Guest Experience Coordinator-PT

ABOUT THE BJCC

For over 50 years, the Birmingham-Jefferson Convention Complex (BJCC) has served as a premier entertainment destination attracting a broad array of events across a diverse collection of venues. Centrally located in the heart of Birmingham, Alabama’s Uptown Entertainment District, the BJCC campus includes Legacy Arena at the BJCC, Protective Stadium, BJCC Concert Hall, over 220,000 square feet of meeting & exhibition space, and City Walk BHAM, a 31-acre public outdoor space with a dog park, pickleball courts, skate park and much more.

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The Part-Time Guest Experience Coordinator will assist the Guest Experience team in coordinating the Guest Services program and facilitating all aspects of premium and guest services for the Birmingham‑Jefferson Convention Complex. This position is responsible for providing, maintaining, and promoting hospitality and customer service at the highest level at all times; and welcoming and serving guests in a courteous, efficient and friendly manner.

• Demonstrate a commitment to all guests and quality service by communicating customer service standards that are consistent and in line with the BJCC’s mission and values.
• Provide upscale guest service experiences for clients and guests throughout their visit at the BJCC for all events.
• Create an atmosphere that welcomes guests, and proactively anticipate their needs so solutions can be offered before being requested and personalizing the delivery of the service to meet their specific needs.
• Plan, coordinate and implement processes and activities associated with premium and guest services under the direction and supervision of the Director.
• Analyze and evaluate information and results to choose the best solution for conflict resolution and problem solving.
• Assist the Guest Experience Manager in overseeing the Guest Services part‑time staff with willingness to foster an engaging team environment.
• Work with other departments to ensure the venues’ service standards of safety, guest experience and efficiency is communicated pre‑event, demonstrated throughout the event and post‑event.
• Collaborate with the Guest Experience Manager to assist in developing venue opportunities to increase guest satisfaction and provide an exceptional guest experience.
• Provide ongoing communication and problem resolution for premium seating and guest services’ areas during all phases of an event. Investigate and resolve customer problems with deliveries.
• Analyze customer feedback to suggest improvement strategies.
• Serve as a liaison between internal and external partners such as security, event management, maintenance, housekeeping, etc. in order to deliver premium level guest satisfaction for events.
• Demonstrate an understanding of the full range of principles, terms, techniques, and procedures for delivering an exceptional guest experience, to include communication and responsiveness to guests.
• Maintain current knowledge of emergency procedures and safety procedures for the BJCC in all matters, such as: respond appropriately to emergency situations, respond to safety hazards according to BJCC procedures (examples include, but are not limited to water on floor, objects blocking doors, electrical cords exposed or untapped in traffic routes, etc.). Effectively assist guests to locations of safety in the event of an evacuation, based on company policy and management instruction.
• Perform other duties as required.

Accountability, Interpersonal Skills, Customer Service, Communication, Active Listening, Conflict Management, Job Knowledge, Dependability, Adaptability/Flexibility, Problem Solving, Detail Oriented, Initiative, Responsiveness, Safety Focus, Technical Skills, Results Driven, Organizational Skills, Training and Development.

This position may have a moderate to extensive stress level associated with dealing with crowds of public visitors. The environment is mainly indoors, however the position may be required to work outdoors and be exposed to the elements (heat, rain, etc.).

Duties require extended periods of…