Employee Expectations

There are three principles that are key to our work- performance, consistency, and innovation.

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PERFORMANCE- The foundation of our brand is firmly based on our ability to provide top-tier performance in everything we do. A strong foundation is paramount in our growth and will not be compromised. This means that our staff are expected to carry out their responsibilities for the day and adhere to all guidelines set by PMO and USAFA Leadership.

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CONSISTENCY- From the services we provide to the way we provide them, our team will always be honest, transparent, and poised in everything we do. We operate in a volatile industry where the tides can turn on a whim. We are the resource in which our client (USAFA) will depend upon in times of uncertainty. 

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INNOVATION- Our industry is evolving faster now than ever before. It is our responsibility to provide our clients relevant products and solutions in a timely manner. We are in the business of revolutionizing the sports and entertainment industry with forward thinking and flawless execution.

Every member of the KIRA Event Services Team is bound by a commitment to our mission of providing best-in-class services aimed at enhancing event management while maximizing the fan experience. It is our job to provide top-tier customer service while carrying out the contractual requirements with our client and following company expectations. Strict adherence to doing the right thing will always remain foremost in our thoughts and actions.

1. Customer Service

2. Situational Awareness

3. Following Guidance from Leadership

4. Working as a Team

Our main priority is to give every guest a positive and enjoyable experience. You should always be approachable, calm, and collected. Do what you can to make each fan feel welcome! If you don't know the answer to something, let the fan know that you will contact a supervisor or event assistant to get the answer rather than just saying you don't know. 

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Disagreements or conflict will be reported to supervisory staff for direction. Supervisors and PMO will always be onsite to interject to unruly or difficult inquiries. Please keep all conflicts outside of guest view when able and appropriate. It is not appropriate for our staff to get into altercations with other staff, fans, etc. Please follow direction from leadership (KIRA, AD, and SFS), ask for help if needed, and do your best to let things roll off your shoulders.

Exactly what the title says. As Event Staff, we need you to be looking ahead for problems, solutions, etc. as opposed to waiting for something to happen then dealing with it. Do you see a spill in a high traffic area? Call Channel 5 to let janitorial know! Did you see some fans getting a little heated with each other and aren't sure if it will escalate? Call your supervisor or PMO so we can let AD Leadership handle it. Did you think of a solution to an issue you saw at an event? Tell us so we can discuss with the appropriate groups!

All staff are expected to leave all of their personal belongings in our designated break area for that event, with the exception of a beverage and an extra layer if needed.

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Please refrain from leaning against walls and railings, standing with your arms crossed, being on your phones, and any other behavior that can be seen as unprofessional. We want all staff to seem approachable and happy to be at the event. 

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No staff should ever be in areas like locker rooms, media rooms, the Falcon Room, etc. unless they were given job-specific permission to do so from PMO or USAFA AD Leadership.

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No staff should be taking any giveaway items, promotional items, or food while they are clocked in. Giveaways and promos are meant only for fans. If food is offered to you, please wait until after you have clocked out to take it. 

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If for any reason you need to step away from your post, please contact your supervisor or PMO first. No posts should be abandoned at any time.

Depending on the event you are working, you will be helping to cover a wide variety of positions. Event staff work everything from parking and traffic management to venue entry (ticket scanning, bag checks) to ushering to venue security to specialized positions like the Press Box for football. By being on the Event Staff team, you are agreeing to work any role you are assigned to in any weather conditions that may arise.

Your responsibilities will be discussed in detail with you at event briefs, so please be sure to arrive on time and pay attention so you understand your role for the day. Always feel free to ask questions if you need clarification!

In order to stay informed and prepared for your shifts, we ask you to do the following when you aren't working events-

1. Check (and read) your emails from PMO. Each email contains important information regarding upcoming events, policy changes, etc. If you do not read your emails and miss important information, that is on you.

2. Sign up for events during the sign up window. Event are posted on a monthly basis and all staff have one week to sign up. If you don't follow our process for sign ups, we cannot guarantee that you will be able to work.

3. Communicate with PMO. If you have any questions, comments, or concerns about anything, please reach out! We cannot fix any issues we don't know about. We're happy to answer questions and have discussions about anything you need.