PT Guest Experience Specialist - Wilson Center
Wilmington, NC 
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Posted 12 days ago
Job Description
Location
Wilmington - Downtown Campus, NC
Job Type
Part Time Staff
Division
President's Office
Job Number
21-00234
Position Description

DEFINITION
This position works within the Operations department with direct supervision of the Guest Experience Coordinator to administer exceptional front-of-house operations of the Wilson Center. The ideal candidate for this position will need to be flexible in overseeing guest and performance services at a variety of levels, while having a high level of focus on efficiency, process refinement and guest care.


DISTINGUISHING CHARACTERISTICS:
This position is an event and customer service professional committed to the Center's guests, beneficiaries, and rental clients. This position must independently oversee day-of-event logistics to include: Event Staff, volunteers, safety protocol, ADA accessibility, concessions and community outreach activities. This position may also support administrative tasks to include; scheduling and event coordination, internal document processing, data entry and general administrative support. Due to the operating hours and variety of tasks involved in this position, it is critical that this position works with a great deal of independence and sound judgement

SUPERVISION RECEIVED AND EXERCISED

  • Receives general direction and immediate supervision from the Guest Experience Coordinator.
  • Exercises general direction and supervision over Volunteer Corps, Event Staff, Hospitality Specialists, Work Student employees and interns.
  • This employee is final decision-maker over day-of, front-of-house logistics.
  • Works closely with Alllied Security and New Hanover County Sheriffs to implement the highest safety standards
  • Works closely with CFCC custodial to coordinate event cleaning and sanitation.
  • Works closely with all internal Wilson Center departments to administer exceptional events and support event preparation coordination
Duties & Responsibilities (Essential Functions)

ESSENTIAL AND OTHER IMPORTANT FUNCTIONS
Essential and other important responsibilities and duties may include, but are not limited to, the following:

  • Due to the operating hours and variety of tasks involved in this position, it is critical that this position works with a great deal of independence with sound judgment.
  • Address client and guest complaints when appropriate; inform the Guest Experience Coordinator of all complaints and follow protocol regarding event reporting.
  • Be knowledgeable and ready to enforce and activate front-of-house emergency procedures, guidelines, and operational flow for security, ticketing scanning, and guest services for all events.
  • Be vigilant and proactive in anticipating and meeting guest needs during an event.
  • Educate, enforce, update, and lead by example for Volunteer Corps concerning guest services and safety.
  • Enforce House rules in accordance with CFCC policies.
  • Ensure ADA compliance for guest services: supporting guests and volunteers on proper procedures, assisted listening, monitoring needs for wheelchair seating, booster seats, etc.
  • Manage event-specific Concessions operations, to include cash reconciliation, product inventory, and direct oversight of volunteer concessionaires, in strict adherence to NC ABC laws.
  • Oversee artist merchandise sales, merchandise settlement, post-show meet-and-greets, and signings.
  • Support efforts to recruit the volunteer pool and ensure effective communication with all volunteers regarding event staffing, scheduling, policies, trainings, and procedures.
  • Support event related information data collection relating to merchandise sales, wait times, traffic patterns, and guest attendance.
  • Assist Guest Experience Coordinator in training and supervision of volunteers, encompassing evaluation, motivation, recruitment, monitoring and disciplinary measures.
  • Coordinate with touring or rental clients regarding show-specific requests; photography policies, late seating policies, meet and greet policies, security policies
  • Delegate, assign and lead all volunteer and Event Staff
  • Utilize and navigate internal management software; Ungerboeck, Signup Genius, Spektrix, Sling Scheduling, and Google Suite
  • Support event coordination administrative tasks to include; data collection, document preparation and processing and general administrative support as needed to support programming and outreach
  • Maintain a clean driving record in order to operate all vehicles, including 15 passenger vans.
Other Important Functions:
  • Perform other related duties and responsibilities as assigned
Qualifications

QUALIFICATIONS:

Knowledge of:

  • Industry specific requirements, technology and equipment utilized.
  • Current trends, research, and development in the area of assignment.

Ability To:
  • Interpret and apply CFCC goals, objectives, policies, procedures, rules, and regulations
  • Lift up to 50 or more pounds.
  • Embody and demonstrate exceptional customer service skills, even in stressful and/or demanding situations.
  • Establish and maintain effective working relationships with those contacted in the course of work including artists, agents, rental clients, donors, high profile clients and guests, students, college faculty and staff, and the general public.
  • Understand and follow oral and written instructions.
  • Communicate clearly both orally and in writing.
  • Create and maintain accurate records and reports.
  • Perform mathematic computations.
  • Work weekends and/or evening hours as required.
  • Maintain effective audio-visual discrimination and perception needed for:
    1. making observations
    2. communicating with others
    3. reading and writing
    4. examining incoming equipment, materials and supplies
    5. handling varied tasks simultaneously
  • Maintain physical condition appropriate to the performance of assigned duties and responsibilities, which include the following:
  1. Walking, standing or sitting for extended periods of time
  2. Operating assigned equipment
  3. Lifting, stooping, climbing, bending and carrying materials, or lifting up to 50 pounds




  • Maintain mental capacity, which allows the capability of:
  1. Making sound decisions
  2. Working in a fast-paced environment
  3. Responding to questions
  4. Demonstrating intellectual capabilities



EXPERIENCE AND TRAINING GUIDELINES
Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:


Minimum Education/Training:
  • High School Diploma or Equivalent

Minimum Experience:
  • 5 years of experience in customer service
  • 2 years of supervisory experience

Preferred Education/Training, Experience, Skills:
  • Supervision and event planning experience preferred
  • Restaurant, catering or live event experience preferred
  • Volunteer and/or staff management experience preferred.

  • ServSafe, RASP, TIPS, CPR/First Aid certification

Special Instructions to Applicants:
  • Work weekends and/or evening hours as required.

 

Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Part Time
Required Education
High School or Equivalent
Required Experience
5+ years
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