Events Operations Manager

About the Opportunity

JOB SUMMARY

The Events Operations Manager is an integral member of the Advancement Operations team and will be the primary point of contact for a portfolio of Advancement-operated event spaces, including premier, on-campus venues. They will handle reservation requests, approvals, and confirmations for their portfolio of event spaces. They will provide superior customer service to all clients, colleagues, and potential clients. They are responsible for end-to-end service to ensure a seamless event experience for the event hosts and guests, this includes but is not limited to: determining event and meeting needs including A/V, furniture, etc., maintaining a clean and inviting space, liaising with Facilities, Chartwells, ITS, and other on-campus partners to ensure that all meeting and event needs are met in a timely and efficient manner.

The Events Operations Manager serves as the technical lead for Advancement-operated event spaces and oversees and provides support for audio/visual and other technical services needed for events and makes recommendations to event clients to ensure they have the necessary technology to achieve their event goals. They support all AV troubleshooting, including videoconferencing and audioconferencing room systems, projectors, digital screens, and other related equipment and partner with outside vendors as appropriate to ensure equipment is up to date and running optimally. The Manager will develop, maintain, and train student staff on AV resources including, but not limited to guides on the maintenance, operation, and troubleshooting of AV equipment present in the event spaces.

The Events Operations Manager will be responsible for the hiring, training, scheduling and overall management of a team of student supervisors and staff that will staff events at all Advancement-operated event venues as well as a team of student employees that will staff the front desk at 300 Mass Ave.

This position will collaborate with the team on developing and maintaining consistent and high-level operational standards across all areas. The Events Operations Manager will provide critical feedback and operational understanding with an event and client first focus that will continuously elevate the event experience for all clients, colleagues, leadership, and other community members.

This position requires an individual with a high-level of professionalism and exceptional customer service skills as this person will regularly interact with VIPs, senior leadership, external clients and guests, and internal partners and colleagues.

The days of coverage for this position are typically Monday through Friday but a flexible schedule is a must as high level/mission critical events may be scheduled in the evenings, on holidays, and weekends.

MINIMUM QUALIFICATIONS

Bachelor's Degree preferred; two to five years of experience working in an office environment, preferably higher education, including two to three years of experience in a customer service, client facing or office management role; Must be able to work in a fast-paced environment where out of the box thinking and proactive assistance is highly sought and valued; Strong organizational, communication (written and oral), interpersonal, and computer skills (Microsoft Office including Word, Excel, PowerPoint, and Outlook are required); Extremely detail oriented; High level of self-confidence and enthusiasm; Positive, helpful attitude; Must be an innovative, self-starter and possess a demonstrated ability to be proactive and productive with minimal supervision; Exceptional time management skills are a must; Ability to confidently and diplomatically interact with donors, faculty/staff, vendors, and other visitors is crucial.

KEY RESPONSIBILITIES & ACCOUNTABILITIES

Event Space Management & Venue Operations

• Provide a high level of customer service to all clients and colleagues
• Handle reservation requests, approvals, and confirmations for the Alumni Center, EXP, and 300 Mass Ave event spaces, historically totaling more than 500 events annually across the three event venues.
• Work with clients to determine event and meeting needs including A/V, furniture, etc. and coordination of event details
• Serve as primary liaison with Facilities, Chartwells, ITS, and other on-campus partners to ensure that all meeting and event needs are met in a timely and efficient manner.
• Facilitate and manage walk-throughs of the spaces both as a selling technique for potential clients but also between clients and vendors to ensure all questions are answered and needs are met prior to the event date
• Work with outside vendors as required to ensure a seamless event experience.
• Manage all necessary work and IT requests for the Alumni Center, EXP and 300 Mass Ave.
• Propose and serve as lead on any updates and renovations to ensure the space meets the changing needs and requests of the clients.
• Develop and maintain, in partnership with the Advancement Operations Manager, consistent and high-level operational standards across all event venues and spaces
• Develop and implement streamlined workflows and improve current processes for all event venues and spaces, including but not limited to, request form(s), pricing structure(s), and more
• Manages the full lifecycle of invoice and payment processes, including generating and issuing invoices, processing incoming payments, monitoring outstanding balances, recording received payments, and maintaining accurate and up-to-date account ledgers.
• Supports external clients by working with the external events team to consolidate university vendor costs and internal venue charges into clear, client-facing contracts. Ensures clients understand and follow all applicable university policies, proactively addressing compliance requirements. Reviews vendor charges for accuracy and alignment with event agreements prior to final invoicing.
• Responsible for updating and managing the Advancement Venues website to ensure all information is current and relevant. Collaborate and share information and website updates with central university team responsible for events sites across the institution
• Assist with reservation requests and inquires for other Advancement-operated spaces as necessary
• Manage Advancement-owned inventory related to the events spaces (i.e. AV and Tech equipment, linens, etc.)

Student Workforce Management & Leadership

• Recruit, hire, train and develop a pool, approximately 25-35, of student supervisors and staff to work in all Advancement-operated event venues in the areas of audio, video, front of house staff, and security.
• Recruit, hire, train, develop, and manage a pool, approximately 10, of student employees that staff the front desk for 300 Mass Ave during operating hours (9a-9p) who serve as building administrators, welcoming and assisting guests and students, insuring the cleanliness and operational standards of the building, and supporting building staff as appropriate.
• Create and manage a training program and associated resources to onboard and continually develop staff in a way that creates an environment that inspires employees to do their best work. Sets clear goals and expectations, delegates work effectively.
• Set and communicate performance expectations related to interactions with all clients, colleagues and vendors and provide performance feedback and staffing up-training as needed.
• Create, manage and maintain student staff schedules to ensure all event spaces are appropriated staffed for all events
• Create, manage and maintain student staff schedules to ensure the 300 Mass Ave. entrance and front desk is staff during operating hours, Sunday-Saturday 9a-9p.
• Communicate regularly with scheduling, operations and staff about available shifts, staffing reminders and operational updates.

Technical Operations

• Oversee and provide support for audio/visual and other technical services needed for events at Advancement-operated event venues
• Make recommendations to event clients to ensure they have the necessary technology to achieve their event goals
• Present on site to manage and troubleshoot at all high-profile events.
• Create and manage a training program and associated resources to onboard and continually develop staff in a way that creates an environment that inspires employees to do their best work. Sets clear goals and expectations, delegates work effectively.
• Partner with outside vendors as appropriate to ensure equipment is up to date and running optimally
• Develop and maintain resources and guides for the usage of all AV/IT equipment related to the space
• Train student staff on event equipment and AV protocols for all Advancement-operated event venues
• Oversee and manage all AV needs for division-wide events such as division meetings, town halls, team retreats, etc.

Operations Team Support & Other Duties as assigned

• Provide logistical and operational support for internal, division events, such as division meetings, Summer Retreat, and more
• Other Operations team assignments and back-up as required