PT Guest Experience Personnel - Wilson Center

DEFINITION

The Guest Experience Personnel position is an event based, part-time position that will work a variety of events in the Wilson Center at Cape Fear Community College. The Guest Experience Staff for the Wilson Center consist of a range of different shift responsibilities including Point of Entry Assistant, Point of Entry Lead, House Manager, VIP Lead, Reception Lead, Artist Services, Bar Lead, Concessions Lead, Gallery Attendant, Production Runner, and more.

DISTINGUISHING CHARACTERISTICS:

This position is an event and customer service professional committed to providing exceptional services to the Center’s guests, beneficiaries, and rental clients. This position must independently oversee day-of-event logistics to include: volunteers, safety protocol, ADA accessibility, concessions and community outreach activities. This position may also support administrative tasks to include; scheduling and event coordination, internal document processing, data entry and general administrative support. Due to the operating hours and variety of tasks involved in this position, it is critical that this position works with a great deal of independence and sound judgment.

SUPERVISION RECEIVED AND EXERCISED
• Receives general direction and immediate supervision from the Guest Experience Coordinator.
• Exercises general direction and supervision over volunteer corps, Work Student employees and interns.
• Works closely with all internal Wilson Center departments to administer exceptional events and support event preparation coordination

ESSENTIAL AND OTHER IMPORTANT FUNCTIONS

Essential and other important responsibilities and duties may include, but are not limited to, the following:
• Due to the operating hours and variety of tasks involved in this position, it is critical that this position work with a great deal of independence with sound judgment.
• Address client and guest complaints when appropriate; inform the Guest Experience Coordinator of all complaints and follow protocol regarding event reporting.
• Be knowledgeable and ready to enforce and activate front-of-house emergency procedures, guidelines, and operational flow for security, ticketing scanning, and guest services for all events.
• Be vigilant and proactive in anticipating and meeting guest needs during an event.
• Educate, enforce, and lead by example for the Volunteer Corps concerning guest services and safety.
• Enforce House rules in accordance with CFCC policies.
• Ensure ADA compliance for guest services: supporting guests and volunteers on proper procedures, assisted listening, monitoring needs for wheelchair seating, booster seats, etc.
• Manage event-specific Concession’s operations, to include cash reconciliation, product inventory, and direct oversight of volunteer concessionaires, in strict adherence to NC ABC laws.
• Oversee artist merchandise sales, meet-and-greets, and signings.
• Support efforts to recruit the volunteer pool and ensure effective communication with all volunteers regarding event staffing, scheduling, policies, training, and procedures.
• Support event related information/data collection relating to merchandise sales, wait times, traffic patterns, and guest attendance.
• Assist Guest Experience Coordinator in training and supervision of volunteers, encompassing evaluation, motivation, recruitment, monitoring and disciplinary measures.
• Coordinate with touring or rental clients regarding show-specific requests; photography policies, late seating policies, meet and greet policies, and security policies
• Delegate, assign, and lead all volunteers, as needed
• Utilize and navigate internal management software; Ungerboeck, Sign-up Genius, Spektrix, Sling Scheduling, and Google Suite
• Support event coordination administrative tasks to include; data collection, document preparation and processing and general administrative support as needed to support programming and outreach
• Maintain a clean driving record in order to operate all vehicles, including 15 passenger vans.

Other Important Functions:
• Complete professional development trainings within 1 year of employment, including, but not limited to:
• CPR & First Aid, Mental Health First Aid, Evolv Express Operator Training, ALICE Training, etc
• Perform other related duties and responsibilities as assigned

QUALIFICATIONS:

Knowledge of:
• Industry specific requirements, technology and equipment utilized
• Current trends, research, and development in the area of assignment

Ability To:
• Interpret and apply CFCC goals, objectives, policies, procedures, rules, and regulations
• Lift up to 50 or more pounds
• Embody and demonstrate exceptional customer service skills, even in stressful and/or demanding situations
• Establish and maintain effective working relationships with those contacted in the course of work including artists, agents, rental clients, donors, high profile clients and guests, students, college faculty and staff, and the general public
• Understand and follow oral and written instructions
• Communicate clearly both orally and in writing
• Create and maintain accurate records and reports
• Perform mathematical computations
• Work weekends and/or evening hours as required
Maintain effective audio-visual discrimination and perception needed for:
• making observations
• communicating with others
• reading and writing
• examining incoming equipment, materials and supplies
• handling varied tasks simultaneously
Maintain physical condition appropriate to the performance of assigned duties and responsibilities, which include the following:
• Walking, standing or sitting for extended periods of time
• Operating assigned equipment
• Lifting, stooping, climbing, bending and carrying materials, or lifting up to 50 pounds

Maintain mental capacity, which allows the capability of:
• Making sound decisions
• Working in a fast-paced environment
• Responding to questions
• Demonstrating intellectual capabilities

EXPERIENCE AND TRAINING GUIDELINES

Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Minimum Education/Training:
• High School Diploma or Equivalent

Minimum Experience:
• 5 years of experience in customer service

Preferred Education/Training, Experience, Skills:
• Supervision and event planning experience preferred
• Restaurant, catering or live event experience preferred
• Volunteer and/or staff management experience preferred

Special Instructions to Applicants:
• Work weekends and/or evening hours as required
• Max of 125 hours per month
• This position REQUIRES UNOFFICIAL TRANSCRIPTS AND/OR TRAINING CERTIFICATIONS be submitted in addition to the application. Please have these documents ready to upload when applying.
• Candidates are required to submit OFFICIAL TRANSCRIPTS for all degrees obtained prior to their first day of work or hire date. If highest level of education is High School diploma or equivalent, proof of completion is required.
• Candidates who have obtained their education outside of the US and its territories must have their academic degree(s) validated, at their own expense, by an outside credential evaluation service as equivalent to the Baccalaureate or Master's degree conferred by a regionally accredited college or university in the United States.
• To claim veterans’ preference, all eligible persons shall submit a DD Form 214, Certificate of Release or Discharge from Active Duty, to Human Resources during the application process. Human Resources will verify eligibility.

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