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POSITION: Exhibitor Services Manager

FACILITY: Duke Energy Convention Center

DEPARTMENT: Operations

REPORTS TO: Director of Operations

FLSA STATUS: Salaried Exempt

LEGENDS GLOBAL

Two powerhouse companies have joined forces to redefine excellence in sports, entertainment, and live events. Together, we combine unmatched expertise with a global reach, offering an end-to-end solution across all areas of venue operations and revenue generation for many of the world’s most iconic brands and venues.

Legends brings a 360-degree, data-driven approach across planning, sales, partnerships, hospitality, and merchandise, working with top-tier clients to deliver exceptional experiences.

ASM Global, the world leader in venue management and live event production, oversees 400+ arenas, stadiums, convention/exhibition centers, and performing arts venues globally.

Our organization is committed to building an inclusive, innovative environment where differences drive solutions that benefit our team members, guests, and partners. Guided by our values of respect, integrity, and accountability, we create a workplace where everyone can succeed. Are you ready to be part of the team that is transforming live entertainment? Join us to make legends happen!

THE ROLE

Provides professional client services support while serving as the primary liaison between clients and facility departments to oversee all aspects of facility operations related to events and exhibitor services. Supervises and coordinates the activities and operations for client services support while serving as the primary liaison between exhibitors and facility departments to process electrical, utilities, cleaning, and telecommunications orders. Effectively communicates these needs to the Utility Services Manager (USM), Exhibitor Services Coordinator, Electrical Engineer, sub-contracted electrical/engineering staff and the operations department. Job responsibilities also include on-site Exhibitor Services Desk coverage as required per event specifications. Requires a commitment to work a flexible and irregular work schedule according to specific event agendas and assignments, including lengthy hours, early mornings, late evenings, weekends, and holidays.

Essential Duties and Responsibilities

+ Responsible for planning, coordinating & supervising the logistics of executing exhibitor service orders

+ Coordinate with Director of Event Service and Event Managers in customizing Exhibitor Kits

+ Process exhibitor service orders and provide show support while operating the Exhibitor Services Desk as needed during Trade and Consumer shows and some special events as warranted

+ Process credit card orders and record all money received for exhibitor services pre/present/post events

+ Process, distribute, and track all exhibitor services orders

+ Process exhibitor service collections following show floor electrical audits to collect payment

+ Work closely with Event Managers to coordinate exhibitor/clients customer services relations

+ Intermittently assist the event staff with coverage of events while serving as the Facility Manger on Duty as required

+ Frequently required and responsible to work a flexible and irregular schedule, including lengthy hours, early mornings, late evenings, weekends and holidays as required by specific event agendas, event requirements, and event assignments

+ Conduct room setup specification checklists

+ Administer events and ensure facility management policies and procedures and objectives are upheld

+ Participate in event preview/reviews in weekly production staff meetings

+ Receive, respond, and resolve challenges and complaints that may occur during events from clients or guests

+ Research and resolve customer service issues before/during/after events

+ Maintain an active and positive working relationship with internal and external partners

+ Ensure timely and accurate event information is delivered to the finance department for settlement/invoicing purposes

+ Exercise discretion and utilize independent decision-making during events that will best represent the facility and serve the guests and clients

+ Interacts with other facility staff in a professional, courteous, and cooperative manner

+ Provide excellent customer service to internal and external clients

+ Perform other duties as assigned

Supervisory Responsibilities

Carries out supervisory responsibilities in accordance with all Legends & ASM policies and applicable laws. Responsibilities include supervising and coordinating the activities and operations for client services support while serving as the primary liaison between exhibitors and facility departments to process electrical, utilities, cleaning, and telecommunications orders.

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

+ Bachelor’s degree from an accredited four-year college or university and four (4) years related experience and/or training in the public assembly industry in a supervisory or management position, or an equivalent combination of education and experience.

Skills and Abilities

+ Self-motivated with excellent interpersonal and communications skills and the ability to function and make decisions in a fast-paced high-pressure environment

+ Ability to multi-task within time constraints

+ Ability to work effectively in a service-oriented environment subject to frequently changing priorities

+ Must be able to respond calmly and make rational decisions when handling conflicts

+ Demonstrate knowledge in operational procedures, facility capabilities, industry terminology, event-related services, and technical requirements for the types of events anticipated at the facility. Must possess a thorough understanding of facility’s electrical, mechanical, HVAC and other systems.

+ Engage in much decision-making that is generally governed by procedure and guided by policy.

+ Maintain an effective working relationship with clients, employees, exhibitors, patrons and others encountered in the course of employment.

+ Read and comprehend blueprints, drawings, and other related materials.

+ Follow oral and written instructions and communicate effectively with others in both oral and written form.

+ Organize and prioritize work to meet deadlines. Work effectively under pressure and/or stringent schedule and produce accurate results.

+ Operate a personal computer using MS-DOS, CAD, Windows, Word, Excel, Momentous, BlueBeam, and other standard office equipment.

+ Be licensed and insured to operate a motor vehicle in the United States.

+ Remain flexible and adjust to situations as they occur.

+ Knowledge of Spreadsheet software and Word Processing software and be proficient in Microsoft Word, Excel, and PowerPoint.

+ Ability to work irregular hours including, night shifts, weekends and holidays.

Computer Skills

To perform this job successfully, the individual should have intermediate knowledge of Microsoft Office programs (Outlook, Word, Excel, and PowerPoint), Momentous, and BlueBeam.

COMPENSATION

Competitive salary, commensurate with experience, and a generous benefits package that includes medical, dental, vision, life and disability insurance, paid vacation, and 401k plan.

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.

+ While performing the duties of this job, the employee is regularly required to sit for long hours; use hands to handle files, type and operate office machines; to talk and hear on the telephone. Specific vision abilities required by this job include close vision to handle office correspondence.

+ This position will require a considerable amount of walking, climbing, stooping and possibly heavy lifting. The position requires work in both indoor and outdoor settings.

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.

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