About Hayden Homes Amphitheater

The Crowd Management team at Hayden Homes Amphitheater works to create a safe, inclusive, and welcoming environment for guests, artists, tour staff, and venue employees. While this role includes safety and security responsibilities, the work is rooted in human connection and care.

About the role

• Crowd Management team members lead with kindness, compassion, and positivity, even in stressful or high-pressure situations. The team works collaboratively across departments and alongside emergency responders to implement best practices, policies, and procedures that support a world-class live event experience.
• As a Crowd Management Team Member, you will be stationed throughout the venue to monitor crowd movement, guest behavior, and controlled access areas. Assignments may include venue gates, road closures, barricades, secure areas, perimeter monitoring, or high-density crowd zones.

What you'll do

• Your primary responsibility is to help maintain a safe environment by observing conditions, identifying potential issues early, and responding appropriately. This includes giving clear directions, assisting guests, supporting access, and using verbal de-escalation techniques when situations become tense.
• Crowd Management team members do not lead with enforcement. Instead, they lead with presence, communication, and awareness, escalating concerns through proper channels when necessary. This role requires continuous focus, frequent radio communication, and close coordination with other Crowd Management staff, venue operations, guest services, law enforcement, fire, and EMS.
• Crowd Management & Safety
• • Monitor crowd behavior and movement
  • Observe body language and environmental cues to identify potential risks early
  • Monitor entrances, exits, barricades, secure areas, and high-risk zones
• Support safe ingress, egress, and venue flow
• • Communication & De-escalation
  • Communicate clearly and calmly with guests, coworkers, and emergency responders
  • Use verbal de-escalation techniques over physical intervention whenever possible
  • Provide clear instructions during priority incidents or evacuations
  • Know when to disengage and request backup due to escalation and safety concerns
• Guest Service
• • Maintain a courteous, calm, and professional presence
  • Demonstrate awareness of and adaptability to ADA needs
  • Assist guests during any experience of frustration or distress and redirect towards appropriate accommodations
  • Treat all patrons with kindness, compassion, and respect
• Teamwork
• • Use radios effectively and follow established communication protocols
  • Stay coordinated with crowd management, dispatch, guest services, green team, emergency responders, tour personnel and management
  • Follow emergency response procedures and chain of command
• Operations
• • Assist with barricade placement, movement and removal
  • Support venue perimeter monitoring access control
  • Participate in emergency response activities as required
  • Follow and enforce all venue policies and procedures

Qualifications

• Required:
• • 18+ years of age
  • Ability to pass a background check
  • Ability to follow directions
  • Basic computer skills for schedule management
  • High School Diploma/GED
• Preferred an/or Desired:
• • DPSST Private Security Certification
  • DPSST Event & Entertainment Certification
  • First Aid / CPR / AED Certification
  • Experience in:
  • • Security / Crowd Management
    • Events/Festivals/Concerts
    • Military/Law Enforcement
    • EMS/Paramedic/Firefighter
    • 911 Dispatch
    • Medical
• Physical Requirements
• • Standing, sitting, or walking for extended periods of time (3-12 hours)
  • Ability to lift 50+ pounds
  • Climbing over barricades, using stairs, and navigating uneven ground
  • Quick, agile movement during emergencies
  • Lifting and moving bike racks, barricades, and other equipment
  • Assisting with moving, lifting or supporting patrons as needed
  • Potentially restraining individuals when safety protocols require intervention
• Mental and Sensory Demands
• • Ability to remain focused in loud, crowded environments
  • Ability to respond quickly to fast-changing situations
  • Ability to remain calm during escalated or emergency situations
  • Ability to multi-task while monitoring crowds, interacting with guests, monitoring cameras, and/or communicating on the radio
• Risks Associated with Crowd Management
• • Physical Altercations
  • Exposure to intoxicated or aggressive individuals
  • Slip, trip, and fall hazards in dark, uneven, or crowded spaces
  • Extreme or rapidly changing weather conditions
  • Low visibility
  • Exposure to intoxicants or drugs in audience environments
  • Responding to medical emergencies
  • Participating in evacuations or emergency crowd movements
  • Potential exposure to bodily fluids
  • Heavy lifting of bike racks, stage barricades, and event equipment
  • Fatigue due to late-night or extended shifts
  • Risk of miscommunication during urgent or high priority incidents