Operations Lead - MGM Fenway Music Hall

Job Summary:

WHO ARE WE?

Live Nation Entertainment is the world’s leading live entertainment company, comprised of global market leaders: Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship. Ticketmaster is the global leader in event ticketing with over 500 million tickets sold annually and more than 12,000 clients worldwide.  Live Nation Concerts is the largest provider of live entertainment in the world promoting more than 40,000 shows and 100+ festivals annually for nearly 4,000 artists in over 40 countries. These businesses allow Live Nation Media & Sponsorship to create strategic music marketing programs that connect over 1,000 brands with the 98 million fans that attend Live Nation Entertainment events each year. For additional information, visit www.livenationentertainment.com.

Live Nation’s Concerts Division is where tours are born, artists come to life, and fans get to experience the rush of live music. From our dozens of owned/operated Amphitheaters to our Global Touring team, from Ticketing and Venue Operations to Marketing and Sales... we foster a fun and upbeat work culture with no shortage of opportunities. With perks ranging from free concert tickets to dog-friendly offices, to progressive benefits like student loan reimbursement and adoption/fertility support... it’s no wonder we are certified as a Great Place to Work organization and one of People Magazine’s “50 Companies that Care”. We want everyone to feel like they belong and can thrive in our community, so we strive to help you achieve your career and personal goals. Live music is our passion and where we find our common ground. There has never been a better time to join Live Nation.

WHO ARE YOU?

Passionate and motivated. Driven, with an entrepreneurial spirit. Resourceful, innovative, forward thinking and committed. At Live Nation Entertainment, our people embrace these qualities, so if this sounds like you then please read on! 

THE JOB

The Operations Lead is responsible for assisting the operations manager with all aspects of operations at MGM Music Hall Fenway.

WHAT THIS ROLE WILL DO

• Works directly with the Ops Manager and Ops Supervisor to perform day of show duties
• Respond to all elevated staff/guest inquiries and or concerns regarding all shows, artist meet and greet packages, amenities including Mass Mutual access as well as our VIP program and seat upgrades
• Work through and correct guest concerns and complaints regarding security and customer service-related situations
• Follow up with Security and Guest Services teams to ensure that service standards are met
• Perform opening/running/closing duties according to Live Nation policy
• Inform guests of Music Hall amenities & make recommendations
• Maintain line of sight/atmosphere control by circulating through work area and reporting any issues encountered
• Suggestive selling of all venue products and services when applicable
• Keep current on all Standard Operating Procedures and be able to effectively communicate them to team members
• Ensure responsible alcohol service per Responsible Alcohol Service training & Live Nation alcohol policies
• Ensure proper line of sight maintenance by all staff at all points of guest contact as well as maintaining the security of Back of House areas
• Communicate to M.O.D. any issues that guests or team members may have
• Work with the M.O.D. to resolve any and all guest issues- consults or involves management if the situation escalates
• Required to work Special Events that are scheduled throughout the venue
• Serves as the main point of contact for Artist’s Merchandise Representative on day of show
• Assists Artist Merchandise Representative with staffing and POS (point of sale) logistics.
• Creates show and inventory items in atVenu.
• Verify starting count of all merchandise inventory and match grosses with Artist’s Merchandise Representative.
• Maintain and establish payment tracking spreadsheet of all outstanding merchandise balances and follow up for payment.
• Verify ending count of all merchandise inventory and settle on atVenu with artist.
• Collect cash payment onsite or collect contact information for payment follow up.
• Other operational duties as assigned

WHAT THIS PERSON WILL BRING

Required:

• Responsible Alcohol Awareness Training Certification or Equivalent
• Working knowledge of high-volume nightclub operations, responsible alcohol service and guest relations

• Skills in guest relations/staff relations- Assessing and anticipating special needs o