Guest Services Assistant - Casual

The Calgary TELUS Convention Centre is looking to hire a casual Guest Services Assistant in the Guest Services Department.

Reporting to the Senior Manager, Event Services, this position provides a full range of guest and business-related services to staff, contractors, in-house suppliers, guests, clients, and members of the public hosting and/or attending functions at the Calgary TELUS Convention Centre (CTCC).

Duties and Responsibilities

• Provide a full range of guest and business-related services and ensure all service requests are recorded, evaluated, prioritized, authorized, dispatched, and communicated with the appropriate employee, department, or in-house service provider.
  Ensure each item or request for service is executed in an accurate and timely fashion that will meet and/or exceed client expectations whilst anticipating additional or future needs.
  Provide feedback to Event Manager and/or source of service call if required.
• Upon the request of the Event Manager, and prior to the commencement of each event, Guest Services will review work orders from Momentus and understand the services required for each event. They will check the specified areas to ensure delivery of agreed upon services and meet with the client to advise them of how to get in contact with Guest Services, should they require anything during their event.
• Provide payment services whilst adhering to payment handling policies and procedures, ensuring precise records are maintained.
• Respond to or direct complaints and requests for information regarding CTCC business.
• Responds to general public inquiries for general information about CTCC events and downtown Calgary information and directions.
• Perform switchboard duties for the organization.
• Update, create, and close work orders in a timely manner for billing purposes.
• Process exhibitor utility payments and co-ordinate on-site utility requests with internal departments (e.g.
  electricity, internet, and internet).
• Provide recommendations to the Senior Manager, Event Services on the yearly operational and capital expenditure budgets.
• Sell business related items and services to clients and the public (e.g.
  word processing, faxing, photocopying, laminating, binding, scanning, office supplies, cell phone charging, etc.) and prepare all documentation related to the sale.
• Provides general office assistance as requested (including but not limited to those listed above) to internal CTCC departments.
• Greet and provide directional assistance to clients and guests attending events in the facility.
• Screen and distribute materials located in the brochure and information racks.
• Create, distribute, and maintain appropriate signage (client requests and internal usage).
• Maintains general office supplies inventory and stock levels, and orders supplies as required.
• Maintain Guest Services equipment and schedule repair services as required.
• Update information on the computer system daily (e.g.
  communications, correspondence, data entry, service calls, etc.).
• Respond to client requests for information on utility services (e.g.
  power, water, electrical, Wi-Fi, and telecom).
• Supervise and assist with any duties relating to Coat Check services.
• Other duties as assigned.

Job-Related Skills

• Highly motivated self-starter.
• Diverse knowledge and strong technical troubleshooting skills related to relevant programs and other office equipment, such as Microsoft Office (Word, Excel, and Teams), Adobe Acrobat, and commercial grade photocopiers.
• Strong customer service philosophy.
• Ability to work independently and in a team-focused environment.
• Strong organizational, interpersonal, and problem-solving skills.
• Effective listening and communications skills.
• Ability to juggle multiple tasks quickly and efficiently.
• POS machine experience, strong math aptitude.

Core Competencies

Accountability - Checks assumptions about mutual expectations and clarifies standards of overall performance.
Checks the scope of responsibilities of self and others.
Monitors day-to-day performance and takes corrective action when needed to ensure desired performance is achieved.

Client Focused - Ability to initiate and respond to communications at a service level with clients and guests. Asks probing questions to clarify customer expectations and needs to understand, respond, and activate appropriate actions.
Explores options to meet customer needs and seeks assistance from supervisor when needed.
Works towards resolving customer issues quickly and effectively.

Problem Solving - Investigates defined…