Missouri State University

1481 Arena Patron and Event Services Coordinator

POSITION IDENTIFICATION

TITLE Arena Patron and Event Services Coordinator

CLASSIFICATION NUMBER 1481

GRADE 42

CLASSIFICATION Exempt

IMMEDIATE SUPERVISOR Executive Director, Athletic and Entertainment Facilities

MAJOR ADMINISTRATOR President

GENERAL FUNCTION

The Arena Patron and Event Services Coordinator coordinates the subcontracting of security, catering, hotel services, transportation services, piano tuning, and other necessary materials or services in compliance with artist or rental contracts. The Arena Patron and Event Services Coordinator assures the proper invoicing of performing groups for the cost of labor and materials. The Arena Patron and Event Services Coordinator represents the Arena for various projects and events, maintains the venue calendar, and interfaces with potential promoters regarding rental dates at the Arena.  The Arena Patron and Event Services Coordinator also has oversight of the suite operations at JQH Arena and Plaster Sports Complex in order to maintain positive contact with suite owners and premium seat holders to assure quality relationships with the University. The Arena Patron and Event Services Coordinator maintains records of lease terms and requirements and assists in the marketing and sales of premium seats at both venues.

MINIMUM ACCEPTABLE QUALIFICATIONS

Education: A Bachelor's degree is required; a degree in an arts or business field is preferred.

Experience:  At least one year experience is required in positions that required daily contact with the public.  One year of supervisory experience is preferred. Box office, guest services, hotel concierge, or related work experience in the entertainment or sports industry is preferred.

Skills: Excellent interpersonal as well as strong oral and written communications skills are required. Organizational and management skills are required. Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.

Other: The scope of the job frequently requires attendance at evening and/or weekend activities, performances, lectures, and/or rehearsals.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Coordinates events conducted in the JQH Arena by managing the subcontracting of security, catering, transportation services, piano tuning, and other necessary materials or services in compliance with artist or rental contracts, scheduling receptions, meetings, workshops, and similar events at the Arena, maintaining the master calendar of events, and arranging tours hosted by the Arena for visitors and guests.

2. Promotes productive and maximum utilization of the facilities of the JQH Arena by representing the Arena for various projects and events and recommending ways in which the Arena can participate in and support the project or event’s efforts.

3. Manages daily relations and additional ticketing services for all premium seat holders by assisting with ticketing and customer service and scheduling and organizing staff for events at the assigned venues.

4. Helps to assure that premium seat holders receive good customer service and have a positive experience when visiting the venues through an emphasis in customer service techniques, monitoring the performance of staff, complying with customer requests to the extent possible, and using discretion and independent judgment in solving problems quickly and to the satisfaction of the customer.

5. Facilitates ticket sales by maintaining and accurately preparing for the sale of tickets, charting by section, row, and seat number, indicating available seating for events and performances, and printing individual tickets.

6. Assists in the development of an effective and efficient box office staff by selecting qualified student workers, training them in box office operations and customer service, providing appropriate supervision, enforcing operational policies and procedures published in a box office operations manual, and evaluating work performance.

7. Safeguards ticket receipts by properly accounting for all cash received with respect to any additional ticket sales, maintaining accurate bookkeeping records regarding sales, and making deposits of ticket receipts appropriately.

8. Contributes to the marketing effort of the JQH Arena, Hammons Student Center, Plaster Sports Complex, and intercollegiate athletics by assisting in the development of marketing and promotional activities which are cost efficient and increase revenues, recommending improved box office operational methods and procedures, preparing reports for marketing staff, and assisting in mailing of seasonal brochures to season ticket holders, corporate and business sponsors, other constituencies and the general public.

9. Abides by and complies with National Collegiate Athletic Association (NCAA) and Missouri Valley Conference rules, academic standards, requirements, and policies of the University, and all guidelines and policies of the Athletics department and reports any concerns of compromise or violation of rules, standards, guidelines or policies to the Director of Athletics or the Associate Director of Athletics for Compliance.

10. Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.

11. Remains competent and current through self-directed professional reading, developing professional contacts with colleagues, attending professional development courses, and attending training and/or courses required by the Executive Director.

12. Contributes to the overall success of the JQH Arena by performing special projects and all other duties and responsibilities as assigned by the Executive Director.

 SUPERVISION

The Arena Patron and Event Services Coordinator reports to the Executive Director and supervises student employees.

OFFICE OF HUMAN RESOURCES

REVISED DECEMBER 2011

JOB FAMILY 4

Factor 1: Professional Knowledge, Skill, and Technical Mastery

Level 2 - 900 Points: Entry-level professional knowledge of the principles, concepts, practices, and methods of non-technical administrative and managerial functions. Knowledge permits the employee to carry out basic recurring tasks and routine portions of assignments or to carry out less demanding professional elements of assignments in areas including communications, social sciences, art and design, education, and related functions while gaining in familiarity with the University's policies and goals, business practices and/or accounting systems. This level of knowledge permits the employee to schedule and carry out the steps of a limited operation or project to complete stages of a multi-phase project. Knowledge at this level is typically acquired through a combination of formal education and/or training and experience that includes a requirement for a college degree in an unspecified field or a specific background in a non-technical area. Knowledge requirements may also include a limited amount of related work experience.

Factor 2: Supervisory Responsibility

Level 3 - 270 Points: Supervision of a limited number of (a) operative, administrative support, or paraprofessional employees who do not exercise a full range of supervisory responsibilities over other full-time employees, (b) a very small number of professional employees, or an equivalent combination of (a) and (b). The incumbent performs a full range of supervisory responsibilities including performance reviews of subordinates. The incumbent is generally responsible for training, planning, and directing the work of permanent employees, and provides major input into hiring decisions. Supervisory responsibilities consume moderate amounts of work time and may include general work planning tasks.

Factor 3: Interactions with Others

Level 4 - 500 Points: Interactions with others are somewhat unstructured. The purpose may be to influence or motivate others, to obtain information, or to control situations and resolve problems. Interactions may be with individuals or groups of co-workers, students, or the general public, may be moderately unstructured, and may involve persons who hold differing goals and objectives. Individuals at this level often act as a liaison between groups with a focus on solving particular unstructured problems. Interactions at this level require considerable interpersonal skill and the ability to resolve conflict.

Factor 4: Job Controls and Guidelines

Level 3 - 500 Points: The employee operates under general supervision expressed in terms of program goals and objectives, priorities, and deadlines. Administrative supervision is given through statements of overall program or project objectives and available resources. Administrative guidelines are relatively comprehensive and the employee need only to fill in gaps in interpretation and adapt established methods to perform recurring activities. In unforeseen situations, the employee must interpret inadequate or incomplete guidelines, develop plans, and initiate new methods to complete assignments based on those interpretations. Assignments are normally related in function, but the work requires many different processes and methods applied to an established administrative or professional field. Problems are typically the result of unusual circumstances, variations in approach, or incomplete or conflicting data. The employee must interpret and refine methods to complete assignments. Characteristic jobs at this level may involve directing single-purpose programs or performing complex, but precedented, technical or professional work.

Factor 5: Managerial Responsibility

Level 3 - 850 Points: Work involves providing significant support services to others both within and outside of the department that substantially influences decision-making processes. Work activities are complex and others rely on the accuracy and reliability of the information, analysis, or advice to make decisions. Work activities have a direct, but shared, impact on further processes or services, affect the overall efficiency and image of the department, and may have material impact on costs or service quality within the cost center. Incumbents may be responsible for identifying areas of need and for developing proposals that request funding to fulfill those needs.