Event Team Captain Job Descriptions
Operations
Role: Operations – Exhibit Hall
Overview: The Exhibit Hall Operations team oversees operations within the Exhibit Hall — exhibitor load-in and load-out, attendee safety, etc
Shift(s):
Responsibilities:
- Provide exemplary customer service to exhibitors and attendees
- Be familiar with exhibitor rules and report violations to the Exhibit Hall Manager
- Monitor the Exhibit Hall area for safety concerns, taking action as needed
- Provide crowd-control and line-management assistance as needed
Requirements:
- Must be able to stand/walk for long periods of time
- Must be able to communicate clearly via radio
- Must be able to interact politely with customers at all times
- Must stay calm when responding to high-pressure situations (medical emergencies, missing children, etc.)
Role: Operations – Block Party
Overview: The Block Party Operations team oversees operations within the Block Party on Georgia Street — vendor load-in and load-out, attendee safety, etc. This team also staffs the Block Party Information Booth
Shift(s):
Responsibilities:
- Provide exemplary customer service to attendees and vendors
- Be familiar with Block Party rules and work closely with the Visit Indy team to enforce them
- Monitor the area for safety concerns, taking action as needed
- Provide crowd-control and line-management assistance as needed
Requirements:
- Must be able to stand/walk for long periods of time
- Must be able to be outside for long periods of time, in high heat or rain>
- Must be able to communicate clearly via radio
- Must be able to interact politely with customers at all times
- Must stay calm when responding to high-pressure situations (medical emergencies, missing children, etc.)
Role: Operations – Roaming
Overview: The Roaming Operations team oversees operations
over all areas of the convention—answering questions, ensuring a safe
environment, etc.
Shift(s):
Responsibilities:
- Provide exemplary customer service to attendees
- Be familiar with and enforce convention rules, escalating as needed
- Monitor assigned areas for safety concerns, taking action as needed
- Provide crowd-control and line-management assistance as needed
Requirements:
- Must be able to stand/walk for long periods of time
- Must be able to communicate clearly via radio
- Must be able to interact politely with customers at all times
- Must stay calm when responding to high-pressure situations (medical emergencies, missing children, etc.)
Role: Event Team HQ
Overview: The Event
Team HQ team manages the check-in
point for Apprentices and certain Support Team (temp staff) positions. This
area also serves as a general Information Booth for attendees.
Shift(s):
Responsibilities:
- Provide exemplary customer service to attendees and temp staff
- Manage Apprentice check-in and check-out, tracking hours and ensuring Apprentices know where they need to be
- Manage temp staff for Coupon Book and Program Book distribution
- Manage the temp staff pool for pop-up needs
Requirements:
- Must be approachable and friendly at all times
- Must be able to communicate clearly via radio
- Must be organized and able to read spreadsheets for time-keeping
Role: Show Office
Overview: The Show
Office team primarily supports Gen
Con staff in the running of the show, but also serves as a hub for attendee
and vendor questions, the Captain Lounge, and Lost & Found.
Shift(s):
Responsibilities:
- Provide exemplary customer service to attendees and staff
- Manage office supplies and equipment (radio and key check-out, etc.)
- Run errands for staff members as needed
- Manage Lost and Found items
Requirements:
- Must be approachable and friendly at all times
- Must be able to communicate clearly via radio
- Must be able to keep a space that could quickly become chaotic neat and organized
Events
Role: Event HQ
Overview: Staff a designated HQ
that provides oversight and support for events operating in a given space.
This might include Wednesday Trade Day programming.
Shift(s): ☒ Days ☒ Evenings
☐
Overnight
Responsibilities:
- Provide exemplary customer service to attendees and staff
- Be familiar with and enforce convention rules, escalating as needed
- Provide assistance with lines, crowd control, and electronic ticketing as needed
- Assist attendees by serving as a general point of contact with Gen Con, fielding general questions, orienting them to find events, and addressing complaints or issues with specific events.
- Assist event organizers and GMs with event issues, including finding locations, confirming event needs, and resolving logistical issues that may arise.
- Monitor events taking place in the area assigned to the HQ, including making periodic “rounds” of tables and rooms to ensure no issues need to be addressed.
- Scan tickets from events that have already been completed, as time allows.
- Additional responsibilities may arise, depending on location and events scheduled there.
Requirements:
- Must be approachable and friendly at all times
- Must be able to communicate clearly via radio
- Must have basic computer skills, including an understanding of GCMS and the ability to navigate spreadsheets.
- Must be able to maneuver over medium to long distances depending on HQ.
- Be willing to work as a team with other event team staff, sharing duties as needed; schedule flexibility preferred.
- Must stay calm when responding to high-pressure situations (medical emergencies, missing children, etc.)
Role: GM HQ
Overview: Staff the central authority for events around the convention, coordinating with local event HQs, event organizers, and Gen Con staff, serving as the common first point of contact for event organizers who need help during the convention.
Shift(s): ☒ Days ☒ Evenings ☐ Overnight
Responsibilities:
- Provide exemplary customer service to attendees and staff
- Be familiar with and enforce convention rules, escalating as needed
- Assist event organizers and GMs with their events, including assigning badges and badge allocations, accepting tickets and hotel receipts, updating events, and answering general questions.
- Assist other event HQs with questions about events.
- Maintain and update physical badge allocation packets as needed and receive attendee badges that need to be refunded.
- Assist staff as needed, which may involve being temporarily assigned to another location to oversee the completion of a task.
Requirements:
- Must be approachable and friendly at all times
- Must be able to communicate clearly via radio
- Must have advanced knowledge of GCMS, as well as an understanding of how to assign and refund badges in the system, as well as cashier account
- Must have a basic understanding of how to use spreadsheets and utilize Discord
- Must be available for work particularly on Wednesday afternoon through 8 pm
- Must be able to work under pressure
- Must stay calm when responding to high-pressure situations (medical emergencies, missing children, etc.)
Role: Kids Zone
Overview: Staff the Kid Zone area and oversee the activities and participants therein.
Shift(s): ☒ Days ☒ Evenings
☐ Overnight
Responsibilities:
- Provide exemplary customer service to attendees and staff
- Be familiar with and enforce convention rules, escalating as needed
- Assist attendees by serving as a general point of contact with Gen Con, fielding general questions, orienting them to find events, and addressing complaints or issues with specific events.
- Lead small child-oriented activities, including crafts and board games
- Make sure no child is left unattended in the room
- Maintain the room in a neat and organized manner
Requirements:
- Must be approachable and friendly at all times
- Must be able to communicate clearly via radio
- Must be comfortable working with children and parents
- Be patient and understanding when working with our youngest attendees
- Must stay calm when responding to high-pressure situations (medical emergencies, missing children, etc.)
Role: Stages
Overview: Manage the operation of a space dedicated to large stage events that need additional logistical support, particularly the Main Stage, Streaming Stage, and Streaming Studio.
Shift(s): ☒ Days ☒ Evenings ☐ Overnight
Responsibilities:
- Provide assistance with lines, crowd control, and electronic ticketing as needed
- Assist event organizers and their guests in a friendly and professional manner
- Provide exemplary customer service to attendees and staff
- Be familiar with and enforce convention rules, escalating as needed
- Assist attendees by serving as a general point of contact with Gen Con, fielding general questions, orienting them to find events, and addressing complaints or issues with specific events.
- Additional responsibilities may arise, depending on location and events scheduled there.
Requirements:
- Must be approachable and friendly at all times
- Must be able to communicate clearly via radio
- Work on a flexible schedule with some late-night events.
- Must have basic computer skills, including an understanding of GCMS and the ability to navigate spreadsheets.
- Must stay calm when responding to high-pressure situations (medical emergencies, missing children, etc.)
- Experience with live event production is a big plus
Role: Electronic Ticketing Support
Overview: Provide support to Events HQ captains as they assist event organizers and GMs in managing electronically ticketed events, ensuring smooth operation and quick resolution of any issues or errors on-site
Shift(s): ☒ Days ☒ Evenings ☐ Overnight
Responsibilities:
- Provide exemplary customer service to attendees and staff
- Be familiar with and enforce convention rules, escalating as needed
- Assist in training Event HQ captains, event organizers, and GMs on how to scan attendees into electronically ticketed events, including ensuring that each group’s first batch of events for the weekend launch smoothly.
- Document technical and operational challenges that arise with electronically ticketed events onsite.
- Directly scan attendees into large or complex electronically ticketed events, such as anything scheduled on the Main Stage.
- Visit event organizers and GMs to investigate and resolve any issues that may come up reconciling attendees with electronic tickets.
- Serve as the first point of escalation when problems occur with electronically ticketed events.
Requirements:
- Must be approachable and friendly at all times
- Must be able to communicate clearly via radio
- Proficient computer, mobile, and technical skills. Experience using large-scale event ticketing programs preferred.
- Ability to quickly learn new technical skills and then be able to train others on how to use them.
- Must stay calm when responding to high-pressure situations (medical emergencies, missing children, etc.)
- Be willing to work as a team with other support team staff, sharing duties as needed; schedule flexibility preferred.
- Ability to problem-solve situations as they arise to best address event organizer ticketing needs.
- Ability to escalate and effectively report technical issues to the development team where appropriate.
Guest Services
Role: Customer Service
Overview: Serves as
the manager for customers buying
badges/tickets and refunding said items. This might include Wednesday Trade
Day programming.
Shift(s):
Responsibilities:
- Provide exemplary customer service to attendees and staff
- Be familiar with and enforce convention rules, escalating as needed
- Assist attendees by serving as a general point of contact with Gen Con, fielding general questions, and directing them to the proper departments for help.
- Ability to problem-solve situations as they arise.
- Provide supervision and training for cashiers in their department
- Be well versed in the Gen Con systems for Refunds, Badge, and Ticket sales as well as the hardware required for the position.
- Be available and ready for additional responsibilities that may arise.
Requirements:
- Must be approachable and friendly at all times
- Must have accomplished de-escalation techniques and the ability to stay calm under high-pressure situations
- Must be able to supervise temporary workers
- Must have basic computer skills, including an understanding of GCMS and the ability to navigate spreadsheets.
- Must be able to spend 8 hours each day on their feet and mobile
- Must be able to communicate clearly via radio
Role: Fulfillment
Overview: Prints Badges and tickets and manages a team who fulfills those as well.
Shift(s):
Responsibilities:
- Provide exemplary customer service to attendees and staff
- Be familiar with and enforce convention rules, escalating as needed
- Print Badges and Tickets
- Ability to problem-solve situations as they arise.
- Be well versed in the Gen Con systems for printing as well as the hardware required for the position.
- Provide supervision and training for temporary fulfillment workers
- Be available and ready for additional responsibilities that may arise.
Requirements:
- Must be approachable and friendly at all times
- Must have exemplary organizational skills
- Must be able to supervise temporary workers
- Must be able to alphabetize
- Must be able to communicate clearly via radio
Role: VIG Lounge
Overview: Serves as the point of contact for VIG’s in the VIG lounge
Shift(s):
Responsibilities:
- Provide exemplary customer service to attendees and staff
- Be familiar with and enforce convention rules, escalating as needed
- Be well versed with the VIG program and its policies
- Assist attendees by serving as a general point of contact with Gen Con, fielding general questions, and directing them to the proper departments for help.
- Ability to problem-solve situations as they arise.
- Provide supervision and training for cashiers in their department
- Be available and ready for additional responsibilities that may arise.
Requirements:
- Must be approachable and friendly at all times
- Must have accomplished de-escalation techniques and the ability to stay calm in high-pressure situations
- Must be comfortable working with VIG’s and their children
- Must be able to supervise temporary workers
- Must have basic computer skills, including an understanding of GCMS and the ability to navigate spreadsheets.
- Must be able to spend 8 hours each day on your feet
Role: BIPOC Lounge
Overview: Serves as the point of contact and maintains a welcoming space for BIPOC attendees
Shift(s): ☒ Days ☒ Evenings ☐ Overnight
Responsibilities:
- Provide exemplary customer service to attendees and staff in the BIPOC Lounge
- Support participating partners in the space as they host events, networking, and industry-related opportunities for BIPOC attendees
- Be familiar with and enforce convention rules, escalating as needed
- Assist attendees by serving as a general point of contact with Gen Con, fielding general questions, and directing them to the proper departments for help
- Problem-solve situations as they arise.
- Be available and ready for additional responsibilities that may arise.
Requirements:
- Must be approachable and friendly at all times
- Must be able to communicate clearly via radio
- Must have accomplished de-escalation techniques and the ability to stay calm in high-pressure situations
- Must have a strong understanding of Gen Con programming and opportunities for attendees at the show
- Must have basic computer skills, including an understanding of GCMS, Gen Con e-ticketing, and the ability to navigate spreadsheets
- Must be able to spend 8 hours each day on your feet
Role: Quiet Room
Overview: Serves as the point of contact and maintains a welcoming space for attendees in the Quiet Room
Shift(s):
Responsibilities:
- Provide exemplary customer service to attendees and staff
- Maintain a calm, quiet, organized, and welcoming space
- Be familiar with and enforce convention rules, escalating as needed
- Assist attendees by serving as a general point of contact with Gen Con, fielding general questions, and directing them to the proper departments for help
- Ability to problem-solve situations as they arise
- Be available and ready for additional responsibilities that may arise
Requirements:
- Must be approachable and friendly at all times
- Must have accomplished de-escalation techniques and the ability to stay calm in high-pressure situations
- Must be able to work independently with limited oversight
Role: Will Call
Overview: Serves as
the manager for Will Call workers
and point of contact for customers with Will Call issues
Shift(s):
Responsibilities:
- Provide exemplary customer service to attendees and staff
- Be familiar with and enforce convention rules, escalating as needed
- Have an excellent grasp of Will Call procedures and protocols
- Ability to problem-solve situations as they arise.
- Be well versed in the Gen Con systems for printing as well as the hardware required for the position.
- Provide supervision and training for temporary Will Call workers
- Be available and ready for additional responsibilities as they arise.
Requirements:
- Must be approachable and friendly at all times
- Must have exemplary organizational skills
- Must have basic computer skills, including an understanding of GCMS and the ability to navigate spreadsheets.
- Must be able to supervise temporary workers
- Must be able to alphabetize
- Must be able to communicate clearly via radio
Sales
Role: Exhibitor HQ
Overview:
Headquarters to assist Exhibitors, Artists,
and Authors with all logistics of their onsite presence
Shift(s):
Responsibilities:
- Check in exhibitors, artists, and authors, sell badges, manage name changes on badges, and process refunds
- Print and distribute exhibitor packets
- Process booth applications and payments
- Assist with exhibitor booth concerns and rules questions
Requirements:
- Must be approachable and friendly at all times
- Must be comfortable using a computer, including basic office suite functions and email.
- Must be well organized when dealing with sensitive documents
- Must be ready to interact with exhibitors, artists, and authors at all times
Role: Artist/Author HQ
Overview: Assist the Art Show Coordinator at the headquarters on the Exhibit Hall floor to assist artists and authors with all logistics and questions of their on-site presence.
Shift(s):
Responsibilities:
- Help with revisions of physical set up of show if needed
- Help with labeling tables and other setup, as well as tear-down
- Serve as point-of-contact for Artist and Author check-in and questions
- Provide general customer service during the show
Requirements:
- Must be approachable and friendly at all times
- Must be knowledgeable of the exhibit hall rules and regulations
- Must be able to answer questions, seek help with answers, or guide artists and authors accordingly
- Must be ready to interact with artists and authors at all times
Finance
Role: Finance
Shift(s):
Responsibilities:
- Provide exemplary customer service to attendees and staff
- Manage temp staff check-in and check-out time, as well as provide training and support
- Make sure that no penny is left behind
Requirements:
- Must be approachable and friendly at all times
- Must be able to communicate clearly via radio
- Must be detailed and creative with numbers!
- Must have a super sense of humor
- Must be able to work with a computer
Marketing
Role: Press Office
Overview: Press Room Captains assist members of the media with collecting their press badges and help to manage the press office. Duties include badge printing and distribution, offering assistance to media and answering questions, organizing the PR samples of games and merchandise on display, assisting news crews with setting up for live or pre-recorded interviews, sharing handouts of press releases from publishers and exhibitors, and assisting the PR Consultant and Senior Marketing Manager with miscellaneous PR and Marketing related tasks.
Shift(s):
Responsibilities:
- Provide exemplary customer service to attendees, media, and staff
- Badge printing and distribution
- Assisting media with questions
- Organizing and displaying PR samples of games and merchandise
- Assisting news crews with setup for live or pre-recorded interviews
- Sharing handouts of press releases from publishers and exhibitors
- Assisting Gen Con PR Consultant and Senior Marketing Manager with miscellaneous PR and Marketing related tasks
- Keep the Press Office tidy
- Daily opening and closing of Press Office
Requirements:
- Must be approachable and friendly at all times
- Must be able to communicate clearly via radio
- Must be experienced and comfortable working with a laptop computer
- Experience printing badges and doing customer look-up on GCMS is a plus.
Tech
Role: Tech Office Support
Overview: The Tech Services team is responsible for show management’s online computer systems used by the Event Team to manage the convention.
Shift(s):
Responsibilities:
- Provide exemplary customer service to attendees and staff
- Set up and configure show management computers, printers, network and peripherals
- Test required hardware and software
- Respond to technical support calls and questions as requested
- Monitor ongoing technical operation
- Service / troubleshoot hardware/software issues as needed
- Log technical issues as needed
- Strike equipment when the convention ends
Requirements:
- Must be approachable and friendly at all times
- Must be able to communicate clearly via radio and text
- Must have detailed base knowledge of Windows operating system (system preferences, network setup, printing preferences, Windows updates, etc.)
- Must be a critical thinker who can quickly come up with ideas to troubleshoot problems
- Must respond quickly to issues and remain calm under pressure
- Must be able to work as part of a collaborative, customer service-focused team
- Prefer: advanced troubleshooting skills for computer hardware, printer, operating system, etc.
- Prefer: the ability to set up multiple computer workstations (wiring, peripherals, power, networking, etc.)