Supervisor - Security & Guest Services

Position Announcement

Join Utah Valley University’s event operations team in a leadership role that is central to the success, safety, and guest experience of major events at the UCCU Center and other university venues. As an Event Supervisor, you will lead front-line staff, oversee guest services and security operations, and serve as a key decision-maker during concerts, athletic events, ceremonies, and other large gatherings. This position offers the opportunity to make an immediate impact by ensuring events run smoothly while delivering a professional, welcoming, and well-organized experience for guests, performers, clients, and campus partners.

This role is ideal for individuals who thrive in dynamic environments and enjoy leading teams, solving problems, and coordinating with a wide range of stakeholders. Working closely with venue management, event production teams, ticketing staff, medical personnel, and public safety partners, you will help maintain high standards for safety, access control, crowd management, and customer service. The position provides valuable leadership experience in a fast-paced event setting while contributing to memorable experiences at one of the region's premier entertainment and event venues.

Summary Of Responsibilities

• Direct Supervision of Event Staff: Supervise security and guest services personnel during events. Conduct pre-event briefings; assign posts and rotations; monitor staff coverage and breaks; observe performance and provide real-time coaching. Reinforce service standards, screening procedures, and credentialing requirements. Document performance concerns and provide feedback to venue management for use in scheduling, training, and corrective action decisions.
• Screening and Access Control Oversight: Oversee setup, calibration, and lane configuration of walk-through magnetometers, handheld wands, and bag-check stations per established procedures. Audit screening consistency throughout the event; intervene to correct procedure drift; manage screening exceptions, medical devices, ADA accommodations, and credentialed personnel. Validate Back of House credentialing at docks, tunnels, stage doors, and production corridors; respond to credential disputes.
• Crowd Management and Guest Services Leadership: Monitor ingress, egress, concourses, portals, and seating areas for congestion, hazards, and policy compliance. Direct hold/release procedures, queue metering, and ADA/VIP triage in coordination with Leads. Resolve elevated guest complaints and ticketing disputes that have been escalated by front-line staff. Model and reinforce professional and impartial guest interaction across all assigned areas.
• Incident Response and Coordination: Serve as the primary front-line incident response personnel in assigned area until relieved by senior management or law enforcement. Coordinate with the event command post, EMS staff, and law enforcement partners on ejections, welfare checks, medical events, suspicious activity, and security breaches. Direct staff during alarms, evacuations, and shelter-in-place; support ADA evacuation per plan. Ensure incidents are properly documented.
• Policy Enforcement and De-escalation: Enforce venue policies bag policy, prohibited items, re-entry, conduct consistently and impartially. Lead de-escalation in confrontational guest interactions; make policy-based denial-of-entry, ejection, and refusal decisions in coordination with managers and law enforcement. Maintain discretion regarding talent movement, production details, and sensitive operational information.
• Event Readiness and Operational Support: Walk assigned areas pre-event to verify post readiness, signage, stanchions, divest tables, and equipment. Conduct opening and close-out checklists; ensure assigned areas are properly staffed, supplied, and functional. Communicate event-specific expectations from venue management to subordinate staff. Provide post-event debrief input on staffing, screening throughput, incidents, and operational issues.
• Performs other job-related duties as assigned.
  
  

Qualifications / Licenses / Certifications

• High School diploma or GED.
• Two years of experience in event security, event staffing, crowd management, law enforcement, military, or a closely related field.
• One year of lead, supervisory, or head-of-team experience in a customer-facing, public-venue, or security setting.
  
  

Preferred Qualifications

• Previous supervisory experience in a sports, entertainment, performing arts, or university event venue.
• Experience operating walk-through magnetometers, handheld wands, and bag-screening operations.
• Experience with two-way radios and event communications.
• CPR, First Aid, and AED certification, or ability to obtain.
  
  

Knowledge / Skills / Abilities

Knowledge

• Knowledge of entry screening operations, including walk-through magnetometers, handheld wand procedures, bag-check protocols, and prohibited-items enforcement.
• Knowledge of credentialing and back-of-house access control practices in a public assembly venue.
• Knowledge of basic supervisory practices, including post assignments, break rotations, performance coaching, and progressive escalation of performance concerns.
• Knowledge of suspicious activity, disruptive behavior, and other indicators that may affect the safety and security of guests, staff, talent, or the venue.
  
  

Skills

• Strong leadership and supervisory skills, with the ability to direct, coach, and hold accountable a team of part-time event personnel in a fast-paced setting.
• Strong communication skills, including the ability to deliver clear pre-event briefings, communicate over two-way radios, and write or review concise factual incident statements.
• Strong de-escalation and conflict-resolution skills under pressure.
• Strong observation, situational awareness, and decision-making skills in a high-volume event environment.
  
  

Abilities

• Ability to supervise, direct, and provide day-of-event guidance to Event Staff II - Access and Security and Event Staff Lead - Usher Guest Services personnel.
• Ability to monitor screening operations and crowd conditions and intervene appropriately when standards or procedures drift.
• Ability to remain calm, professional, and focused during emergencies, confrontations, or unexpected event challenges.
• Ability to work in a fast-paced, busy environment with environmental conditions such as noise, dark/dim/absence of lighting, etc.
• Ability to work evenings, weekends, holidays, and other hours based on event schedules.
• Ability to stand and walk for extended periods of time.