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Guest Services Suites Coordinator

2 months ago

Greensboro North Carolina, United States Oak View Group Full time
About Oak View Group

Oak View Group is a global leader in venue development, management, and premium hospitality services for the live event industry. Our company offers an unmatched, 360-degree solution set for a collection of world-class owned venues and a client roster that includes the most influential, highest attended arenas, convention centers, music festivals, performing arts centers, and cultural institutions on the planet.

Job Summary

The Guest Services Suites Coordinator works under the general supervision of the department director and manager. This position will assist with overseeing the Guest Experience and Suites teams, assist with scheduling, and training events team members.

Key Responsibilities
  • Actively monitor team member interactions with guests during events.
  • Assist with coordinating department orientation and training events.
  • Monitor and document team member attendance and administer appropriate disciplinary documentation.
  • Conduct supply inventory at Guest Service locations and replenish as needed.
  • Assist with department's pre-event briefing.
  • Create and distribute event summary information sheets with all relevant guest experience and event details.
  • Assist Management with providing leadership and guidance to Guest & Premium Experience team members.
  • Assist Guest Experience team in resolving ticketing issues.
  • Assist in serving as an escalation point of contact for guest concerns.
  • Ensure lost & found items turned in to Guest Services are logged and accurately submitted according to department procedure.
  • Coordinate with Security leadership team exchange of unclaimed lost & found items post-event.
  • Assist Guest Experience team with tracking of pre & post event ADA escorts.
  • Proactively provide excellent customer service to external and internal guests.
  • Ensure all guest-facing areas are show-ready prior to doors opening to the public.
  • Monitor team member rest/meal periods and that they are taken at designated times.
  • Respond to guest questions and issues in a timely manner.
  • Compile and submit incident reports to appropriate work groups.
  • Assist Management with pre-event planning.
  • Assist Management with long-term department success strategy.
  • Assist Management with a team member engagement program.
  • Always represent the company in a positive professional manner.
Requirements
  • High School Diploma or GED.
  • College degree strongly preferred.
  • A minimum of three years of customer service work experience.
  • Previous experience in a stadium, arena, convention center, or hospitality industry experience highly desirable.
  • Strong interpersonal and communication skills.
  • Ability to multi-task, work in a fast-paced environment, and perform under pressure.
  • Ability to work independently and as part of a team.
  • Able and willing to adapt to change in daily duties corresponding to each event's needs.
  • Able to stand or remain in a stationary position for prolonged periods of time.
  • Excellent organizational skills and attention to detail.
  • Possess a positive attitude and strong ability to work well with co-workers and supervisors in a collaborative team environment.
  • Proficient computer skills, including Microsoft Office applications.
  • Possess a high degree of discretion, integrity, professionalism, and accountability.
  • Professional image and demeanor.
  • Available to work nights, weekends, holidays, unusual working hours as required.