What are the responsibilities and job description for the Guest Experience Manager position at Broward Center for the Performing Arts?
POSITION SUMMARY
The Guest Experience Manager supports the Guest Services Department in providing first-class customer service and creates a positive experience for all visitors at the Broward Center for the Performing Arts.
ESSENTIAL FUNCTIONS
- Supervise campus concierge staff work with the Director of Guest Services and Human Resources to ensure staffing decisions and actions are consistent with organizational goals.
- Provide accessibility support to guests and coordinate the accessibility offerings
- Assist with ordering, inventory and stock of items used by the Guest Services department
- Coordinate SEAS presentations with the SEAS Supervisor and the Education department
- Manage and settle events on day-of-show, as needed.
- Greet all guests and act promptly to accommodate requests and needs.
- Courteously and consistently assist visitors in locating events, activities, transportation, parking, restaurants, box office, ushers, security, etc.
- Resolve customer complaints to the best possible satisfaction of customers.
- Manage Concierge Service, in PACA venues as assigned, by making decisions and taking actions regarding guest and parking and accessibility issues, customer service, BCPA emergencies, and safety.
- Manage communications with garage, public safety personnel, and Broward Center staff to ensure a smooth, safe, and efficient arrival and departure experience.
- Supervise garage operations to ensure the highest level of customer service
- Knowledgeable of all events and activities within the facility on any given day/night.
- Assist in the scheduling of appropriate Concierge staffing for BCPA events.
- Knowledgeable of all accessibility options and able to assist guests appropriately.
- Work closely with the Director of Guest Services or the Guest Services Manager to ensure customers have an optimal experience and receive first class customer service from the moment they arrive.
- Promote Broward Center facilities and offerings, encourage return visits and engagement.
- Complete additional responsibilities as assigned.
CORE COMPETENCIES
- Customer Focus- Understand the needs of the customer (internal & external) and act accordingly to create an exceptional experience.
- Teamwork- Work as a collaborative member of a group contributing to the overall mission, strategies and goals.
- Accountability- Take ownership for deliverables and actions and contribute value to the organization. Accept responsibility for actions and outcomes.
KNOWLEDGE AND ABILITIES
- Able to maintain a physical presence at designated work location, maintain regular attendance and punctuality and work a flexible schedule including nights, weekends, and holidays required.
- Able to communicate effectively in English, both in writing and verbally.
- Able to spend shifts walking campus and positioned outdoors (weather conditions permitting).
- Know all areas of the BCPA campus and surrounding areas including directions to/from campus from surrounding areas.
- Understand the basic requirements of patrons with special needs and how best to provide specialized customer service.
- Able to operate a hand-held radio.
- Familiar with all emergency management policies and procedures.
- Able to exhibit appropriate, professional, and corporate demeanor, considerable tact, and courtesy when interacting with internal and external patrons in a variety of situations.
- Able to use a mobile device to assist with information and directions.
- Able to work effectively and positively with others.
SUPERVISORY RESPONSIBILITY
- Campus Concierge Representatives
DESIRED EDUCATION AND EXPERIENCE
- High School, High School Equivalent, or Higher: General/Business/or any equivalent combination of training and experience.
Education
Preferred- High School/GED or better