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Essential Duties/Responsibilities Demonstrates understanding and full performance ability in each of the following:

• Assist to oversee daily operations in all Guest Services team initiatives, drive departmental objectives for self and team, ensure effective communication and working in a team to reach department KPIs.
• Assist in planning, directing, and coordinating guest services overall work plan to ensure exceptional service is achieved in all areas.
• Provide operational support, guidance, training, motivation, and recognizing team members.
• Support all event logistics by coordinating event staff schedules, ensuring every event has proper event materials (maps, event information sheets, radios, etc.)
• Elevate the guest experience by being inclusive of high impact touch points and consistently meet and exceed guests and VIP expectations.
• Conduct pre-shift briefings and advise guest services team members of special event information and all VIP guests in attendance.
• Contribute to the Guest Services department and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and guest care to team members and guests.
• Aid Premium Guest Experience Manager in evaluating and responding to all guest feedback submitted via website contact forms or emails, and phone calls.
• Coordinate and aid in large volume of call and customer inquiries regarding shows and events.
• Support select venue programs including ADA accommodations, scheduling ASL interpreters, designated driver, lost and found, and sensory room inclusion.
• Coordinate the Lost and Found program for the complex, including logging found items and assisting with recovery of items.
• Ensure internal FAQ event documents, training materials, and event information sheets are created and distributed as required to ensure exceptional guest services and effective guest communications.
• Interact with guests and VIPs to obtain feedback on event quality and service levels.
• Schedule guest services and communications specialists to ensure proper shift coverage and meet business demands for the complex.
• Actively involved with guest services staff recruitment and selection.
• Exceptional knowledge and experience of providing a premium customer service.
• Knowledge and experience of implementing departmental policy and procedures in the workplace, including recruitment, training and safety focused.
• Knowledge of emergency and safety procedures for the BJCC in all matters, including emergency situations (such as weather, active shooter, and other terroristic-type events) and safety hazards (i.e., water on floor, objects blocking doors, or electrical cords exposed or untapped in traffic routes).