Assistant Manager, Facility Operations-Charlotte Convention Ctr
19 days ago
Charlotte
Job Description Who We Are The CRVA works to deliver experiences that uniquely enrich the lives of our visitors and residents. Through leadership in destination development, marketing and venue management expertise, the CRVA leads efforts to maximize the region’s economic potential through visitor spending, creating jobs and opportunities for the community. Brands supported by the CRVA include the Charlotte Convention Center, Spectrum Center, Bojangles Entertainment Complex, NASCAR Hall of Fame, Charlotte Film Commission, Visit Charlotte and Visitor Info Centers. Job Summary The Assistant Manager, Facility Operations is responsible for ensuring the Charlotte Convention Center and NASCAR Hall of Fame (NHOF) are always in a state of readiness by managing the day-to-day aspects of the Facility Operations department in areas such as set-up, move-out, and building cleanliness and condition. The Assistant Manager is responsible for identifying and pursuing process improvement opportunities, crafting and improving training and standard operating manuals, and assuring that workflow is productive and proactive. The Assistant Manager is responsible for overseeing the creation and compliance of the department’s safety, equipment preventative maintenance, infectious disease prevention, and recycling/waste management programs. This includes the adoption and adherence of up-to-date practices, where viable, internal training/education, enhance signage where needed and results monitoring/reporting. A. Essential Job Duties • Works with the Manager, Facilities Operations to ensure policies, programs and procedures are being carried out to maximize efficiency in operating and maintaining the facilities., • Works to build and maintain a strong department workplace culture that attracts strong talent, supports employee engagement, growth, and retention, and positively impacts overall customer experience., • Conducts daily quality assurance checks of event and public spaces to ensure all event set-ups and building cleanliness meet client and internal partner expectations., • Conducts daily front of house, back of house and exterior grounds walks to ensure the complex is clean, safe and organized and reports any deficiencies to appropriate departments., • Engages with department staff to ensure employee relations are priority., • Identifies and ensures preventative maintenance plans are carried out., • Creates and monitors weekly staff and contractor schedules to maintain budget adherence and effective use of labor costs while ensuring CCC & NHOF operations are effectively staffed., • Communicates with various departments to understand the needs of facility services., • Develop and oversee customer service initiatives within the department., • Work closely with vendors to ensure various contracted services are being executed to expectation and per agreement; gets quotes from vendors for services., • Works to meet the needs of each department by addressing all issues in a timely and proactive fashion directly or through subordinate staff., • Uses internal system/CORE to track events and complete work orders for all events held at the convention center and NHOF., • Works closely with Event Managers at CCC & NHOF to ensure paperwork is received on time, is up to date, and that the facilities department has all the information it needs to be successful for each event., • Manages departmental work order management system and monitors to ensure program success; implements changes and improvements as needed., • Oversees execution of facility wide GBAC STAR infectious disease program and makes sure all facets of program are being carried out to standard and ensures facilities remain in compliance with this program., • Uses various tools and technologies to perform on the floor inspections to ensure cleaning protocols are being carried out to maximum efficacy; tracks and addresses any deficiencies in a timely manner., • Performs quarterly audits of all department programs and SOPs to ensure all practices are up-to-date, effective, and always in compliance with each program’s respective agency (ISSA, GBAC, OSHA, LEED, etc.); makes necessary edits and documents such changes, conducts any additional staff competency trainings or re-trainings as a result of such changes., • Informs staff of housekeeping or general labor needs to ensure successfulness of all facility events., • Oversee condition and inventory counts of equipment, and routine preventative maintenance of all leased and owned cleaning equipment; schedules repairs of any equipment no longer in functioning condition or proposes the removal or replacement if repair isn’t possible/feasible., • Generate operational reports for management as needed., • Ensures staff performance expectations are communicated and maintained., • Evaluates staff to ensure safe work practices are being met., • Will pursue and obtain certifications as deemed necessary for job duties., • May perform other duties as required., • Must be able to work flexible hours to include evenings, weekends and holidays. B. Consistently deliver the best in customer service. Demonstrate a passion for inspiring and be a driving force behind an amazing team to foster strong cross-functional relationships internally and externally by applying the Service Philosophy, to deliver memorable customer experiences. C. Champion CRVA’s mission, vision and core values and comply with organizations policies and procedures. Scope of Responsibility • This role is responsible for assisting in budgetary analysis, preparation, and review., • This role will have periodic access to confidential data including wages and salaries, financial statements, customer quotes, product costs, and company plans, designs, and programs. Supervisory Responsibility • Manages subordinate supervisors in the Facility Operations department that supervise a total of approximately twenty full-time employees plus part-time and event contracted employees., • Responsible for the performance, coordination, and evaluation of the facility operations department., • 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; documenting formal coaching sessions and keeping employee files up to date, addressing complaints and resolving problems., • Creates and monitors staff professional development plans and works to provide resources to staff, where feasible, to assist in employee growth., • Handles all employee relations in a professional manner with CRVA’s core values and employee 1st culture mindset as the foundation. Knowledge and Skill Requirements • Ability to operate and manage day to day operations autonomously without direct supervision with a high level of accountability, attention to detail, and sense of urgency., • Ability to establish a positive rapport using tact and discretion with patrons and team members., • Ability to learn workplace safety, green cleaning and recycling best practices and an translate these into effective programs, internal staff trainings and education., • Ability to write reports, business correspondence, and procedure manuals., • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public., • Ability to prioritize multiple projects and meet strict deadlines with deliverables., • Ability to work under minimal supervision, • Ability to work flexible hours, including nights, weekends, and holidays in addition to normal business hours as needed, • Must have professional attitude and appearance, • Ability to anticipate problems and implement immediate corrective action, • Ability to perform effectively under significant pressure typically associated with meeting the demands and timetables of the venue industry, • Basic knowledge of facility operating standards, building maintenance, custodial, personnel and office management, • Ability to learn new software programs and technology and effectively implement into day-to-day operations., • Effective supervisory skills. Ability to deal effectively with personnel problems; to deal constructively with conflict; to motivate, provide counsel and execute applicable solutions, • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form., • Ability to anticipate customer needs, builds positive relationships with customers and vendors, goes the extra mile to satisfy and exceed customer needs., • Treats all customers and vendors with highest degree of respect and courtesy, delivers exceptional service to internal and external customers. Education and Experience • High School (H. S.) diploma required; and five to six years related experience and/or training; or equivalent combination of education and experience. Bachelor’s degree (B. A.) preferred., • To perform this job successfully, an individual should have knowledge of Microsoft Office Suite software; Spreadsheet software; and Two-way radio. Physical Demands • The employee must regularly lift and /or move 50+ pounds., • Specific vision abilities required by this job include close vision. While performing the duties of this job, the employee is regularly required to walk & sit; use hands to handle or feel and talk or hear., • This employee is sometimes required to perform the same duties as the staff as required to correct operational deficiencies which can include pushing, pulling, lifting, using hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl., • The employee will often use power hand tools. Work Environment • The noise level in the work environment is usually moderate depending on event activity within the facility. What We Offer • Education Reimbursement, • NC Retirement System, • CRVA University, • Employee 1st Culture, • CORE Values Travel Required This job has no travel requirements. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed 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. Inclusion to us means respecting all differences and that those differences can drive people and performance to new heights. Our “employee first” culture requires engagement and engagement can’t happen without the voices of many talented individuals charting our direction.
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