Event Experience Manager

2 months ago


Tysons Corner, Virginia, United States Encore Full time

Job Summary

The Customer Experience Coordinator will serve as a liaison between Encore, venue, and customer, providing information and support in a professional and friendly manner while building relationships to ensure a high-quality experience.

Key Responsibilities

  • Customer Contact
    • Acknowledge and interact with customers while maintaining a pleasant and professional image.
    • Build relationships with customers to establish trust and open communication.
    • Pro-actively identify potential issues and provide solutions to client's concerns.
    • Respond quickly to questions and requests and handle service problems politely and efficiently.
    • Attend Venue meetings as required.
  • Billing
    • Communicate billing information to customers, resolve billing concerns and obtain signatures.
    • Convey and enter billing changes and communicate billing challenges to appropriate Encore team members.
    • Prepare billing reports daily and submit them to the venue for reconciliation.
  • Data Entry
    • Enter customer contact information and details into CRM system.
    • Enter and reconcile Exhibit customer payments into the billing system.
  • Customer Engagement
    • Accompany selling manager on PreCon and Site Visit meetings as needed.
    • Coordinate customer follow-up and support thank you messages.
    • Coordinate with hotel sales team for site visit attendance and support.
    • Drive customer service excellence by engaging in multiple points of contact throughout the day.
    • Act as a service liaison between customer, Encore team and venue partners.
  • Operational Support
    • Demonstrate knowledge of hotel and facility services.
    • Coordinate and communicate any customer concerns with appropriate venue partner team for resolution.

Qualifications

  • Education
    • High School Diploma is required. Associate degree is preferred.
  • Experience
    • 1+ years of administrative, sales or hospitality experience preferred.
  • Licenses & Certifications
    • Proficiency in Microsoft 365 and web-based applications.
    • Strong written and oral communication skills.
    • Strong organizational and interpersonal skills.
    • Encore's Service Level 100, 200 & 300 Certifications to be obtained within 90 days.
    • Ability to multi-task and work well under pressure.

Work Environment

Hotel

Work is performed in a hotel/convention center environment with moderate exposure to outdoor temperatures and to dirt, sand and/or dust. The working conditions will vary between moderately quiet to noisy volumes. Team members may be asked to work in multiple hotel locations. Working times will include irregular hours and on-call status including days, evenings, weekends, and holidays. Team members must adhere to appearance guidelines as defined by Encore based on an individual hotel or a representation of hotels in that city or area.



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