Exhibitor Services Associate

SUMMARY:

Exhibitor Services Associate (“ESA”) is responsible for ensuring that exhibitors’ requests for services are met timely and efficiently. As assigned, the ESA must be available to assist with show preparations including taking in and reviewing service orders and preparing for onsite service desks. The ESA is responsible for daily office activities including answering incoming exhibitor phone calls and emails, attending to mailed and online orders, and other general office tasks. When assigned the ESA will shadow the Senior ESA or Coordinator on service desks. Additionally, this position is responsible for ensuring the operational needs are met by communicating information to the proper departments within the Convention Center.

ESSENTIAL DUTIES & RESPONSIBILITIES: The Exhibitor Services Manager and Director of Guest & Exhibitor Services may designate various other activities. The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time for any reason, including reasonable accommodation.

Leadership

· Assist in Training of more Junior Colleagues

Customer Service

· Perform all duties in a professional and productive manner with the aim of providing the highest level of customer service to ensure successful events and Signature Boston experience for the exhibitors.

· Serves as primary point of contact for exhibitors and Service Delivery Teams onsite; ensuring service orders are completed

· Serve as the Lead on the Exhibitor Services Desk for all levels of events with the primary focus on Single and Double Hall events

· Serve as point of contact for show specific client service orders as assigned

Pre-Event

• Set up Pre-Con and Jump Start Meetings

• Coordinate Exhibitor Services Orders with Public Safety, Electrical, Plumbing, Internet, Rigging, and Sound Technicians to ensure proper set up of booths.

• Coordinate Services Orders with Electrical, Plumbing, Internet, and Sound Technicians

• Upload Exhibitor Lists as supplied by the Event Manager and make updates as necessary

• Verify Customer Account information in the Customer Settlement Report and coordinate with the Finance Department on credits and balances due

• Run the Electrical Tags for Exhibitor Booths and provide to BMS and Electrical Department

• Assign phone numbers to requested booths and Create Alpha Phone List to be distributed at the Pre- Con

• Prepare Client Tent Cards and ensure Departments and Partner Tent Cards are prepared for the Pre- Con.

• Provide client Service order event estimate and collect payments

During Event

• Maintains knowledge of Exhibitor Rules and Regulations as it pertains to each individual event.

• Act as primary liaison between exhibitors and Service Delivery Teams, to include Electrical, Plumbing, IT, Public Safety and Jcalpro

• Serve as the buildings Point of Contact for all Exhibitors

• Work with the GSC, 3rd Parties and our Vendors/Partners to ensure building rules and regulations are followed and Exhibitor Needs are met.

• Work with Event Service Manager to that all service orders are delivered as ordered and any new service orders are placed and delivered in a timely manner

• Update client billing throughout event as needed

Post Event

· Prepare post report detailing success and challenges as well as solutions to increase exhibitor satisfaction

· Close out client service order billing within 24- 48 hours post move-out

Administrative Support

· Completes Projects as Assigned by the Exhibitor Services Manager

SUPERVISION RECEIVED: Supervision is provided by the Director of Guest & Exhibitor Services and the Exhibitor Services Manager and includes training, inspecting, assigning work, coaching, and performance evaluations.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION/EXPERIENCE: Bachelor's degree from four-year College or university. The Bachelor’s degree requirement may be substituted with some College and 5 years’ related experience. Experience must be working within the Hospitality/Convention Industry or equivalent. Knowledge of state-of-the-art computer word processing and analytical tools such as Excel. Experience with two-way radios and general office equipment a plus. A well-organized individual who is a team player and can relate to people at all levels of an organization, possesses excellent communication skills, flexibility and is committed to the MCCA’s Mission.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK SCHEDULE: The work schedule for this position typically fluctuates based upon the needs of a particular event or project, which would require the ability to work a flexible schedule including late nights, early mornings, long days, weekends, and holidays. Travel to other MCCA facilities is required.

DRESS CODE: In order to project dignity and decorum expected by the public, appropriate dress and good grooming are expected of all employees.