Guest Services Coordinator

Summary:
Working in conjunction with the Guest Services Manager, will develop a working knowledge of Convention Center procedures, policies, rules and regulations in order to service the client and customers. The Guest Services Coordinator will serve as the direct supervisor for the Guest Services Associates and will manage all aspects of their schedule and provide consistent feedback to said staff to ensure that the highest level of customer service is afforded to all guests. The Coordinator is responsible for determining staffing levels and strategic placement for all events on a show by show basis and communicating this schedule to the appropriate MCCA departments.

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Essential Duties & Responsibilities: *The Guest Services Manager 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.

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Supervison*:

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Determines all Guest Services staffing needs for all MCCA events including: number of Guest Services Associates, Number of Sr. Guest Services Associates, Hours of coverage, Strategic placement, Staffing of trolley and survey desks, Staffing of Intercept Survey, Break Coverage

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Supervises the performance and placement of the Guest Service Associates.

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Disciplines Guest Services Associates as necessary for not meeting minimum hour requirements, unprofessional conduct, etc.

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Assists Guest Services Manager with hiring and training of all new Guest Services Associates.

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Manages all training initiatives for Guest Service Associates.

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As assigned, conducts event briefings for GSAs to ensure staff is providing accurate information to our guest

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Customer Service*:

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Communicates staffing coverage with department heads in a timely manner

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Creates and uploads department post reports and staffing assignments for all annual events as well as all events that qualify for the Attendee Satisfaction Survey.

• Organizes content and leads, with the Guest Services Manager, department Quarterly Meetings and Trainings

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As assigned, responsible for the calculation and distribution of the Attendee Survey Data at the close of each show day

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Provides assistance with Attendee Survey Reports, including data collection and summaries.

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Assists the Guest Services Manager in providing staffing coverage and information on the ticket collecting/hand stamping program for gate shows

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Informs Event Manager of on-site guest emergencies

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As assigned represents the department at Pre-Cons or Site Visits and communicates back to the team any updates or new information

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Reviews and compiles event feedback and assessments in a timely and efficient manner

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Performs all duties in a professional and productive manner with the aim of providing the highest level of customer service to ensure the client a successful event

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SUPERVISION RECEIVED*: Minimal supervision is provided by the Guest Services Manager and includes assignment of duties, inspection of work, training, coaching, and performance evaluation.

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SUPERVISORY RESPONSIBILITIES*: This job works in conjunction with the Guest Services Manager to assist with departmental supervision to ensure the highest level of customer service to the guest and other departments in the facility. This position is responsible for providing performance evaluations, training and coaching of the Guest Services Associates.

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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.

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EDUCATION/EXPERIENCE*: Bachelor's degree from four-year College or university, at least one year supervisory experience and two years customer service experience, preferably within the hospitality/convention meeting industry. Knowledge of state-of-the-art computer word processing and analytical tools such as excel, two way radios and general office machines 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.

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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.

While performing the duties of this job, the employee is regularly required to walk, sit or stand; use hands to finger, handle, or feel; reach with hands and arms; talk or hear. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

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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.

The employee is occasionally exposed to fumes or airborne particles and risk of electrical shock, and changes in temperature. The noise level in the work environment is usually loud due to set up and activities of events.

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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 may be required.

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

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Executive Order #595: COVID-19 Vaccination Requirement for MCCA Employees_*
As a condition of employment, successful candidates will be required to have received COVID-19 vaccination prior to the finalization of the hiring process. Details relating to complying with this requirement will be provided to finalists.
Finalists who can provide documentation that the vaccine is medically contraindicated or who object to vaccination due to a sincerely held religious belief may make a request for a reasonable accommodation.

Job Type: Full-time