Operations Lead - MGM Fenway Music Hall

Job Description

THE JOB

The Operations Lead is responsible for assisting the operations manager with all aspects of operations at MGM Music Hall Fenway.

WHAT THIS ROLE WILL DO
• Works directly with the Ops Manager and Ops Supervisor to perform day of show duties
• Respond to all elevated staff/guest inquiries and or concerns regarding all shows, artist meet and greet packages, amenities including Mass Mutual access as well as our VIP program and seat upgrades
• Work through and correct guest concerns and complaints regarding security and customer service-related situations
• Follow up with Security and Guest Services teams to ensure that service standards are met
• Perform opening/running/closing duties according to Live Nation policy
• Inform guests of Music Hall amenities & make recommendations
• Maintain line of sight/atmosphere control by circulating through work area and reporting any issues encountered
• Suggestive selling of all venue products and services when applicable
• Keep current on all Standard Operating Procedures and be able to effectively communicate them to team members
• Ensure responsible alcohol service per Responsible Alcohol Service training & Live Nation alcohol policies
• Ensure proper line of sight maintenance by all staff at all points of guest contact as well as maintaining the security of Back of House areas
• Communicate to M.O.D. any issues that guests or team members may have
• Work with the M.O.D. to resolve any and all guest issues- consults or involves management if the situation escalates
• Required to work Special Events that are scheduled throughout the venue
• Serves as the main point of contact for Artist's Merchandise Representative on day of show
• Assists Artist Merchandise Representative with staffing and POS (point of sale) logistics.
• Creates show and inventory items in atVenu.
• Verify starting count of all merchandise inventory and match grosses with Artist's Merchandise Representative.
• Maintain and establish payment tracking spreadsheet of all outstanding merchandise balances and follow up for payment.
• Verify ending count of all merchandise inventory and settle on atVenu with artist.
• Collect cash payment onsite or collect contact information for payment follow up.
• Other operational duties as assigned

WHAT THIS PERSON WILL BRING

Required:
• Responsible Alcohol Awareness Training Certification or Equivalent
• Working knowledge of high-volume nightclub operations, responsible alcohol service and guest relations
• Skills in guest relations/staff relations- Assessing and anticipating special needs of guests
• Prioritization of duties and effective communication skills
• Ability to handle multiple tasks/issues at one time effectively, with an upbeat attitude
• Read guests in order to anticipate their needs
• Turn potentially negative situations into positive ones
• Communicate well with team members and managers and foster an atmosphere of unity and camaraderie
• Special requirements (State Guard Card or equivalent certificate)
• High School Diploma required

Preferred:
• Experience in a live music environment
• College diploma in related field

Physical Demands/Working Environment:
• Working environment is fast-paced, often loud and stressful
• Position requires extended periods of prolonged standing and working on your feet
• Must be able to lift or move up to 40 lbs using proper lifting techniques

Jobcode: Reference SBJ-864x8q-18-97-9-169-42 in your application.