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Job Summary:
Crowd Manager Supervisors maintain established security policies and procedures that will protect venue assets, colleagues and guests while providing supervision to event staff crowd managers during all sports, concerts, and other events.
Key Responsibilities:
During events, crowd manager supervisors are accountable for the direct supervision of the gate leads and crowd managers assigned to their area of responsibility. Additionally, crowd manager supervisors have a role in ensuring the safety and welfare of all colleagues and guests including the physical contents of the venue. During any event, crowd manager supervisors may have to perform one or more of the following:

• Conduct general briefings of crowd managers, sharing relevant information regarding safety, or details specific to a particular event.
• Conduct specific briefings for gate leads, crowd managers, and other event staff personnel assigned at their area to ensure consistent and smooth operations at their area of responsibility.
• Inspect crowd managers assigned to them to ensure they are in compliance with established uniform and appearance policies.
• Contribute to the safe and friendly fan atmosphere by assisting with screening all guests and guest packages being brought into the venue. Screening is conducted by electronic detectors, X-Ray Machines and/or physical searches of persons and property.
• Ensure all detecting devices and security equipment in their area of responsibility is arranged in accordance with the set-up scheme for a specific location, and is operating properly.
• Ensure that venue policies and procedures are followed concerning guests requiring private security screenings in their area of responsibility.
• Ensure that transitional personnel movements are made in a timely manner and to the correct position.
• Responds to and resolves security questions, concerns, complaints, or suggestions from colleagues or guests in their area of responsibility.
• Respond quickly and correctly to an incident or emergency requiring a supervisor.
• Remind crowd managers and guests of rules to be followed in a tactful and professional manner without making enemies for themselves or the venue.
• Ensures crowd managers have obtained relevant information in order to write an accurate incident report. Reviews crowd manager incident reports for correct content and accuracy.
• Ensures crowd managers gather and preserve evidence (e.g. photographs, documents, statements, etc.) that are relevant to specific incidents that occur within the venue or its immediate area.
• Identify, diagnose and resolve safety concerns in order to maintain and promote a fan-friendly entertainment environment.
• Serve and professionally interact with guests attending events, provide information and direction to inquiries from guests or colleagues in a positive and friendly manner. Offer or deliver alternative options or resources to assist guests in resolving complaints or disputes.
• Notify security department management and/or proper authorities as situations dictate.
• Contribute to the overall security team effort by accomplishing other related tasks as needed.
• Assist with VIP/Specialized/Executive Protection Details.

Required Knowledge, Skills and Abilities:

• Knowledge of relevant equipment, policies, procedures, and strategies to promote effective security operations for the protection of colleagues and guests.
• Strong verbal and written communication skills
• The ability to read, understand and follow written instructions, and understand and comprehend verbal instructions.
• Exhibit and maintain a professional demeanor when interacting with others, especially during stressful situations.
• Exercise good judgment and emotional control while remaining objective when interacting with colleagues and guests.
• Exercise integrity in all aspects of job duties and performance.
• Reliable in reporting for work on time and when assigned.
• Strong problem-solving, mediation, and coaching skills.
• Ability to use a radio or other communication device to communicate with and stay in contact with other security personnel.
• Demonstrated experience in information gathering, de-escalation, and report writing.
• Strong working knowledge of IS & E security department policies and procedures.
• Ability and/or willingness to work at multiple venues.
• Demonstrated, strong supervisory and training ability.

Education and Experience:

• Must possess a high school diploma or equivalent.
• Possess one of the following:
  • Law Enforcement Command Experience-Current or former law enforcement command experience at a level equivalent to Sargent or above, to include local, state and federal law enforcement agencies, the TSA, Customs and Border Patrol or the Department of Corrections. Candidate must not have been under disciplinary action at the time of separation from the employing agency.
  • First Responder Management Experience-Current or former Firefighters, EMTs, Paramedics, RNs, LPNs, Nurse Practitioners or Physicians Assistants who held supervisory or management positions for 2 years or more. Candidate must not have been under disciplinary action at the time of separation from the employing agency.
  • Non-Commissioned Officer or Commissioned Officer Military Experience-Current or former active-duty military, reserve, or National Guard members with the rank of non-commissioned officer or commissioned officer. Former active-duty military, reserve or National Guard members must have two years of service and be separated under honorable conditions.
  • Security Experience-Three years working in a supervisory or management security role with a security company other than Ilitch Sports & Entertainment.
  • Three years or more experience working in the Ilitch Sports & Entertainment security department as a Crowd Manager, Coordinator or Security Representative or other role.

Working Conditions and Physical Demands:

• Flexible schedule to include working days, nights, weekends, and holidays.
• Must be able to stand and walk for extended periods of time, usually 6-7 hours.
• Must be able to navigate stairs.
• Must be able to reach with hands and arms and use hands and fingers to handle objects and operate equipment necessary to perform primary duties.
• Must be able to bend and lift objects necessary to perform primary duties.
• Must be able to work in a variety of outdoor climates including extreme heat and cold, humidity, rain, and darkness.
• Must be able to defend self or others, using minimal physical force if necessary, and only in accordance with corporate use of force policies.

All items listed above are illustrative and not comprehensive. They are not contractual in nature and are subject to change at the discretion of Olympia Entertainment.

Olympia Entertainment is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regards to that individual's race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

The Company will strive to provide reasonable accommodations to permit qualified applicants who have a need for an accommodation to participate in the hiring process (e.g., accommodations for a job interview) if so requested.

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