Guest Services Ambassador - Full-time

ABOUT THE BJCC

For over 50 years, the Birmingham-Jefferson Convention Complex (BJCC) has served as a premier entertainment destination attracting a broad array of events across a diverse collection of venues. Centrally located in the heart of Birmingham, Alabama’s Uptown Entertainment District, the BJCC campus includes Legacy Arena at the BJCC, Protective Stadium, BJCC Concert Hall, over 220,000 square feet of meeting & exhibition space, and City Walk BHAM, a 31-acre public outdoor space with a dog park, pickleball courts, skate park and much more. For more information visit www.bjcc.org.

Summary/Objective
The Guest Service Ambassador is responsible for ensuring that a positive and memorable experience is created for all guests of the BJCC. These responsibilities include responding to and resolving public questions, complaints, and requests as necessary in a prompt, effective and courteous manner. The Guest Services Ambassador must be able to effectively communicate and is expected to provide excellent customer service to all guests while displaying a vast amount of knowledge of the facility's events and offerings.

Essential Duties/Responsibilities

Demonstrates understanding and full performance ability in each of the following:

• Demonstrate a commitment to guests and quality service by communicating customer service standards that are consistent and in line with the BJCC’s mission and values.
• Provide courteous and friendly first-in-class service to all guests.
• Greet guests and provide information and wayfinding as needed.
• Be knowledgeable regarding facility events (location, ticket pricing, dates/times, parking, etc.).
• Ability to professionally interact with guests via the telephone and in person in a pleasant and courteous manner. Answer questions in a clear, well-modulated voice.
• Maintain current knowledge of the BJCC and venue specific procedures and guest-relations information including, but not limited to general facility information, building operating procedures, general event information, shuttle/transportation assistance, lost and found assistance and return, incident report, etc.
• Professionally resolve guest concerns and complaints and/or direct to Guest Experience Manager.
• 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.
• Contribute to the team effort by accomplishing related results, and flexibility to perform other tasks as assigned.
• Analyze and evaluate information and results to choose the best solution for conflict resolution and problem solving.
• Maintain a clean space and ensure facility/venue cleanliness.
• Be able to interact with a wide variety of diverse demographics and effectively listen, speak, and interact with all guests in a tactful and professional manner. Must maintain a level of patience with guests during all interactions, especially complaints, lost items, and general directions.
• Proactively identify ways to improve the guest experience and communicate suggestions to the Guest Experience Manager.
• Capability and willingness to foster an engaging team environment amongst staff.
• Performs other duties as required.

Work Environment
This environment is fast paced and moderately demanding. Work is typically performed both indoors and outdoors, regularly exposed varying weather conditions including wet and/or humid conditions in hot and cold conditions.

Physical Demands

Duties require extended periods of standing, and walking. Limited amount of physical effort such as climbing, bending, stooping, squatting, and kneeling. Ability to lift up to 30lbs with or without assistance, while maintaining good balance. Must be flexible enough to reach above shoulder level and be able to push and pull for brief periods of time. Visual acuity, speech recognition, and speech clarity.

Position Type/Expected Hours of Work
Part-time positions: hours of work must be flexible and varied to meet the demands of the facility’s events. Must be able to work extended and/or irregular hours including days, nights, weekends, and holidays, as needed.

Required Education and Experience

• Minimum of one (1) year related knowledge, experience, and skills in customer service, working with the public, or similar position preferred.
• High School Diploma or G.E.D, preferred.
• Valid State of Alabama Driver License preferred.

Additional Eligibility Qualifications

• Capable of working independently without continuous supervision.
• Action-oriented personality with a 'get it done' attitude and proficiency for efficiency.
• Maintain focus in a high-volume, fast-paced environment.
• Demonstrate the ability to interact with guests in a professional, positive and confident manner.
• Ability to be supervised and work cooperatively with co-workers and provide good internal and external customer service.
• Ability to work in a team environment.
• Must take personal initiative for the betterment of the team and facility.
• Ability to multi-task, prioritize, and remain calm and focused in difficult and stressful situations.
• Ability to operate modern office telephone equipment, and be proficient in general office equipment including but not limited to computer, telephone, copier/fax machine, calculator, etc.
• Excellent oral communication, written communication, fluency in English, active listening.
• Demonstrate critical thinking, time management, and deductive reasoning skills.
• Coordinate, analyze, observe, make decisions, and meet deadlines in a detail-oriented manner.
• Proficient in Microsoft Office software, to include Outlook, PowerPoint, Word, Excel, and Teams.