Guest Services Coordinator-Rentals, Wilson Center

Position Description

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.

Supervision Received and Exercised:

• 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 limited to: concessions, merchandise, parking, seating, and ticketing
• 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, and signings.
• Ensure event compliance with: NC ABC laws, fire codes, and ADA services
• Maintain and execute best practices for maintenance and custodial standards, safe egress and crowd management
• 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

Other Important Functions:

• 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.
• Work weekends and/or evening hours as required.
• Wear the regulation, provided uniform during service hours.
• Embody and demonstrate exceptional customer service skills, even in stressful and/or demanding situations.
• Remain calm, and make and give sound directions during emergencies.
• Perform excellent supervision and organization abilities.
• 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 in writing.
• Prepare clear and concise reports.
• Maintain accurate records.
• Perform mathematical computations.
• Operate a personal computer and maintain computerized records.
• Interpret and apply CFCC goals, objectives, policies, procedures, rules, and regulations
• Maintain effective audio-visual discrimination and perception needed for:
• 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 capability of:

• Making sound decisions
• Ensuring the safety of others
• Working in a fast-paced environment
• Answering questions
• Reviewing alternatives and making choices
• Responding to questions
• D…