Supervisor-Security and Guest Services

The Supervisor of Security & Guest Services at the Mountain America Center is a frontline leadership role dedicated to maintaining a safe, welcoming, and high-energy environment for our guests. From Spud Kings hockey games and sold-out concerts to community conventions, you will ensure our "Guest First" philosophy is met with professional security standards and seamless crowd management.

Reporting Structure: This position reports directly to the Security and Guest Services Manager on-site. In the event the Manager is not present, the Supervisor reports to the Director of Security and Guest Services.

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Key Responsibilities

Leadership & Professionalism

• Exemplify the highest standards of professional conduct, serving as a role model for frontline staff in appearance, demeanor, and ethical decisionmaking.
• Foster a culture of safety and inclusion, ensuring that all team members under your direct command feel supported, respected, and physically/emotionally safe in their working environment.
• Act as a reliable point of escalation for staff, providing grounded leadership during highstress situations to maintain team morale and operational focus.

Public Safety Partnership & Emergency Response

• Work in lockstep with the Idaho Falls Police Department (IFPD) and onsite EMT/Paramedic teams to coordinate security presence and medical assistance.
• Act as a primary liaison for emergency services during active incidents, ensuring clear communication and providing logistical support to first responders.
• Facilitate the rapid transport of medical personnel to guests or staff in distress, ensuring that paths are cleared and incident scenes are secured.

Guest Experience & Conflict Resolution

• Provide proactive information, assistance, and direction to both guests and team members to ensure a seamless visit.
• Utilize advanced conflict resolution and deescalation techniques to resolve guest disruptions or safety concerns.
• Resolve seating discrepancies, perform seat relocations, and manage ADA accommodation requests to ensure all fans have a premium experience.

Crowd Management & Venue Safety

• Direct and manage crowds throughout the concourse, seating bowl, and club areas, ensuring strict enforcement of venue policies.
• Monitor hightraffic zones including entrances, elevators, seating sections, and designated smoking areas.
• Assist with efficient line management both inside and outside the arena to minimize wait times during peak entry.

Operational Leadership & Reporting

• Understand, retain, and execute emergency safety protocols to protect guests and staff.
• Perform postevent building sweeps to ensure all guests have exited safely and all arena doors are secured.
• Investigate and complete detailed Incident Reports and Corrective Action Reports in a timely manner.
• Efficiently report possible threats, hazards, or harassment claims to venue management.

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Minimum Qualifications

• Education: High school diploma or equivalent.
• Experience: 2 years of related experience in security, hospitality, or event management.
• Communication: Strong interpersonal skills; ability to deliver clear, respectful instructions to direct reports, peers, and emergency service partners.
• Problem Solving: Ability to make sound, quick decisions in a fastpaced, highpressure arena environment.
• Commitment: A deepseated willingness to provide outstanding customer service and represent the Mountain America Center brand with integrity.

Physical Requirements & Availability

• Physical Ability: Requires prolonged standing, walking, and frequent stair climbing to access all levels of the facility.
• Environment: Ability to work in various conditions, including the colder climate of the arena during ice events.
• Schedule: Flexibility is required to work a schedule dictated by the event calendar, including evenings, weekends, and holidays.

About Mountain America Center

After opening in November 2022, the Mountain America Center is Eastern Idaho’s gateway for live entertainment! This community gem provides 27,000 square feet of event space within the arena space, along with an additional 11,000 square feet of meeting space in the Blue Cross of Idaho Conference Center. The Mountain America Center hosts the Idaho Falls Spud Kings, the NCDC 2024-25 Dineen Cup National Championship winning junior level ice hockey franchise and hosts a multitude of unique events with the ability to seat 6,000 guests. Our venue welcomes hundreds of thousands of guests through our doors each year, and our dedicated staff strives to -provide all guests with a unique and unforgettable experience with each visit.