Security & Guest Services Supervisor Job at Legends Global (Rochester)

Job Description

The Security & Guest Services Supervisor supports the Security Manager by overseeing daily security and Guest Relations operations, primarily during evenings and events. Serving as the on-duty Security Event Lead, this role supervises Security Officers and Guest Services staff, ensuring compliance with departmental policies and maintaining high operational standards. The supervisor assists with hiring, training, scheduling, payroll, performance management, and documentation, including incident reporting and weekly audits. Additional responsibilities include coordinating event security coverage, conducting patrols and safety inspections, managing equipment and supply readiness, de-escalating incidents, and fostering a safe, professional, and welcoming environment aligned with Mayo Civic Center’s guest service standards.

Job Responsibility

Oversee daily operations of the Guest Relations Desk and building security functions, with primary focus on evening and event coverage
Serve as the on-duty Security Event Lead, supervising Security Officers and Guest Services staff during events
Assist with recruitment, hiring, training, scheduling, payroll, and overall staff supervision
Ensure Security Guards consistently follow department and company policies and procedures as established by the Security Manager and Director of Events & Production
Monitor officer performance and daily responsibilities to ensure operational standards are met
Hold team members accountable for policy violations or performance deficiencies
administer corrective and disciplinary action when necessary
Create and review detailed incident and accident reports for all occurrences on property
Conduct weekly audits of security documentation to ensure accuracy, organization, and proper record retention
Ensure all documents are neatly and accurately filed for future reference
Assist in developing and managing monthly shift schedules for security guards and guest service team members, ensuring appropriate staffing coverage to meet operational and event needs, while also overseeing weekly inventory of security supplies and conducting daily inspections of equipment to maintain readiness and functionality
Conduct routine interior and exterior patrols, oversee security during event load-in and load-out for concerts, sporting events, and other large-scale gatherings, and perform regular inspections and audits to proactively identify safety concerns while ensuring departmental standards and venue protocols are consistently upheld
Maintain professional interaction with guests, clients, venue management, and team members
De-escalate and resolve incidents involving guests or staff in violation of venue or corporate policies
Support a safe, secure, and welcoming environment that aligns with the Mayo Civic Center’s guest service standards
Perform additional duties as assigned by the Security Manager or Director of Guest Services & Security
Other duties as assigned

Requirements

2–3 years of experience in security, public safety, law enforcement, military, or venue/event security
At least 1–2 years in a supervisory or team lead role
Experience creating staff schedules and managing shift coverage
Experience writing incident reports and enforcing policies
Demonstrated ability to de-escalate conflict and manage high-pressure situations
Ability to work a flexible, event-driven schedule, with primary availability during evenings and weekends
Demonstrated ability to lead, motivate, and hold staff accountable to successfully achieve Security Department goals and performance standards
Ability to professionally represent the Security & Guest Services Department with integrity and sound judgment at all times
Proven ability to build and maintain strong working relationships with employees, department leaders, and cross-functional teams throughout the organization
Ability to work independently, assess dynamic situations quickly, and implement appropriate and timely solutions
Strong decision-making skills with the ability to remain effective and composed during emergencies or high-pressure situations
Ability to accurately observe, document, and recall critical information for reporting and follow-up purposes
Skilled in conflict resolution and de-escalation, maintaining professionalism and calm communication during stressful interactions
Ability to exercise discretion, maintain confidentiality, and demonstrate professionalism in sensitive matters

Nice to have

Associate or bachelor’s degree in one of the following: Criminal Justice, Emergency Management, Hospitality Management, Business Management, Public Administration or related field
Experience in a convention center, arena, performing arts center, stadium, or large public assembly facility
Experience managing part-time or event-based staff
Payroll and workforce management system experience
Experience coordinating with local law enforcement and emergency responders

What we offer

medical
dental
vision
life and disability insurance
paid vacation
401k plan

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