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Guest Services Shift Lead Coordinator

1 month ago

Denver, Colorado, United States ASM Global Full time
Job Title: Guest Services Shift Lead

Job Summary:

The Guest Services Shift Lead is responsible for providing exceptional customer service and support to guests and staff. This role requires strong leadership and communication skills, as well as the ability to work effectively in a fast-paced environment.

Key Responsibilities:

  • Assist the Guest Services Manager in fielding questions from Guest Services Greeters
  • Prepare documents and handouts for Guest Services Greeters daily
  • Store and maintain historical data for review on various projects
  • Maintain departmental standards by promoting compliance to departmental policies from the Guest Services staff
  • Provide documentation and recommendation for personnel actions; follow up reporting to Guest Services Manager in instances that may require disciplinary action
  • Provide input regarding Guest Services Greeter performance appraisals
  • Organize shift/personnel duties
  • Organize, compile, create, and submit a daily schedule of events for ASM Global for Guest Services and ensure any schedule or event document revisions are accurate and up to date
  • Assist with scheduling revisions. May include procuring staff by phone or notifying Guest Services Greeters or schedule revisions
  • Distribute event documents/information to Guest Services staff
  • Work scheduled shifts which may include evening and weekends, departmental need or an event-driven basis
  • Assist with special projects assigned by Guest Services Manager or administrative offices management
  • Work closely with all facility departments providing effective, timely communication
  • Field telephone calls and e-mail requests from clients, guests, and EMs in the absence of Guest Services Manager
  • Assist with production of various spreadsheets and schedules especially in the absence of Guest Services Manager
  • Order office supplies and inventory of uniforms through third-party vendors
  • Prepare labor allocations for Finance
  • Provide staff with replacement uniform pieces
  • Attend Event/Precon meetings in manager's absence
  • Administer various clerical/office functions including but not limited to copying, filing, and sending facsimiles
  • Develop forms and maintain Guest Services audit
  • Field after-hours calls and requests from either ASM Global staff or Guest Services personnel
  • Assist with miscellaneous duties, functions, and special projects as well as research & development for Guest Services
  • Assist with payroll and omission reports in the absence of Guest Services Manager

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 requested to enable individuals with disabilities to perform the essential functions.

Education and Experience:

High School diploma, College degree or certificate preferred with administrative emphasis.

Experience as an administrative assistant or in customer service/security, preferred.

Skills and Abilities:

Demonstrate excellent communication (verbal and written) and inter-personal skills among all levels of staff and clientele, required.

Ability to speak, understand, and read standard English, required.

Work effectively with diverse groups of people among all levels within an organization; skill to work effectively as part of a team, required.

Perform leadership role and job tasks effectively despite sudden deadlines and changing priorities, required.

Excellent problem-solving and organizational skills, required.

Provide customer service in a professional considerate manner, required.

Excellent record of dependability and reliability, required.

Customer Services experience, preferred.

Work independently, exercise judgment, and initiative.

Demonstrate leadership and supervisory experience with part-time labor.

Computer Skills:

Basic computer skills including ability to create word documents and excel spreadsheets, required.

Working Conditions:

The physical demands 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 requested to enable individuals with disabilities to perform the essential functions.

Position may require certifications by law and/or job assignment.

Position requires frequent walking, climbing stairs, standing on cement floors; may require stooping, bending, crouching; may require long periods of sitting; may be subject to adverse working conditions; dust, grime, noise, fumes, wet floors etc., including weather; may require use of an electric cart; requires irregular and/or extended hours, including weekends, evening, and holidays, determined by event schedule and/or department need; requires radio usage – 2 way hand held.

Note:

ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply.

VEVRAA Federal Contractor

The essential responsibilities of each position are described under the headings in the job description and may be subject to change at any time due to reasonable accommodation, or other reasons.

The job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.

Applicants who need reasonable accommodation to complete the application process may contact .

Employment is contingent upon new employees providing documents verifying U.S. citizenship or, for aliens, documents verifying legal permission to work in the United States.