Staffing Operations Manager

Job Description

Job Description

Position Summary

The Staffing Operations Manager leads the effort to develop and support the Event Services Department, building a unified, consistent, and engaged workforce through visible leadership, clear communication, fair staffing practices, employee development, accountability, and dependable follow-through.

Working closely with the General Manager, Human Resources, and Event Directors, and with direct supervision of the Event Directors, the Staffing Coordinator, and Event Services staff, this manager establishes consistent departmental standards and ensures employees feel supported, informed, accountable, and connected to the company. The role owns Event Services recruiting, onboarding, training, employee engagement, performance management, workforce planning, scheduling practices, leadership development, and departmental communication.

As the primary departmental point of contact for Event Services employees, the Staffing Operations Manager maintains an active, visible presence both in the office and at events.

Essential Duties & Responsibilities

Department Leadership, Engagement & Communication

• Build and maintain a department culture rooted in trust, clear communication, and connection.
• Maintain trust, communication, and connection throughout the Event Services Department.
• Maintain a visible, accessible, and supportive presence with employees by regularly attending events to observe execution, providing oversight, supporting Event Directors, reinforcing company standards, and identifying coaching or operational improvements or opportunities. Support any staffing shortages.
• Conduct regular check-ins with Event Directors, Captains, and Event Services employees.
• Ensure employee questions and concerns are acknowledged, addressed, and followed through in a timely manner.
• Communicate scheduling expectations, operational changes, training opportunities, and company standards clearly and consistently.
• Identify recurring employee concerns and partner with the General Manager and Human Resources on practical solutions.
• Promote teamwork, recognition, accountability, and a strong sense of belonging, ensuring field employees feel connected to department leadership and the broader company.

Recruiting & Hiring

• Partner with Human Resources to recruit and hire qualified Event Services employees.
• Identify staffing needs, required qualifications, and the type of employees needed to support upcoming business.
• Participate in applicant screening and interviews and recommend hiring decisions based on operational fit.
• Develop and maintain a dependable applicant pipeline for Event Services positions.
• Monitor staffing levels, forecast future hiring needs, and develop strategies to improve retention and workforce quality.

Onboarding & New Hire Development

• Oversee a consistent Event Services onboarding program in partnership with Human Resources.
• Introduce new employees to company culture, workplace expectations, customer service standards, safety requirements, and event execution standards.
• Coordinate with Event Directors and department leaders to deliver practical, position-specific training and field orientation.
• Monitor new-hire progress throughout onboarding and ensure required training is completed.
• Leverage Event Directors and other qualified leaders to support onboarding while remaining accountable for the overall process.

Training & Employee Development

• Develop and administer training programs for Event Directors, Captains, Servers, Bartenders, Porters, Culinary Event Staff, and other Event Services positions.
• Identify skill gaps and development opportunities and build clear development plans.
• Create and maintain training materials, standard operating procedures, and employee development programs.
• Facilitate leadership development, cross-training, and promotion-readiness programs.
• Regularly assess training effectiveness and develop new initiatives based on performance, operational needs, and client feedback.

Staffing Operations Oversight

• Provide direction, support, and accountability to the Staffing Coordinator.
• Establish and monitor fair, consistent, and operationally effective scheduling practices.
• Weigh employee availability, qualifications, performance, travel requirements, workload, labor utilization, and event coverage when evaluating staffing decisions.
• Oversee workforce planning, labor utilization, scheduling strategy, and event coverage for the department.
• Lead staffing adjustments and develop solutions for call-offs, coverage gaps, and other operational challenges.
• Ensure event staffing aligns with company standards, client needs, and service expectations.

Employee Relations & Performance Management

• Serve as the primary departmental point of contact for Event Services employees, ensuring concerns are acknowledged and appropriately addressed or escalated to Human Resources or senior leadership.
• Coach Event Directors and Captains on employee performance, workplace expectations, documentation, and accountability.
• Conduct and document first-level coaching and counseling; partner with the General Manager and Human Resources on all formal corrective action, Performance Improvement Plans, investigations, and separations, which Human Resources leads.
• Establish and oversee a consistent review process for 90-day and annual performance reviews.
• Use Event Director evaluations, performance surveys, attendance records, documented coaching, client feedback, and adherence to company standards when evaluating performance.
• Oversee timely, accurate completion of performance surveys and conduct monthly reviews with department leaders to identify trends, recognize strong employees, address concerns, and set follow-up actions.
• Maintain consistent application of company policies and promote a positive, professional, and accountable work environment.

Promotions & Leadership Development

• Identify Event Services employees with leadership potential.
• Develop advancement and succession plans for key positions.
• Coordinate training for advancement into Captain, Event Director, Delivery Driver, supervisor, and other leadership roles.
• Evaluate readiness for increased responsibility using documented performance, training completion, leadership ability, and operational experience.

Compliance & Standards

• Partner with Human Resources to track required certifications and ensure employees complete all necessary training and renewals before expiration.
• Monitor compliance with Food Handler, BASSET, safety, and other required training standards.
• Ensure employees assigned to events meet all applicable certification and training requirements.
• Support accurate training and personnel records in partnership with Human Resources.
• Implement and reinforce company policies, procedures, and operational standards within the department in partnership with the General Manager and Human Resources.

Leadership Expectations

• Lead by example through professionalism, consistency, accountability, and respectful communication.
• Build strong working relationships with employees and department leaders.
• Provide coaching and mentorship to Event Services leaders and staff.
• Drive continuous improvement in workforce performance, retention, communication, and employee engagement.
• Support company culture, service standards, and organizational goals.