Guest Services Shift Lead

5 days ago

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

Job Summary:

We are seeking a highly organized and detail-oriented Guest Services Shift Lead to join our team at the Colorado Convention Center. As a key member of our Guest Services team, you will be responsible for providing exceptional customer service, ensuring a smooth and efficient experience for our guests, and supporting the Guest Services Manager in their daily tasks.

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 the Colorado Convention Center 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 email 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 the 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 Colorado Convention Center 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 the Guest Services Manager

Requirements:

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.

Equal Opportunity Employer:

Colorado Convention Center/ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor

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