Serves in an executive leadership role on behalf of the San Diego Convention Center. Strategizes, manages, plans and implements all aspects of in-house asset protection, security, public safety and guest services functions. Is a key contributor to technologically advanced security initiatives in keeping with the San Diego Convention Center Corporation's high standards of service delivery; facility life safety protection of employees, clients and guests; preservation and protection of assets under the control of the San Diego Convention Center Corporation by performing the following duties personally or through subordinate supervisors.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Oversees all aspects of the Public Safety and Guest Services Departments. Provides the pro-active professional support with peers and subordinates to increase service delivery of the Guest Services Division products, i.e., aid and assist guests and clients in the Corporation's facilities; provide for secure facilities; reduce and eliminate hazards; provide accurate and thorough reporting of guest services and internal security-related incidents; effective and efficient control of resources; identify, recommend and implement potential revenue applications.
Works in conjunction with the venue Leadership Team in strategizing focus and initiatives for the betterment of the whole organization; and, specifically to enhance the customer experience.
Develops, implements and maintains strategic plans around areas of oversight, operational policies, procedures and standards for trademark guest services to clients, facilities internal security, traffic control, crowd management, surveillance , patrol and protection of assets under the control of the Corporation. Works with the information technology team as a contributor in developing cyber security programs.
Takes initiative in seeking out new technologies that will keep areas of oversight progressively moving forward in an industry leadership role. Actively engaged with IAVM, ESCA and local security affiliated organizations.
Review and analyze event requirements and develop appropriate in-house security plans and guest services plans at the Convention Center. Liaisons with clients in need of specialized services i.e. VIP escorting, protection services, protestors etc.
Acts as primary contact for the Convention Center’s emergency issues, member of the Emergency Management Team and leads the Emergency Response Team. Develops implements and assures facilities compliance with facility life safety and emergency response and evacuation policies and procedures. Takes lead in the coordination and variety of semi-annual all staff drills i.e. fire, earthquake, active shooter etc.
Builds relationships within the community with all emergency responding agencies such as SDPD, FBI, DHS, Harbor Police, County Health, etc. Acts as host of the annual first responder’s breakfast ensuring consistency of interaction within the venue and developing familiarity with venue layout and staff.
Establishes and maintains an ongoing employee awareness/asset protection program designed to inform all employees of the various means by which assets are lost, and provides an effective mechanism by which employees can timely inform the Corporation of losses or problems concerning loss of assets. Manages and coordinates investigations of asset losses.
Reviews all incident reports (missing property, guest injuries, guest illness, crime reports etc.) and may assist HR with employee related investigations. The Director will oversee the process/procedures Public Safety related investigations and will get involved directly when further investigation is required that would call for more detail and attention. The Public Safety Assistant Manager and the Director are both expected to assist with more in depth investigations due to the time consuming nature of the task. i.e. video review, identifying suspects, accessing employee records with HR assistance or contractor records (ESCA WIS).
Develops access programs around vendors and clients to ensure ease of access for those required and limiting access to others.
Identifies and analyzes asset vulnerabilities and loss trends, establishes plan and budget, allocates resources, manages, monitors and reviews staff and measures results. Submits operating budgets and assumes accountability for budget compliance for operating goals for Division.
Maintains appropriate liaisons with designated community constituencies, regulatory and enforcement agencies, internal and external clients, senior management, peers and subordinates.
Partakes in all committees and discussions surrounding venue design as the perspective of safety and security through design to ensure the venue and the internal and external areas surrounding the venue are well protected and all have ease of exiting
Serves as a coach, mentor and leader in peer and subordinate professional relationships.
Oversight of training and accountability for all supervisors and Public Safety and Guest Services representatives
Coordinates, oversees scheduler and supervises the daily public safety and guest services duties through subordinates at the SDCCC. Security responsibilities are to ensure appropriate coverage of the loading dock, base, assigned static locations, mobile patrol for interior and direct exterior locations. Follows up on all service levels provided by team members, makes adjustments as needed to staffing levels and schedule.
Oversees the creation and implementation of criteria necessary for all third party security providers for events. Ensures all providers that meet criteria maintain criteria in order to remain as a preferred provider for clients to contract.
Responsible for enforcing Corporation policies, procedures, rules and regulations.
Manages, mentor, coaches, provides leadership and disciplines a diverse level of subordinate supervisors who, in turn, supervise a diverse workforce of full and part time employees in the Guest Services and Security Services Divisions. Is responsible for the overall direction, coordination, and evaluation of these units. Evaluates and writes performance reviews, performs investigations or follow up on investigations as needed. Manages collective bargaining contract with Teamsters Local 542 and participates in the negotiation process. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
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
Bachelor's degree from four-year college or university in Business Management, Political Science, Criminal Justice, or related Liberal Arts studies preferred. Eight (8) years related experience, with five (5) years of this experience in a supervisory/management capacity and/or training in major corporate guest services, major private company security, major private company business management, established law enforcement agency experience, or combination thereof required; or equivalent combination of education and experience. Directly related management experience and/or command/supervisory experience with demonstrated leadership skills required.
Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.
Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
CERTIFICATES, LICENSES, REGISTRATIONS
Active and participatory membership in professional management, guest services, or security related associations highly desirable.
IAVM Academy for Venue Safety and Security (AVSS) – Graduate
Trained Crowd Manager (TCM) obtained within 180 days of hire
CPR/AED and First Aid Certified
OTHER SKILLS AND ABILITIES
Experience in scheduling, organizing and directing sizable staff. Excellent communication, interpersonal and leadership skills required. Ability to train, coach, mentor employees, and assist in preparation of training materials and presentations. Knowledge of budgetary process. Position requires availability 24 hours a day 7 days a week. Must be able to work under pressure and within short time constraints. Need to have the basic abilities in the following areas:
Principals of strategic and tactical leadership Principals of customer service and hospitality Principles of leadership, supervision and training Motivation, team development and creation of positive workplace culture Principles and practices of basic accounting and budgeting Negotiate and implement facility contracts for services Preparation of clear and concise reports for Board and Executive Leadership Research, analyze and evaluate new service delivery methods, procedures and techniques Event management software systems
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee(s) for this job. Duties, responsibilities and activities may change at any time with or without notice.
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.
While performing the duties of this job the employee regularly remains in an office at a computer workstation and accesses information from a computer. The employee is required to be mobile to, from, and within the office suite, and will be required to leave the suite and maneuver throughout the facility and at times the city. The employee must occasionally move up to 25 pounds. May be required to act and move quickly throughout the facility in order to be physically present in addressing workplace incidents.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The office for the Director, Public Safety & Guest Services, is located in a basement level suite of offices, adjacent to the parking structure, and does not have access to windows. Indoor HVAC unit monitors and controls temperature and airflow. Lighting provided by overhead bulbs and lamps. The noise level in the work environment is usually moderate and includes noises from machinery in operation above the office as well as office equipment located within the office suite. Frequent computer use at a workstation. Frequent interaction with employees via email, telephone, delivery correspondence, and/or face-to-face. During event activity, this position will traverse on different show floors, which include lobby areas, front driveway, security base, guest services office, loading docks, exhibit halls, mezzanine level and upper level meeting rooms. While on the show floor, employees may be exposed to moving mechanical parts and equipment, such as forklifts and electric carts, as well as loud noises originating from the use of individual and multiple quantities of mechanical equipment. The employee is occasionally exposed to toxic or caustic chemicals, exhaust fumes, airborne particles, and risk of electrical shock for both indoor and outdoor environments. The noise level on the show floor is usually loud. The outside work environment includes exposure to uneven street pavement and sidewalks, and high levels of pedestrian and vehicular traffic. This position requires frequent interaction with guests, and public to include government officials, law enforcement agencies and VIPs in and out of the facility.
Internal Number: DIREC01797
About San Diego Convention Center Corporation
The San Diego Convention Center Corporation is a public benefit corporation created by the City of San Diego to exclusively manage, market and operate the 2.6 million sq. ft. waterfront facility. The mission of the SDCCC is to generate significant economic benefits for the greater San Diego region by hosting international and national conventions and trade shows in our world-class facility.