Guest Services Coordinator-Rentals, Wilson Center

DEFINITION:

To administer exceptional front-of-house operations of the Center and build a recognized, world-class guest experience.

This position is an event and customer service professional committed to the Center’s guests, beneficiaries, and rental clients. This position is responsible for the execution of the Wilson Center’s guest experience program for all events at the Wilson Center.

• Receives direct supervision from the Guest Experience Manager
• Exercises event-based supervision over all part-time guest experience staff, volunteers and custodial

Essential and other important responsibilities and duties may include, but are not limited to, the following:

• Execute event-specific logistics for all events as they relate to the guest experience, including but not limitedto: concessions, merchandise, parking, seating, andticketing
• Provide event-based supervision and assignment to the volunteer corps and part-time guest experience staff
• Address client and guest complaints when appropriate; inform the Guest Experience Manager of all complaints and follow protocol regarding event reporting.
• Support artist merchandise sales, merchandise settlement, meet-and-greets, andsignings.
• Ensure event compliance with: NC ABC laws, fire codes, and ADAservices
• Maintain and execute best practices for maintenance and custodial standards, safe egress and crowdmanagement
• Secure, reconcile and deposit daily concessions, parking and merchandise revenue
• Support training and supervision of volunteers and part-time staff, encompassing evaluation and motivation, and making recommendations when needed to the Guest Experience Manager concerning discipline.
• Ensure brand guidelines are being executed on the ground level and relay all feedback to supervisor
• Serve as coordinator for event logistics to external, resident rental clients

• Perform other related duties and responsibilities as assigned

Knowledge of:

• Industry specific requirements, technology and equipment utilized
• Current trends, research, and development in the area of assignment.

Ability To:

• Be vigilant and proactive in anticipating and meeting guest needs during an event.
• Due to the operating hours and variety of tasks involved in this position, it is critical that this position works with a great deal of independence with sound judgment.
• Workweekends and/or evening hours as required.
• Wearthe regulation, provided uniform during servicehours.
• Embody and demonstrate exceptional customer service skills, even in stressful and/or demandingsituations.
• Remain calm, and make and give sound directions during emergencies.
• Perform excellent supervision and organizationabilities.
• Ability to effectively assist others with special needs.
• Establish and maintain effective working relationships with those contacted in the course of work including artists, agents, rental clients, donors, high profile clients and guests, students, college faculty and staff, and the general public.
• Understand and follow oral and written instructions.
• Communicate clearly both orally and inwriting.
• Prepare clear and concise reports.
• Maintain accurate records.
• Perform mathematical computations.
• Operate a personal computer and maintain computerizedrecords.
• Interpret and apply CFCC goals, objectives, policies, procedures, rules, and regulations
• Maintain effective audio-visual discrimination and perception neededfor:
  • Making observations
  • Reading and writing
  • Communicating with others
  • Examining incoming equipment, materials and supplies
  • Handling varied tasks simultaneously

• Maintain physical condition appropriate to the performance of assigned duties and responsibilities, which may include the following:
  • Walking, standing or sitting for extended periods of time
  • Operating assigned equipment
  • Handling varied tasks simultaneously
  • Lifting, stooping, climbing, bending, or carrying heavy materials

• Maintain mental capacity, which allow the capabilityof:
  • Making sound decisions
  • Ensuring the safety ofothers
  • Workingin a fast-paced environment
  • Answering questions
  • Reviewing alternatives and makingchoices
  • Responding to questions
  • Demonstrating…