Guest Experience Coordinator
Company: Birmingham Jefferson Co
Location: Birmingham
Posted on: January 27, 2023
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Job Description:
ABOUT THE BJCCFor over 50 years, the Birmingham-Jefferson
Convention Complex (BJCC) has served as a premier entertainment
destination attracting a broad array of events across a diverse
collection of venues. Centrally located in the heart of Birmingham,
Alabama's Uptown Entertainment District, the BJCC campus includes
Legacy Arena at the BJCC, Protective Stadium, BJCC Concert Hall,
over 220,000 square feet of meeting & exhibition space, and City
Walk BHAM, a 31-acre public outdoor space with a dog park,
pickleball courts, skate park and much more. For more information
visit www.bjcc.org. Summary/Objective The Guest Experience
Coordinator will assist the assist the Guest Experience Manager in
coordinating the Guest Services program and facilitating all
aspects of premium and guest services for the Birmingham-Jefferson
Convention Complex. This position is responsible for providing,
maintaining, and promoting hospitality and customer service at the
highest level at all times; and welcoming and serving guests in a
courteous, efficient and friendly manner. Essential
Duties/Responsibilities Demonstrates understanding and full
performance ability in each of the following:Demonstrate a
commitment to all guests and quality service by communicating
customer service standards that are consistent and in line with the
BJCC's mission and values.Provide upscale guest service experiences
for clients and guests throughout their visit at the BJCC for all
events.Create an atmosphere that welcomes guests, and pro-actively
anticipates their needs so solutions can be offered before being
requested and personalizing the delivery of the service to meet
their specific needs.Plan, coordinate and implement processes and
activities associated with premium and guest services under the
direction and supervision of the Guest Experience Manager.Analyze
and evaluate information and results to choose the best solution
for conflict resolution and problem solving.Assists the Guest
Experience Manager in overseeing the Guest Services part-time staff
with willingness to foster an engaging team environment. Work with
other departments to ensure the venues service standards of safety,
guest experience and efficiency is communicated pre-event,
demonstrated throughout the event and post-event. Collaborate with
Guest Experience Manager to assist in developing venue
opportunities to increase guest satisfaction and provide an
exceptional guest experience.Provide on-going communication and
problem resolution for premium seating and guest services' areas
during all phases of an event. Investigates and resolves customer
problems with deliveries. Analyze customer feedback to suggest
improvement strategies.Serve as a liaison between internal and
external partners such as security, event management, maintenance,
housekeeping, etc. in order to deliver premium level guest
satisfaction for events. Demonstrate an understanding of the full
range of principles, terms, techniques, and procedures for
delivering an exceptional guest experience, to include
communication and responsiveness to guests.Must be able to maintain
current knowledge of emergency procedures and safety procedures for
the BJCC in all matters, such as: responds appropriately to
emergency situations, responds to safety hazards according to BJCC
procedures (examples include, but are not limited to water on
floor, objects blocking doors, electrical cords exposed or untapped
in traffic routes, etc.). Effectively assist guest to locations of
safety in the event of an evacuation, based on company policy and
management instruction.Performs other duties as
required.Competencies Accountability, Interpersonal Skills,
Customer Service, Communication, Active Listening, Conflict
Management, Job Knowledge, Dependability, Adaptability/Flexibility,
Problem Solving, Detail Oriented, Initiative, Responsiveness,
Safety Focus, Technical Skills, Results Driven, Organizational
Skills, Training and Development. Work Environment This position
may have a moderate to extensive stress level associated with
dealing with crowds of public visitors. The environment is mainly
indoors, however position may be required to work outdoors and
exposed to the elements (heat, rain, etc.). Physical DemandsDuties
require extended periods of sitting and/or standing. Moderate
amount of physical effort such as walking, standing, climbing,
bending, stooping, squatting, and kneeling. Requires walking
between venues for extended periods of time during events. Ability
to lift up to 30lbs with or without assistance, while maintaining
good balance. Must be flexible enough to reach above shoulder level
and be able to push and pull for brief periods of time. Visual
acuity, speech recognition, and speech clarity. Position
Type/Expected Hours of Work This is a full-time position; hours of
work must be flexible and varied to meet the demands of the
facility's events. Must be able to work extended and/or irregular
hours including day, nights, weekends, and holidays, as needed to
meet the event demands. Required Education and ExperienceMinimum of
three (3) years related knowledge, experience, and skills in
hospitality and customer service experience or a similar position.
Experience with guest services and/or hospitality experience
required.Bachelor's degree from an accredited college or university
with an emphasis business administration, hospitality, or
equivalent combination of education and experience is preferred.
Valid State of Alabama Driver License. Additional Eligibility
QualificationsAbility of working in stressful situation and remain
flexible to adjust as situations change. Must be able to anticipate
problems, resolve conflicts and implement immediate corrective
action with excellent problem-solving skills.Possess a natural
interest in helping others.Capable of multi-tasking, excellent
time-management, prioritizing skills with attention to detail and
self-starter mentality. Requires professional demeanor with ability
to use independent judgment to handle any guest services matters
and needs.Ability to work cooperatively with co-workers and provide
good internal and external customer service.Excellent interpersonal
skills with ability to connect with, and relate to, all levels of
management and clientele. Receives and applies feedback and
direction from management. Ability to write, comprehend,
disseminate reports and business correspondence. Excellent written
and verbal communication skills.Must be able to speak, read and
understand English.Must maintain a professional and inviting
appearance, as defined by policy, at all times. Ability to use
computer, scanner software, inventory management software,
computer, label maker, mail machine, intermediate Microsoft Office.
PI202142457
Keywords: Birmingham Jefferson Co, Birmingham , Guest Experience Coordinator, Other , Birmingham, Alabama
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