Job Information
Birmingham Jefferson Convention Complex Guest Experience Manager in Birmingham, Alabama
The Guest Experience Coordinator will 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:
- Work with Event Managers to produce high-quality, comprehensive Event Information Sheet for premium services, guest services, and other part-time game-day staff.
- Provide upscale guest service experiences for clients and guests throughout their visit, analyzing customer feedback to suggest improvement strategies and provide direction to continuously improve the overall rating.
- Regularly review and analyze guest service data to generate action plans that address service deficiencies/goals, help to develop process improvements and/or training plans to enhance performance.
- Lead efforts focused on welcoming guests, continually improving processes that improve the guest experience, creating opportunities to exceed their expectations and empowering employees to fulfill our collective service mission of being the citys most premium gathering place.
- Strategical provides coverage for information help desks and touch points for events throughout BJCC facilities.
- Provide exemplary, proactive customer service to all premium seating clients; oversee game day staff in suite entrance and premium areas.
- Coordinates with Event Mangers to distribute appropriate event signage is required.
- Exceed weekly, monthly and yearly ticket sales goals.
- Handle incoming calls and inquiries from sales prospects and existing clients. Conduct VIP tours with potential prospect sales candidates
- 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.
- Assist ticketing with guest services problem resolution including ticketing issues and ticketing processing/order fulfillment and returns.
- 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.
- Manage and schedule guest services and communications specialist to ensure adequate customer service for events.
- Manage successful execution of major events including the operation of all Guest Service designated spaces such as the seating bowl, premium seating areas, elevators, Guest Service offices/kiosks, etc.
- 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.
- Responsible for event day duties as needed for sales, guests services and box office/will call.
- Gain knowledge of clientele in order to provide excellent customer service.
- Basic working knowledge of Ticketmaster in order to answer seating, relocation and guests service questions for guests and promoters.
- Performs other duties as required