General Manager, Charlotte Convention Center, Crva

Who We Are

Our Mission: The CRVA fuels the visitor economy with leadership and expertise in branding and destination-defining infrastructure through an unwavering commitment to its culture and employees.

About The Charlotte Regional Visitors Authority (CRVA)

The Charlotte Regional Visitors Authority works to deliver memorable experiences that uniquely enrich the lives

of visitors and residents. Through leadership in destination development, marketing and venue management

expertise, the CRVA leads efforts to maximize the region's economic potential through visitor spending, creating

jobs and opportunities for the community.

The CRVA is a trusted steward of Charlotte's visitor economy, representing multiple brands that shape millions of

customers' experiences annually. The CRVA leads in destination development, marketing and venue management

capabilities for the Charlotte region. Supported venue brands include the Charlotte Convention Center, Bojangles

Entertainment Complex, NASCAR Hall of Fame and back-of-house operations at Spectrum Center. Through the

CRVA's sales and marketing arm, Visit Charlotte, additional brands supported include the Charlotte Regional Film

Commission and three Visitor Info Center Locations.

The CRVA is the leader of the community's hospitality industry, the region's fourth largest sector, which employs 1

in 9 residents and generates $7.8 billion in direct visitor spending with local businesses.

Charlotte Convention Center

Steps from Uptown's hotels, attractions, dining, and nightlife, the Charlotte Convention Center is an accessible

meeting and convention space with a bustling cityscape on its doorstep.

In Charlotte's compact, walkable Uptown area, the Charlotte Convention Center is connected to the NASCAR Hall

of Fame and lies across the street from the 700-room Westin Hotel. Roomy with 280,000 square feet of exhibit hall

space divisible into four halls, the Convention Center also boasts 126,500 square feet of breakout space, including

37 meeting rooms and two ballrooms, along with award-winning in-house catering and dining teams.

The Charlotte Convention Center recently completed a $129 million expansion/renovation that added more than

50,000 square feet of meeting room and pre-function space, bringing the total leasable square footage to

approximately 600,000 square feet.

Job Summary

The General Manager of the Convention Center is charged with overseeing all departments housed within the facility,

including Event Services, Facility Services, Engineering, and Food and Beverage. This position is responsible for

ensuring the highest level of customer service is achieved. The General Manager will report to the Vice President of

Venues within the CRVA.

Job Responsibilities

• Essential Job Duties

• Reviews, develops, and implements all Convention Center operating policies and procedures in support of the strategic objectives of CRVA and the safety of all staff and clients.

• Communicates with all leadership and staff to instill professionalism and behavior that drives first class customer experiences.

• Forecasts financial budget and develops long range capital planning for all Convention Center departments.

• Manages and controls annual operating budgets for programs and services, and tracks spending and revenue targets.

• Executes any necessary corrective action to meet budget goals.

• Supports Visit Charlotte (DMO) sales team in their efforts to secure business by developing effective sales strategies.

• Provides assistance in negotiating client agreements to minimize risk and ensure the safety of events.

• Negotiates terms for Convention Center's exclusive service provider agreements.

• Monitors and measures the execution of service agreements to ensure all customer service expectations are met.

• Monitors and evaluates the overall relevancy and effectiveness of the Convention Center standards and programs.

• Recommends and implements ongoing service improvements and makes recommendations to executive and senior leaders regarding the strategic direction of CRVA's programs and services.

• Participates in various industry associations to review and analyze trends in the facility management industry.

• Ensures the Convention Center is competitive in the marketplace based upon market research and networking.

• Fosters a climate of innovation and collaboration with all CRVA divisions and builds strategic partnerships with community-based organizations.

• Oversees in house food and beverage services which provide catering and concessions services at convention center, NASCAR Hall of Fame, Bojangles Coliseum and Ovens Auditorium.

• Coordinate with marketing on promotions and building branding.

• Coordinate with Finance on execution of all financial and operating reports, including, but not limited to, annual operating budget, capital expenses, operating revenue, expense budgets, event P&L's.

• Ensure high level of customer experience for clients and attendees.

• Manage and maintain a highly engaged staff.

• May perform other duties as required.

• Consistently deliver the best in customer experience. By supporting the CRVA customer experience initiatives and decisions underscoring the Service Philosophy will champion the evolution and continuity of building and leading teams to work collaboratively across the organization and greater Charlotte community, to deliver memorable customer experiences.

• Champion CRVA's mission, vision and core values and comply with organizations policies and procedures.

Scope of Responsibility

• This job is responsible for budgetary analysis, preparation, and review.

• This job will have periodic access to confidential data including wages and salaries, company records and/or minutes, customer quotes, product costs, and company plans, designs, and/or programs.

Supervisory Responsibility

• Manages three directors who supervise a total of more than 300 employees at the Convention Center, NASCAR Hall of Fame back of house and BOplex food and beverage service.

• Responsible for the overall direction, coordination, and evaluation of these units.

• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

KNOWLEDGE, SKILLS & ABILITIES:

• Ability to lead a team dedicated to the organization's customer service standards, going the extra mile to satisfy and exceed internal partner needs, treating all stakeholders with highest degree of respect and courtesy, and delivers exceptional service to internal and external customers.

• Demonstrated ability to understand strategic planning and execution of strategic initiatives.

• Understanding of budget management and financial planning.

• Exceptional interpersonal and communication skills.

• Effective conflict resolution and teambuilding talent.

• Creative problem solver and adaptable to new challenges.

• Ability to influence employees at all levels in the organization.

• Well-developed understanding and use of management skills such as recruitment, selection, training and development, coaching, goal setting, performance management, delegation and organization

• Strong motivational, communication, team building and training skills.

• High level of professionalism, honesty, integrity, and work ethic

• Working knowledge of basic computer software including MS Word, Excel, and Outlook

• Willingness to work flexible hours.

• Strong understanding of venue operations and maintenance.

• Strong knowledge of safety, building and fire code regulations and standards and any other applicable regulations

• Ability to work in high pressure, time sensitive situations typical of the event industry.

Education and Experience

• Experience as a GM of a like-size convention center or AGM or Director level of a larger convention center is preferred.

• Bachelors Degree or equivalent from four-year College or technical school; and ten plus years related experience and/or training; or equivalent combination of education and experience.

Physical Demands

• The employee must regularly lift and /or move up to 25 pounds.

• Specific vision abilities required by this job include close vision. While performing the duties of this job, the employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is frequently required to stand and walk.

Work Environment

• The noise level in the work environment could vary depending on the event.

Travel Required

• This job has the potential for occasional to frequent travel.

What We Offer

• Education Reimbursement

• 457 Plan

• CRVA University

• Employee 1st Culture

• CORE Values

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Our "employee first" culture requires engagement and engagement can't happen without the voices of many talented and diverse individuals charting our direction.

Diversity and Inclusion is a shared responsibility for every employee at the CRVA. We are committed to respecting, valuing, and celebrating the unique personal differences that make us a stronger organization. Diverse candidates are encouraged to apply.