Essential Duties/Responsibilities Demonstrates understanding and full performance ability in each of the following:

• Demonstrate a commitment to all guests and quality service by communicating customer service standards that are consistent and in line with the BJCCs mission and values.
• Provide upscale guest service experiences for clients and guests throughout their visit at the BJCC for all events.
• Create an atmosphere that welcomes guests, and pro-actively anticipates their needs so solutions can be offered before being requested and personalizing the delivery of the service to meet their specific needs.
• Plan, coordinate and implement processes and activities associated with premium and guest services under the direction and supervision of the Guest Experience Manager.
• Analyze and evaluate information and results to choose the best solution for conflict resolution and problem solving.
• Assists the Guest Experience Manager in overseeing the Guest Services part-time staff with willingness to foster an engaging team environment.
• Work with other departments to ensure the venues service standards of safety, guest experience and efficiency is communicated pre-event, demonstrated throughout the event and post-event.
• Collaborate with Guest Experience Manager to assist in developing venue opportunities to increase guest satisfaction and provide an exceptional guest experience.
• Provide on-going communication and problem resolution for premium seating and guest services areas during all phases of an event. Investigates and resolves customer problems with deliveries.
• Analyze customer feedback to suggest improvement strategies.
• Serve as a liaison between internal and external partners such as security, event management, maintenance, housekeeping, etc. in order to deliver premium level guest satisfaction for events.
• Demonstrate an understanding of the full range of principles, terms, techniques, and procedures for delivering an exceptional guest experience, to include communication and responsiveness to guests.
• Must be able to maintain current knowledge of emergency procedures and safety procedures for the BJCC in all matters, such as: responds appropriately to emergency situations, responds to safety hazards according to BJCC procedures (examples include, but are not limited to water on floor, objects blocking doors, electrical cords exposed or untapped in traffic routes, etc.). Effectively assist guest to locations of safety in the event of an evacuation, based on company policy and management instruction.
• Performs other duties as required.