Spectator Services Manager

Key Responsibilities

• Lead the implementation of the spectator services operations for one or more competition venue, ensuring a seamless, safe, and inclusive experience for all ticket holders, guests, and accessible spectators based on strategic functional planning principles.
• Ensure effective cross functional alignment in the planning and implementation of Spectator Services operations.
• Understand and implement Spectator Services policies and procedures through the final planning phase.
• Work closely with Security to ensure seamless Spectator Services delivery, particularly for spectator entry and safety matters.
•  Establish and maintain clear and effective communication within the team and across the Organising Company.

• Implement the Spectator Services venue operations during the Games including wayfinding, accessibility operations, ushering and information point operations.
• Maintain high levels of morale within the team, before and during the Games period.
• Oversee the operation of other front of house activities to ensure appropriate alignment of service delivery to spectators and other client groups.
• Coordinate the production of key event information for spectators on the Games website and via spectator guide in partnership with the OC.
• Oversee real-time spectator operations during Games time, coordinate with incident response teams, resolve issues promptly, and provide daily reporting on crowd management
• Ensure correct placement of all Spectator Services team members, as planned, and manage changes to meet operational needs.
• Deliver the training for Spectator Services venue workforce, taking into consideration the mix of volunteer and paid workforce.
• Ensure all spectator-facing policies and procedures are compliant with licensing, safety, and accessibility regulations, and that lessons learned are captured for post-event legacy and continuous improvement.
• Ensure that team members are performing effectively and delivering Spectator Services principles.
  
  

Skills, Knowledge and Expertise

• Substantial experience of the integrated planning and delivery of spectator services for large-scale, multi-venue international sporting events (e.g., Commonwealth Games, Olympic and Paralympic Games, World Cups), with a proven track record in both pre-event planning and Games-time operations.
• Demonstrated ability to recruit, train, and lead large, diverse teams of staff, stewards, and volunteers in a high-pressure, multi-sport event environment.
• Expertise in designing and implementing crowd management, ingress/egress, wayfinding, and accessibility solutions for high-volume spectator venues.
• Experience in collaborating with other functional areas (e.g., transport, security, accessibility), venue owners, emergency services, and licensing authorities to deliver integrated spectator experiences.
• Hands-on experience managing real-time issues, incidents, and escalations during live events, ensuring the delivery of a safe and secure Games experience for all spectators. 

• Highly organised with excellent project management skills that support the effective management of complex schedules, resource allocations, and operational plans across multiple venues. 
• Works effectively across functions, venues, and stakeholder groups, building trust and ensuring integrated delivery.
• Commitment to delivering an exceptional, inclusive, and safe experience for all spectators, including those with accessibility needs.
• Strong ability to motivate, direct, and support teams, fostering a positive and service-oriented culture.
• Excellent written and verbal communications skills for briefing teams, reporting to management, and engaging with diverse audiences.
• Calm and decisive in resolving operational challenges and responding to incidents under pressure.

• Works effectively across functions, venues, and stakeholder groups, building trust and ensuring integrated delivery.
• Fosters a “One Team” approach, working seamlessly with overlay, venue, and functional area leads to deliver integrated solutions.
• Demonstrates resilience and composure in high-pressure, dynamic event environments, leading teams through uncertainty and change.
• Embraces feedback, lessons learned, and best practices to enhance security planning and delivery throughout the event lifecycle.
• Supports knowledge transfer and capability-building for local staff and future event security professionals.