Director of Security & Guest Services

POSITION: Director of Security and Guest Services

DEPARTMENT: Security

REPORTS TO: General Manager

FLSA STATUS: Salaried/Exempt

Job Summary:

The Director of Security and Guest Services oversees all security measures and guest relations at Target Center. This role ensures the safety of all patrons, employees, and assets while enhancing the overall guest experience. The director actively collaborates with various departments to resolve guest-related issues and improve service delivery.

Essential Duties & Responsibilities

including but are not limited to

• Lead the development and implementation of integrated security and guest services strategies to ensure a safe, welcoming environment for all visitors and staff.
• Oversee and streamline facility admissions, event security planning, and emergency response protocols.
• Enhance guest satisfaction by developing innovative solutions for efficient attendee flow and positive visitor experiences throughout the venue.
• Supervise, train, and evaluate the performance of security and guest services teams, fostering a culture of excellence and continuous improvement.
• Conduct regular reviews of service delivery methods and outcomes, implementing enhancements in collaboration with the Event Management and Operations teams.
• Manage the procurement of security and guest services equipment and services, ensuring cost-effective resource utilization.
• Prepare and administer the department’s budget, projecting future needs and controlling expenditures.
• Establish robust working relationships with local, state, and federal agencies to maintain high standards of safety and compliance.
• Facilitate effective communication and coordination among staff, stakeholders, and external partners through regular meetings and briefings.
• Ensure compliance with all applicable laws, regulations, and industry standards.
• Remain on-call for emergency response and critical issues related to facility operations.
• Execute additional responsibilities as directed by the General Manager or Assistant General Manager.
  
  

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education And/or Experience

• Must possess current working knowledge of operational characteristics, services and activities of public facility security and safety programs; crowd management and control techniques; principles of municipal budget preparation and control; pertinent Federal, State, and local laws, codes, and regulations
• Five (5) years of an increasingly responsible leadership role in the development and management of a security operation in a public facility, convention center or arena
• Bachelor’s degree in Criminal Justice, Business, or related field preferred, and three years related experience and/or training or the equivalent combination and experience with developing and leading a security operation in a major venue
• Ability to discern security threats based on information received from law enforcement agencies
• Prior management experience, including the ability to direct, train, motivate and evaluate security staff
• Must be able to provide clear and effective direction to staff in emergency response situations
• Prior experience with Union-represented personnel preferred
• Prior experience with negotiating collective bargaining agreements preferred
• Must be proficient in Microsoft Excel, Word, and Outlook, as well as experienced and knowledgeable about the security related IOT
• Must be willing and able to work nights, weekends, and holidays
  
  

Skills And Abilities

• Experience as a security professional knowledgeable in security procedures, facility capabilities, industry terminology, event-related services, and technical requirements for the types of events anticipated at the facility
• Operate a portable radio and standard office equipment including copier and fax machine
• Organize and prioritize work to meet deadlines
• Maintain an effective working relationship with clients, employees, guests, and others
• Be licensed and insured to operate a motor vehicle in the United States
  
  

Physical Demands

The physical demands described here 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 enable individuals with disabilities to perform the essential functions of their job.

While performing the duties of this job, the employee is required to walk extensively, occasionally required to kneel, climb to high walkways or balance. This position requires work inside and outside of the building and some exposure to adverse conditions.

Note

The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.

ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.