Event Operations Manager

*Job Description* The Event Operations Manager is responsible for the oversight of the operations team and key activities that support and enable inspiring experiences and memorable events that will occur in the Innovation Center.
The manager will be responsible for responding to and delivering on all aspects of the Innovation Center operations through a hospitality lens; offering continuous attentive service and creating an exceptional employee experience.
The Event Operations Manager will be a collaborative partner who is confident and comfortable with Innovation Center processes and tools.
The Manager will establish trust based relationships and will establish yourself as a key member of the team.
This is an internal client facing role that provides the opportunity to combine your passion for delivering a high level of service, with excellent people skills, and an enthusiasm for getting issues resolved quickly in order to enhance the on-site experience for employees.
The Event Operations Manager will oversee a team of 2 Innovation Center Ambassadors.
Ambassadors will be responsible for the daily oversight of events and concierge activities, achieved through face-to-face engagement, proactive communication, effective time management, and exceptional customer service.
Ambassadors ensure that a high touch, seamless, and consistent level of service is provided at every user touchpoint.
The Ambassador will consistently deliver a high level of customer service in a fast-paced environment and requires the ability to stay calm and focused when working with other teams to resolve issues.
Event Operations Manager Responsibilities: · Responsible for establishing and implementing standards for catering management, workshop/event management and setup, welcome center arrival experience, and providing an overall high touch experience in the Innovation Center ·Oversee a team of 2 Innovation Center Ambassadors.
· Manage and communicate an overall calendar of upcoming workshops, events, and VIP guest visits at the Innovation Center.
· Oversee logistics for employee engagement programs.
· Oversee AV setup for workshops/events, provide on demand AV troubleshooting, and schedule AV vendor service calls.
· Manage the overall floorplan for the 2 floors.
Know where furniture lives and reset locations after furniture is moved for workshops, events, and meetings.
· Work together with Contract Manager to lead and manage projects to deliver successful results on team initiatives, projects, and budgets.
· Work as a business partner with the Innovation Center Leads, Site Leaders/Coordinators and team mates, assisting in all areas of office services/operations and ensuring tasks are accomplished in a timely manner.
· Recruit, hire and train effective personnel focused on creating exceptional customer service experiences and creating a productive, welcoming environment for employees.
· Provide mentoring, coaching and general HR guidance to team.
· Offer consultation and recommendations on overcoming operational challenges; escalating operational concerns to Contract Manager and/or Wells Fargo client as needed.
· Provides training, performance evaluation, coaching and growth & development opportunities; measuring performance and rewarding retention.
*Ambassador Responsibilities: * · Provide the Welcome Center escort & "concierge" service; Offer a mini-tour of the overall space along the route, pointing out amenities, how the space is commonly used, local attractions, places to eat, etc.
· Schedule and communicate an overall calendar of upcoming workshops, events, and VIP guest visits at the Innovation Center.
· Facilitate reservations of spaces such as Discovery Hubs, Project Rooms, and Town Hall based on requests and guidelines around who is able to reserve rooms.
· Order food and drink for Innovation workshops and events and oversee catering setup at the space.
Order and pick up custom food and drink orders where applicable.
· Clean-up and take-down after catering services provided onsite by vendors.
Keep kitchen and pantry areas tidy through reinforcement of individual employee responsibilities.
· Set up furniture (e.
g.
, for a Design Sprint workshop) and arrange physical assets such as workshop supplies, foam boards, and printed materials per direction from Innovation team.
· Facilitate general AV setup for workshops/events; Set up AV according to the pre-determined and custom needs of specific events and workshops.
· Troubleshoot and make on-the-fly adjustments to AV as issues arise or needs change.
Engage additional on-site or remote technology support when necessary.
· Schedule and manage event logistics for employee engagement programs including employee social gathering, monthly mixers as determined by the Innovation Team · Help promote engagement and facilitate a sense of community.
Collaborate with Site Leader to facilitate engagement activities bringing the employee base together.
· Prepare for arrival of internal and external guests, leveraging bios and photos.
Display custom welcome messages and offer & make coffee/tea or cold drinks where applicable.
· Manage the music played during events and workshops in the Welcome Center, Innovation Alley, Discovery Hubs, and other spaces with guidance/training.
· Manage lighting experiences; Make on-the-fly adjustments to lighting based on the event or workshop and how various spaces are used.
· Capture ambient and posed group shots at events and workshops, including Design Sprints, speaker events, and townhall meetings.
· Print out artifacts for workshops and events using files and instruction provided by resident teams.
· Pick up custom print jobs from local FedEx print office for content created by resident teams.
· Manage large-scale plotter printing in the space (for anything larger than 11x17) with guidance/training.
· Secure luggage closet management; Offer to accept luggage from guests as they arrive at the Welcome Center for secure onsite storage during their visit.
· Place orders for office supplies as needed to support events and workshops and to maintain adequate onsite supply for resident employees.
· Kitchen/pantry supply inventory & ordering; Place orders for snacks, drinks, and additional plates/cups/utensils when needed.
Put away in designated storage areas upon receipt of orders.
· Respond to employee reports of onsite issues with furniture, monitors, lighting, kitchen appliances, etc.
Validate the issue, report the issue, and validate the fix.
Support employee locker program and provide locker assignments to the resident Menlo Park employees.
· Monitor & analyze data for issue trends.
Work with Facilities Management and the tech teams to look for effective resolutions to prevent further occurrences of the same issue.
· Build positive and productive relationships that cultivate a high level of trust in the Ambassadors ability to get issues resolved quickly across all levels of stakeholders.
· Support all customer inquiries and issues with a tactful and confidential approach.
· Follow all company policies and procedures.
· Liaise and work collaboratively in a positive and productive ‘one-goal’ approach across departments and building vendor teams to support issues to be resolved in a timely manner.
· Visibly engage with employees to be a known presence in the workplace, recognized for having a ‘can-do’ helpful and approachable attitude.
· Provide information regarding the community including directions, attractions, shopping, dining, and nightlife.
*Minimum Qualifications:* · 3+ years operations management experience · 3+ years coordinating events and catering · 2+ year of leadership experience in an operations environment · Demonstrated customer service skills; three years of customer service experience · Proficiency with Microsoft Office product suite (i.
e.
Excel, Word, PowerPoint, Outlook) · Excellent verbal and written communications skills · Advanced skills in task prioritization and quality review · Ability to adapt quickly to change and maintain a flexible approach when providing customer support · Demonstrated ability to interact effectively with lower to mid-level operations team members and other managers at the same level or one level higher Able to work independently on moderately complex issues and projects as assigned *Compass Group is an equal opportunity employer.
At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.
* *Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation.
Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position.
While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity.
\*Los Angeles applicants: Compass Group will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box ordinance)* Job Type: Full-time Pay: $100,000.
00 - $105,000.
00 per year Benefits: * 401(k) matching * Dental insurance * Employee discount * Flexible schedule * Flexible spending account * Health insurance * Paid time off * Referral program * Retirement plan Schedule: * 8 hour shift Experience: * management: 3 years (Required) * Event planning: 3 years (Required) Ability to Commute: * Menlo Park, CA 94025 (Required) Ability to Relocate: * Menlo Park, CA 94025: Relocate before starting work (Required) Work Location: In person