Safety & Security Manager

Reports to: Theatre Operations Manager
Direct Reports: Security Supervisors, Security Leads, Event Security Team
Department: Security, Administration
Work Location: Paramount Theatre, Oakland

Position Summary

The Safety + Security Manager leads by example and is responsible for cultivating workplace culture and standards of customer service for the security team in keeping with Paramount Theatre values and service standards for the guest experience. This person will help enhance the Paramount Theatre experience; ensuring superior service and a safe and welcoming environment is provided to all patrons, clients, and guests during their visit. Safety + Security Manager’s goals and objectives are consistent with the Paramount Theatre promise, “ALWAYS THE BEST SHOW IN TOWN.”

This position functions as both a manager and first-line supervisor, ensuring subordinate staff have clear work direction and guidance. This incumbent is responsible to carry out the full spectrum of supervisory responsibilities in accordance with Paramount Theatre policies and applicable laws. Responsibilities include hiring and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Position Hours

This is a full-time position. Hours will include evenings and weekends based on the Theatre’s calendar of events. Minimum working hours are 40 per week.

Primary duties and responsibilities include, but are not limited to:

– Upholds the Paramount Theatre Values, leading by example: Honor, Accountability, Humility, Legacy
– Effectively manage the daily functions of the department to maintain protection of property assets, associates, guests, and property
– Create, maintain, and implement an effective recruitment and training program for the security department. – — Directly manage staff including coordinating, recruiting, hiring, training, scheduling, coaching, payroll preparation, and evaluating the security team including building security and event security.
– Develop event security operations guide and relevant materials communicating team standards and policies related to the protection, safeguarding, and security of the physical building and employees, guests, vendors, and clients without compromising a consistent and high quality experience. Identify methods to measure effectiveness of procedures to ensure ongoing success, team accountability, and overall safety and security effectiveness.
– Collaborate with Theatre Operations Manager to conduct event risk assessment, develop access management and site security plans for all events at Paramount Theatre.
– Manage, evaluate, and troubleshoot the safety and security function during events; recommend and implement adjustments to reduce facility expenses and increase event revenue without compromising an extraordinary guest experience.
– Ensure the safety of guests, volunteers, staff, and clients through the proper awareness and coordination of crowd dynamics, and implementation and training of emergency procedures for the security team.
– Ensure all details of event (pre, during, and post) are effectively communicated, coordinated, and delivered to all security staff and stakeholders.
– Schedule and liaise with third-party licensed medical provider for all events ensuring medical and injury documentation is completed/filed as required.
– Schedule, direct, and liaise with third-party security provider ensuring the effectiveness of event security deployment including theatre entrance access management, food + beverage service locations, and other front-of house locations.
– Responsible for security systems, equipment, and supplies. This includes operational functions and maintenance; additionally, this includes but is not limited to cameras, radios, keys, and security detection equipment.
– In direct coordination with the Box Office Manager, House Manager and Theatre Operations Manager, responsible for Paramount Theatre compliance for patron accessibility. This includes ongoing operations and management of assets and resource identification to meet and/or exceed ADA standards, including communication with clients, staff and patrons.
– Maintain front of house and facility safety and evacuation procedures in alignment with industry standards and best practices.
– Develop and manage an operating budget for the safety and security function in collaboration with the Theatre Operations Manager.
– Perform other duties as assigned.

QUALIFICATIONS:

Education/Licensing and Work Experience:

Bachelor’s degree AND
– Minimum of five (5) years of supervisory or lead experience in a customer service based industry, preferably Safety + Security Management in a professional performing arts facility

OR

– Any combination of education and experience that provides the necessary knowledge, skills and abilities to perform the duties and responsibilities
– Must be a California State licensed Security Guard
– Possess or obtain within three months of hire Trained Crowd Manager or similar industry certification or training

Knowledge, Skills and Abilities

– A demonstrated knowledge of safety and security function management for events and a commitment to continuous learning and development.
– Proven event-based real-time situational awareness and an understanding of how various departments’ roles affect the optimal guest experience, and the presence of mind to preemptively direct staff to avoid potential problems or minimize undesirable impacts.
– Certificate of completion in Safety + Security training preferred.
– Working knowledge of life-safety, ADA, and Crowd Management compliance; local, state, OSHA and federal guidelines.
– Experience with developing successful customer service training programs for security and/or guest experience staff.
– Able to work effectively with the public, anticipating and defusing disputes, behaviors or situations, and achieving positive outcomes.
– Possess interpersonal skills and ability to use diplomacy and tact in order to establish and maintain effective working relationships with co-workers, clients, and touring personnel.
– Able to work evenings, weekends, and holidays, based on the theatre’s calendar of events.
– Intermediate user of Microsoft Suite and web-based software systems.
– Work effectively with computerized information systems and adapt quickly to system changes and updates including programs for employee/volunteer scheduling, event management systems, or other systems as needed.
Communication skills both written and verbal are crucial, and the ability to lead and work as part of a team in a fast-paced, detail-oriented workplace.
– Ability to effectively develop, utilize, and continuously improve written guidelines and procedures for the benefit of both clients and internal stakeholders.
– Management skills and abilities to effectively coach, lead, support, and supervise staff to achieve positive outcomes.
– Establish and maintain effective working relationships with co-workers and guest experience and security team.
– Familiarity with industry standards, theater policies and procedures, rules and regulations.
– Analyze information and use logic to resolve issues and problems.
– Ability to clearly communicate customer service concepts both verbally and in writing.
– Must have problem solving abilities, be self-motivated, well organized, and able to handle regularly shifting priorities of the event business.
– Constant dedication to professional, organizational, and industry improvement.
– Use discretion with confidential, sensitive, and proprietary matters.
– Ability to transport up to 50 pounds on occasion and up to 25 pounds regularly.
– Ability to ascend/descend stairs to reach different areas of the theatre, in support of audience and event needs.
– Must be able to traverse the building and maintain stationary positions, in support of audience and event needs.