Guest Experience Coordinator

POSITION: Guest Experience Coordinator

DEPARTMENT: Events Department

REPORTS TO: Guest Service Manager/Director of Events

FLSA STATUS: Hourly, Non- Exempt

Summary

As the world’s leading venue management company and producer of live event experiences, ASM Global is the preeminent management and content partner with over 350 venues worldwide. Operating and investing in the world’s most important stadiums, arenas, convention centers, and theaters requires unmatched dedication and the most profound expertise. Our focus is YOU! Through investments in growth, resources, and technology we strive to enhance the experience of our internal Team Members and to continue creating amazing live experiences for the guests that we serve.

Across our portfolio of live event venues and corporate offices, we are looking for a Guest Experience Coordinator at the Broward County Convention Center. The Guest Experience Coordinator will assist in ensuring a safe, comfortable, and excellent guest experience through planning, monitoring, and managing many aspects of the Guest Experience department before, during, and after events. The coordinator will handle all administration tasks of the departments including scheduling, time clock reporting, maintaining equipment and more.

Essential Duties and Responsibilities

Implement the Broward County Convention Center Experience Program to ensure a high level of guest satisfaction.

Greet and serve as the first point of contact for all venue guests, ensuring exceptional service.

Answer and direct phone calls as needed.

Address guest concerns, challenges, and complaints before, during, and after events to maintain positive public relations.

Manage and direct large crowds, anticipating potential issues and providing appropriate solutions.

Respond to guest inquiries and resolve complaints with the goal of maintaining satisfaction and preventing future concerns.

Communicate and correspond with past, current, and future venue guests via telephone and e-mail.

Assist guests with special needs, ensuring ADA compliance, and manage Sunflower room services when necessary.

Other duties as assigned.

Education and/or Experience

High School Diploma or GED.

College degree, preferred.

Or equivalent combination of education and experience.

A minimum of 1-3 year of related work experience.

Prior experience working in a fast-paced environment, demonstrating an ability to work under pressure, multi-task, recognize problems and find solutions.

Similar experience in convention centers, hotels, and F&B facility a plus.

Skills and Abilities

Excellent communication skills, oral and written,

Demonstrated skills working well with fellow staff members.

Excellent organization, customer service and interpersonal skills.

Proven ability to exercise good judgement and initiative.

Openness to learning, growing, and following direction.

Ability to read, listen, and communicate effectively in English, both verbally and in writing

Proficiency in Spanish or Creole languages is highly valued.

Computer Skills

Operate and be proficient utilizing standard office equipment and personal computer(s) using Outlook, MS Windows, Excel, Word, PowerPoint, and TEAMS.

Physical Demands

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 made to enable individuals with disabilities to perform the essential functions.

Ability to work long irregular hours for an extended period of time as dictated by events and schedule, including nights, weekends and holidays.

Ability to stand or remain in a stationary position and walk or move about an area for long periods of time. Ability to lift or move/position items weighting up to 30 lbs.

NOTE: The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.

ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages Women,

Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal

Contractor.

Applicants that need reasonable accommodations to complete the application process may contact HR at (954) 302-8890.