Guest Services
2 weeks ago
GUEST SERVICES & EVENTS TEAM MEMBER - Holland Civic Center Place
Sports Facilities Management, LLC
LOCATION: Holland, MI
DEPARTMENT: OPERATIONS
REPORTS TO: DIRECTOR OF OPERATIONS
STATUS: PART-TIME
ABOUT THE COMPANY:
Holland Civic Center Place is a premier banquet, recreation, entertainment and event destination focused on improving the health and economic vitality of Holland, MI. You will be joining a championship level team focused on fun, fulfillment and service built to enrich the community as well as your career and personal growth.
Holland Civic Center Place is a member of The Sports Facilities Companies (SFC) and is the nation's leading resource for managing and developing sports, recreation, wellness, and events facilities. We provide a highly collaborative and supportive culture that raises our team members to new levels of career growth. Together, we will carve a path in a hyper-growing industry where you will enjoy the journey and learn from the industry's best while having some fun.
SFC was awarded national recognition as a Top Workplace and is considered a workplace of choice. Our mission-focused company is highly entrepreneurial, team-oriented with a culture centered on collaboration, accountability, excellence, and service. We are growing rapidly and looking for high performers at every level to grow with us.
POSITION SUMMARY:
The Guest Services & Events Team Member provides the first point of contact for all guests. The Guest Services & Events Team Member is expected to provide excellent customer service to all visitors and always displays a vast amount of knowledge of the facility's programs and offerings.
PRIMARY RESPONSIBILITIES WILL INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:
GUEST SERVICES:
- Greet guests and provide information and wayfinding as needed
- Provide courteous and friendly first-in-class service to all guests
- Register guests and process payments when needed
- Be knowledgeable about facility programs (format, pricing, meeting dates/times)
- Operate multi-line phones
- Record waivers and event information
- Record event scores (tournaments/leagues) and print game sheets during sporting events
- Maintain confidentiality and discretion with guest and Team Member information
- Professionally resolve guest concerns and complaints and/or direct to appropriate Manager
- Maintain a clean space and perform regular walk-throughs (indoor/outdoor) to ensure venue cleanliness
- Know and enforce the venue policies and procedures
- Complete special projects, daily assignments, and other duties as assigned
- Parking Attendants (as needed): Direct facility traffic, collect fees and monitor parking passes, barricade organization, facilitate disabled access, report suspicious behavior
EVENTS:
- Assist with scheduling and coordinating facility events and parties
- Ensure all event details are executed as planned and tracked with detailed invoices created, payment collected, supplies ordered, waivers collected, food orders, party bags, etc.
- Communicate clearly and timely with Management and staff to ensure proper setup, coordination of activities, and cleanup all events
- Maintain inventory system
- Adhere to event manual for processes, procedures, curriculum, and standards
- Ensure guest satisfaction and a high level of service via timely and clear communication regarding logistics and details
- Assist community field marketing efforts toward program growth
- Coordinate with Events Coordinator, Programming Manager and or General Manager to make sure event bookings are entered and invoiced in POS platform, and any changes are updated accordingly
- Refresh and distribute event flyers in facility, and cross market as appropriate
- Support social marketing strategy to ensure optimal event promotion
MINIMUM QUALIFICATIONS:
- Flexible work schedule (e.g., nights, weekends, holidays and long hours) and regular attendance necessary
- Excellent communication skills, both verbal and written
- Ability to maintain focus in a high-volume, fast-paced environment
- Must have excellent guest service skills
- Must be detail-oriented and have outstanding organizational skills
- Ability to multi-task, prioritize, and remain calm and focused in difficult and stressful situations
- Must be respectful and friendly to our athletes, guests, visitors, spectators, leaders and fellow Team Members
- Must work well with others
- Must take personal initiative for the betterment of the team and venue
- Commitment to the safety and well-being of others
- Customer service and cash handling experience preferred or quick study
WORKING CONDITIONS AND PHYSICAL DEMANDS:
- Must be able to lift 40 pounds waist high
- May be required to sit or stand for extended periods of time whether indoors or outdoors, and squat, stoop or bend
- Will be required to operate a computer
- Facility has intermittent noise
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