Guest Services Coordinator - AACC - EV bei Broward Center for the Performing Arts

POSITION SUMMARY

The Guest Services Coordinator – Event - AACC assists the Operations and Event Services Manager – AACC, in providing quality customer service and creating a positive experience for all guests attending events at the Aventura Arts & Cultural Center as assigned, to promote and support the image of the Performing Arts Center Authority (PACA) and managed venues as premier performing arts organizations. 

ESSENTIAL FUNCTIONS

• Train and supervise Volunteer Ushers to create a positive experience for all patrons.
• Coordinate day of event Guest Services activity in PACA venue as assigned regarding guest and performance issues, customer service, emergencies, and safety to ensure customers have an optimal experience and receive first class customer service from the moment they arrive.
• Resolve customer complaints to the best possible satisfaction of customers.
• Distribute information and coordinate Volunteer ushers, Parking and Valet, Janitorial, Security and Concessions activity.
• Communication by radio with Security, Janitorial, Concessions, Production staff, Box office, and assisting and providing ushers with assistance.
• Implement Cue Time with Volunteer Ushers as needed.
• Open lobby doors and house doors at the correct designated time.
• Accommodate guests with special needs.
• Monitor guest activity, arrival, seating, and exiting, to ensure implementation of proper procedures and customer service.
• Distribute and/or collect all Assistive Listening Devices (ALD) and/or wheelchairs.
• Manage lost and found articles following provided procedures of tagging, data input, and maintaining proper coordination of items.
• Complete Volunteer Usher check-in and out for each event as assigned.
• Secure building upon completion of responsibilities.
• Prepare and distribute appropriately all identified Front of House reports, including incident reports.
• Identify and take corrective action for areas in need of repair or enhancement to prepare and maintain Front of House guest areas.
• Promote accurate and timely communication between departments and Front of House to support the needs of patrons and other departments. 
• Assist the Volunteer Coordinator with scheduling and communication with the Volunteer Usher corps.
• Complete additional responsibilities as assigned.

CORE COMPETENCIES

• Customer Focus- Understand the needs of the customer (internal & external) and act accordingly to create an exceptional experience.
• Teamwork- Work as a collaborative member of a group contributing to the overall mission, strategies and goals.
• Accountability- Take ownership for deliverables and actions and contribute value to the organization.  Accept responsibility for actions and outcomes.

KNOWLEDGE AND ABILITIES

• Ability to maintain a physical presence at designated work locations, maintaining regular attendance, punctuality and work a flexible schedule including nights, weekends, holidays, and events, as needed. 
• Able to communicate effectively in English, both in writing and verbally. 
• Able to use a mobile device to assist with information and directions.
• Able to operate a hand-held radio.
• Able to lift and distribute program boxes weighing up to 25 pounds.
• Able to learn, assist, and train in evacuation procedures and emergency conditions.
• Able to remain calm in stressful situations.
• Skilled in implementing quality customer service.
• Knowledge of executing scheduled events.
• Able to work effectively and positively with others.
• Experience in Windows based programs, including Word, Outlook, Excel, and PowerPoint a plus.

SUPERVISORY RESPONSIBILITIES

• Volunteer Usher supervision, during events in conjunction with or in the absence of the Operations and Event Services Manager.

DESIRED EDUCATION AND EXPERIENCE

• High School, High School Equivalent, or Higher: General/Business/or any equivalent combination of training and experience.