Entertainment Manager

Overview

Responsible for the overall effective and efficient management of the Osage Casino entertainment. Provides leadership to the day-to-day operations of the assigned staff, ensuring effective internal and external communications, exercising appropriate judgment, timely decision making to ensure all departmental business objectives are achieved while maintaining focus on the company's strategic goals. Execute operational strategies efficiently and effectively. Interfaces with other departmental and operations personnel to communicate and/or coordinate with those individuals in order to ensure all needs for entertainment events are communicated with responsible staff on customer service deliverables. Manage entertainment department with property GMs, department managers, Hospitality Managers, F&B/Banquet Managers, events staff, and temporary staff.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all- inclusive.

MINIMUM QUALIFICATIONS:

• Must be at least 21 years of age.
• Bachelor's degree in Event Planning, Hospitality, or related field and four (4) years of Entertainment and/or Event experience required.
• Event and/or Catering Sales experience required in a Gaming/Hospitality environment.
• Must be punctual and dependable in reporting to work as scheduled and completing assigned tasks.
• Must maintain a neat and hygienic appearance.
• Required to pass a pre-employment drug screening and obtain and maintain an Osage Nation gaming license.
• Required to maintain a valid Driver's License.
• Required to provide documents to show the applicant is eligible to work in the United States.
• Osage, Native American, and Veteran preference shall apply to all positions at Osage Casinos.
• Applicants must be able to perform all essential functions of job duties with or without reasonable accommodation.

SUPERVISION RESPONSIBILITIES:

• Entertainment Coordinator
• Entertainment Technicians
• Box Office Cashiers
• Third party vendors for entertainment

Responsibilities

BUSINESS GROWTH/DEVELOPMENT:

• Business solicitation, generate sales, manage sales for all Osage events and social spaces asDevelop and implement an effective strategic sales plan.
• Receives and delegates incoming leads and RFPs. Oversees follow-through in a timely manner.
• Represents sales team at numerous networking events, community events, and organization meetings. Assigns sales team members to attend specific networking events in order to generate more sales leads and community awareness.
• May be required to prepare detailed daily, weekly, and monthly operating reports as required by the reporting senior.
• Makes decisions regarding scheduling of activities and facilities related to an event. Coordinates sales operations with other departments.
• Oversees event space calendar, sales reports, lead lists, and mailing lists.
• Works with Banquet Manager and catering teams to establish and develop off-site catering. Oversees off-site catering events to ensure local regulations and company policies are followed and enforced.
• Consults with all involved parties of an event to establish goals, services required, and fee schedules.
• Prepares and maintains any required documentation.
• Provides on-site coordination including problem-solving and decision-making. Anticipates issues and proactively solves problems.
• Prepares and provides post-activity evaluation data as appropriate to the objectives of the position.
• Prepares schedules of events and special reports as required.
• Acts as liaison to event participants and casino management/departments.
• Prepares promotional materials and correspondence to all or some participants.
• May be required to contract and oversee special event temporary support staff.
• Oversee and schedule event setup and teardown staff. Train and provide methodology to reduce setup time for each event.
• Ensure setup staff is practicing safe setup techniques, maintaining equipment properly, and inspecting event equipment/meeting rooms for presentation, cleanliness, maintenance, and potential hazards.
• Actively seeks and brings in additional business.
• Develop creative sources, programs, and client groups for new revenue generation. Identify segments for growth potential and develop strategies to achieve that growth.
• Creates and initiates action plan to approach and secure new business for sales team. Creates a focused selling message with sales strategies, scripts, sales tactics and techniques.
• A willingness to learn new programs to support future job responsibilities.

COMMUNICATION:

• Makes efforts to keep informed of company information and communications by reviewing property bulletin boards, digital signage, and company newsletter.
• Effectively communicates concerns and information to Senior Marketing Manager and listens to communication from Senior Marketing Manager.
• Conducts at least bi-weekly One-on-One meetings with direct reports, soliciting input from employees.
• Effectively relates ideas for improvements to management in accordance with chain of command.
• Ensures company information provided by management is effectively communicated to assigned staff and ensures staff concerns, requests for information, and ideas for improvement are effectively relayed to management.
• Facilitates the flow of information throughout the department by presiding over scheduled meetings with the members of the departmental team as required.
• Performs all other duties and projects as assigned.

DEPARTMENT OPERATIONS:

• Develops and directs Sales and Special Event operations in accordance with established company policies, budgets, procedures and specifications.
• Assists internal and external clients in developing and implementing their special events.
• Evaluates and makes decisions regarding assigned staff and external client events.
• Monitors and manages A/R for events at all properties and for off-site catering.
• Approves special event contract negotiations to ensure negotiated rates are in line with the overall financial goals of the company.
• Communicate with CRM to manage room block needs for all special events. Negotiate rates for group room blocks.
• Visiting, as needed, all properties' event spaces to monitor maintenance, upkeep, event setups, and staffing for events. Attend events, as needed, to ensure consistent standards for events across all properties.
• Contributes ideas and suggestions involving meeting space and amenities at the new properties.
• Manage relationships with area vendors to provide services for clients and hotel guests.
• Investigates, evaluates information, and makes final decisions regarding matters within the area of responsibility, guest/employee disputes and/or employee disciplinary actions in accordance with authority and ensures those decisions are in compliance with applicable laws, rules, regulations and established controls.
• Performs all other related and compatible duties as assigned.

GUEST SERVICE:

• Provides excellent internal and external guest services, treating internal and external guests with courtesy and consideration at all times.
• Cooperates and communicates with all fellow employees, always exhibiting mutual respect and consistently projecting a positive, helpful image/attitude.
• Arranges banquets, meetings, trainings, receptions and any and all other applicable special event activities.
• Develops, manages, and nurtures new business relations with all clients and casino guests.

REGULATORY COMPLIANCE:

• Monitors all relevant activities of the department, to ensure that all applicable laws, rules, regulations and controls of the organization, and the National Indian Gaming Commission (NIGC) and the Osage Nation Gaming Commission (ONGC) are understood and enforced by department personnel.
• Maintains excellent working relationships with other Company staff and all applicable regulatory commissions and other agencies as may be applicable to ensure compliance.
• Performs all duties in accordance with company core values, objectives of the Osage Nation, internal policies and procedures, as well, as applicable laws and gaming regulations, including but not limited to, the state-tribal compact, IGRA, MICS, ONGR, the Bank Secrecy Act, Office of Foreign Asset Control, USA Patriot Act and Privacy Act.
• Ensure assigned staff is aware of, understand and comply with regulatory requirements and enforces regulatory standards through discipline when necessary.

Qualifications

KNOWLEDGE, SKILLS, AND ABILITIES:

• Read, write, speak and understand the English language. Read Company or departmental reports, newsletters, and documents.
• Perform basic mathematical computations (add, subtract, multiply, divide in all units of measure, including whole numbers, common fractions, and decimals.)
• Protect the Company's value by keeping information confidential.
• Perform assigned tasks under moderate supervision. Follow written and verbal instructions.
• Establish and maintain positive relationships with managerial staff, co-workers, guests, and the general public. Works well alone and within a team.
• Present information and suggestions in oral and written form.
• Prepare written documents and complete reports as required.
• Must have a strong understanding of Microsoft Office products including but not limited to; Excel, PowerPoint, Outlook and Visio (create new documents, open/edit existing documents) to intermediate (import/export data, create templates) skill level.
• A/V experience required.
• Kronos experience preferred.
• Caterease experience preferred.
• Delphi experience preferred.
• Must have sales experience and comfortable with the business generation responsibilities associated with this position.
• Must demonstrate the ability to plan and execute the sales department efforts in driving revenue for the event center (knowledge required), Skiatook, Ponca City and other properties as required.
• Must be able to work creatively and effectively in high pressure situations.
• Supervisory experience preferred.
• Must be able to coordinate and develop all aspects of any type of special event for internal and external clients.
• Must adhere to timelines and due dates diligently.
• Exercise sound judgment and seek guidance for decisions in a manner consistent with the essential job duties and responsibilities.
• See problems and avoid situations that could be deemed illegal or represent a safety hazard to fellow employees or guests.
• Respond to inquiries or complaints from employees, guests, regulatory agencies, and others.
• Travel locally or regionally as needed.
• Maintain physical condition and stamina appropriate to performance of assigned duties.
• Must present a well-groomed appearance.
• Update job knowledge by participating in educational opportunities; attending expos or conventions; and developing or maintaining professional networks.
• Must be able to drive a motor vehicle.
• Must be willing to assist with manual set-up, clean-up and any other physical duty that may occur during an event.
• Must have the ability to effectively organize materials, set priorities, and provide feedback or follow up. Must have good analytical and problem solving skills
• Must be willing and able to work nights and weekends and be on site during special events to accommodate client and/or guest requests and concerns.
• Develops and submits for approval annual departmental operating budget and justification assessments.
• Monitors and ensures expenses remain within operational projections or approves variances as may be necessary to ensure departmental services are maintained or enhanced.
• Creates and adjusts performance standards, measures and changes in procedures for increased efficiency, and internal/external guest service.
• Provides timely and accurate analysis of departmental related statistics, analytical reports, and related operating expenses that will ensure the department functions in an effective, efficient, and profitable manner.
• Produce weekly sales generation report and monthly end summary of performance for all market segments compared to plan and last year, combining sales reports from the sales team.
• Performs all other related and compatible duties as assigned.
• Forms opinions and makes decisions based on information and the identification of available facts.
• Makes decisions or draws conclusions using data and information from experience.
• Investigates, evaluates information, and makes final decisions regarding departmental operational matters, guest/employee disputes and/or employee disciplinary actions in accordance with authority and ensures those decisions are in compliance with applicable laws, rules, regulations and established controls.
• Continually evaluates means and methods of departmental operations to ensure maximum efficiency. Implements timely corrective action as necessary to ensure achievement of objectives.
• Leads and influences the sales team, providing growth and direction for each employee reporting to this position.
• Develops training plans for sales team in areas such as learning company systems and programs, improving skills in cold calling and cold emailing, reducing cold call reluctance, effective voicemails, etc.
• Provides support and leadership direction to individuals directly reporting to this position in accordance with the organizational chart. Supervise and manage sales team in developing sales leads, maintaining sales pipeline, and closing event sales.
• Ensures appropriate number of qualified employees are recruited for and retained to ensure services offered exceed the expectations of external and internal guests.
• Responsible for the selection, training, and performance evaluation of all assigned staff. May recognize, reward, discipline, promote, and/or terminate employees within the area of responsibility, as necessary, and in accordance with authority.
• Visits work spaces, break areas and other work shifts in order to be available and/or visible to staff members with the express purpose of showing interest, concern, or appreciation.
• Ensures departmental staff are aware of standards and expectations through publicity around the reinforcement and effectively communicates consequences for not maintaining expected standards.
• Ensures all employees within areas of responsibility receive fair and equitable treatment with regard to their respective terms and conditions of employment.
• Develops and implements staffing plans, training policies, and procedures designed to enhance departmental operations and guest service standards while maintaining fiscal responsibility.
• Meets with operational departments and vendors to streamline business procedures, increase efficiency, and provide enhanced guest services.
• Develops and implements staff development plans for those employees who display the necessary skills, motivation and attitude to grow within the company.

PHYSICAL DEMANDS:

• The employee is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls.
• Ability to sit, stoop, kneel or crouch while performing duties.
• Ability to use hands to finger, handle, or feel.
• Must have normal auditory and good verbal communication.
• Ability to lift upwards of 75 pounds. Ability to drag, push, or pull up to 100 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
• Required to sit at a computer for long periods of time.

WORK ENVIRONMENT:

• Regularly uses personal computer systems and/or other devices to effectively perform job functions.
• Exposure to second-hand smoke.
• Evening and weekend shifts may be required. Extended hours and irregular shifts may be required.
• Noise level in the work environment is moderate to high.
• The employee is regularly exposed to risks associated with travel between properties and back and forth to other areas as may be required due to business demands.
• The employee may be exposed to the risks associated in attempting to resolve issues with extremely irate or difficult people.