CLE Concierge

$15/HR (Part-Time: 15-25hrs per week)

4% Bonus Potential

Paid Benefits (Dental, Vision, Short & Long Term Disability, Life & AD&D, Legal)

Paid Parking

SUMMARY OF POSITION

This role serves as a first impression ambassador for Cleveland/Northeast Ohio region and Destination Cleveland and is focused on providing best in class hospitable service to clients visiting the office, residents, and visitors to the city.

The CLE Concierge Assistant works within the Cleveland Visitors Center, pop-up satellite centers and activation events during scheduled shifts, including evenings, Saturdays, and occasional special events. This role welcomes, engages and helps create memorable experiences for visitors in person, via phone, email and LiveChat.

SUMMARY OF ORGANIZATION

As Cleveland's destination marketing & management organization, Destination Cleveland is focused on improving perceptions of Cleveland & attracting people to Cleveland. Destination Cleveland is a private, nonprofit organization with a mission to drive economic impact and stimulate community vitality for Cleveland through memorable leisure, convention and business travel experiences. Learn more at

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Proactively greet, engage and assist all office guests, visitors and residents and provide the highest level of customer service and satisfaction.
• Be knowledgeable about local and regional events, attractions and services and maintain internal events spreadsheet.
• Have an excellent understanding of public transit system, districts and neighborhoods and available visitor experiences.
• May be responsible for opening and closing of the Visitors Center and ensuring all equipment is functional during scheduled shifts.
• Collaborate on and assist with set-up/installation of displays in the Visitor Center
• Answer and direct calls from main Destination Cleveland phone line and acknowledge and respond to Cleveland Visitors Center phone, email and LiveChat during scheduled shifts.
• Track and maintain Visitors Center daily statistics for weekly and monthly reports.
• Maintain brochure inventory management, and reporting.
• Proactively maintain brochure rack fullness and upkeep.
• Maintain cleanliness and tidiness of Visitors Center, ensuring the space and its customers are following all cleanliness and safety protocols.
• Assist with special projects and performs other duties as needed.
• Act as lead in visitors center in the absence of Visitor Services Manager or full-time staff.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Acute attention to detail when planning and executing above and beyond experiences.

Excellent written and verbal communication and organizational skills.

Extensive knowledge of the local community and ability to make appropriate visitor recommendations.

Ability to work flexible hours when required.

Basic understanding of Windows Office 365 (SharePoint, Word, Excel, Teams etc.)

Ability to learn primary applications used in the Visitors Center ( Simpleview, Satisfi/Chat etc.)

Able to navigate internet in multiple browsers for promptly assisting visitors and optimizing efficient responses to phone, email and live chat visitor inquiries.

Ability to professionally handle stressful situations.

Ability to work in a team-oriented environment.

Ability to multi-task and easily change focus to a different task.

Ability to prioritize tasks and responsibilities.

EXPERIENCE AND EDUCATION

High school diploma or equivalent.

REASONING ABILITY

Excellent critical thinking and problem solving skills in a variety of situations where limited standardization exists

Must be proactive, flexible, and resourceful.

PHYSICAL DEMANDS

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Viewing computer monitors

Sitting

Standing for community functions, presentations, etc.

Ability to lift up to 25 pounds

WORK ENVIRONMENT

Public facing, customer driven interactions.

Visitor Center regular operating hours Tuesday through Saturday 10AM to 6pm. Other hours as business demands

Culture that is authentic and upholds the organization core values of PASSION, COLLABORATIVE, INTEGRITY & RESULTS

Compensation details: 15-15 Hourly Wage

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