience, emergency, and safety matters.
*Submits equipment and supply written requests to Regional Manager, 30 days before needed equipment
*Responds promptly to all email and verbal communications.
*Carries out all responsibilities in an honest, ethical, and professional manner.
Works in conjunction with other management to ensure staffing is distributed equally among sites.
Support other departments or offsite locations as assigned by the Director.
In accordance with applicable Andy Frain Services policies/procedures and Federal/State laws, may perform the following supervisory responsibilities: Interviewing, hiring orienting, and training employees; planning, assigning, and directing work; coaching and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Supervises while working at the Stadium(s)/Arena:
Ticket Taker Supervisors
And others as assigned
In general, the following physical demands 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 allow differently-abled individuals to perform the essential functions of the job.
Must be able to see, hear, speak and write clearly in order to communicate with employees and/or other customers. Manual dexterity is required for occasional reaching and lifting of small objects, and operating office equipment.
Travels as required to meet operational needs.
In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job within the environment.
The office is clean, orderly, properly lighted, and ventilated. Noise levels are considered low to moderate.
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
MINIMUM QUALIFICATIONS: The following are the minimum qualifications which an individual needs in order to successfully perform the duties and responsibilities of this position. Please note that the minimum qualifications may vary based upon the department size and/or geographic location. Knowledge: · Bachelors Degree required, Masters degree preferred or equivalent experience. · 5+ years of progressively responsible security and/or guest services experience including supervision (or equivalent experience) required; 8 years preferred. · Demonstrated knowledge of security operations, workplace health and safety issues. · Evidence of ability to work autonomously using sound judgment reflecting strong customer service orientation. · Ability to obtain FEMA Certification in 100b, 200b, 700a, 800b, 901 and also IAVM Training Crowd Manager. Skills/Abilities: · Strong oral and written communications skills. · Computer skills required. · Superior planning, organization and leadership/supervisory skills. · Strong customer and quality orientation. · Prior training experience preferred. · Ability to be a hands-on, results oriented employee, handling multiple priorities simultaneously. · Ability to facilitate progressive change.
Delivering world class service begins with customer satisfaction. Our first priority is your customer’s and/or employee’s safety, security, and their positive interaction with our agents. Professionalism means extraordinary execution of service delivery. Alert, capable, energetic, and pleasant Andy Frain staff fully understand they not only represent Andy Frain Services, but our customers as well.
To ensure consistency, performance standards have to be established, measured, and delivered everyday on each shift! Performance metrics are agreed upon, measured, reviewed, and documented. Monthly customer reviews are conducted with Andy Frain Corporate semi-annual Customer Care surveys sent out to ensure outstanding levels of performance.
Andy Frain’s core business philosophy is that when you treat people with courtesy, dignity and respect, they will be motivated to deliver quality service. This philosophy is echoed in our mission statement which states that “we are committed to living the tradition of Customer Service is Every Employee’s Job.”
We believe the quality of our service is dependent upon hiring the right person for the right job and ensuring that they are trained an...d capable to perform the assigned tasks and committed to providing superior customer service. In short, we hire for attitude and train for skill.
Additionally, we take great pride in being a good corporate citizen; recruiting employees from the communities we serve, while making charitable contributions to those communities as well.
Founded in 1924
2013 International Customer Experience Award, Amway Center, Orlando, FL
Twenty national political conventions
Over 2,000 conventions and trade shows
Over one hundred major fairs and conventions
Provides safe, secure environment for more than 10 million people annually
Serve 25 major sports arenas, venues, universities
Provide security to more than 40 commercial businesses
Cargo screening and auditing at 20+ domestic airports
Security check over 500,000 trucks per year
SAFETY Act Certification since 2006
We believe the quality of our service is dependent upon hiring the right person for the right job and ensuring that they are trained and capable to perform the assigned tasks and committed to providing superior customer service. In short, we hire for attitude and train for skill. Andy Frain’s success is a result of the selection, training and retention of the security guards that we hire.
We invest in our managers and security guards so they are trained and capable of living our tradition of “Customer Service is Every Employee’s Job.” Our on-going system of quality audits ensures our customers a high level of service. We continually strive to develop new programs that will improve service and add value for our customers. This client-centric business model has a proven record of successful delivery of customer service, security and technology.
The Andy Frain standard for recruiting encourages industry best practices in hiring qualified, professional people. We carefully select employment candidates who possess the applicable work experience, background, skills and professional image necessary to interact with customers, co-officers and customers. Selected candidates must project a positive image that is representative of the customer service expectations and security standards of our customers and our company.