Guest Relations Ambassador

ABOUT CITYWALK BHAM:

The recent completion of Birmingham’s I-59/20 Central Business District (CBD) Interstate bridges brings about a renewed focus on the space underneath the bridges known as City Walk BHAM. The goal of City Walk BHAM is to provide a space to assist in reconnecting Birmingham and create a destination and common area open to all citizens.

City Walk BHAM spans 10 city blocks, from 15th St N to 25th St N – almost a mile in length. The entire area encompasses 31 acres, which will provide a space to assist in connecting Birmingham. For more information visit www.bjcc.org

Summary/Objective
The Guest Relations Ambassador at CityWalk BHM, will play a crucial role in maintaining a safe and welcoming outdoor space for visitors. Responsibilities will include roaming and surveying assigned areas to deter and report unwanted or suspicious behavior or activity. The incumbent will provide an exceptional guest experience by responding to and resolving public questions, complaints and requests as necessary in a prompt, efficient and courteous manner. Monitoring CityWalk and its events to ensure it is clean, safe, and visitors are in compliance with venue rules and policies.

Essential Duties/Responsibilities

• Displays a courteous, welcoming and professional demeanor.
• Requires the ability to think quickly and make sound decisions with excellent surveillance and observation skills.
• Traverse CityWalk to circulate through assigned zone to deter unwanted activity through a visible presence.
• While on duty survey the area for unwanted behavior or criminal activity and report as assigned via established communications methods. Must have the ability to accurately communicate descriptions of persons, vehicles, clothing, and other similar identifiers.
• Must have the ability to firmly and courteously request compliance to persons violating low level quality of life crimes, such as aggressive panhandling, non-aggressive panhandling, loitering, disruptive behavior, etc.
• Provides an exceptional guest experience by answering guest questions and providing customer support as required.
• Ensure surveillance cameras are operational and monitored as assigned.
• Opens/unlocks assigned areas including restrooms, inspecting area for cleanliness and equipment is well-maintained.
• Close/secure assigned venue areas, conducting closing inspection to ensure cleanliness and equipment is well maintained.
• At closing ensures all visitors have exited the area and the venue is vacant.
• Responds to complaints from guests and attendees by gathering pertinent information and communicating with management to resolve problems or satisfy customers.
• Inspects venue for graffiti, unattended belongs and debris, promptly reporting for repair or disposal.
• Promptly reports mechanical defects, system failures or damage of playground equipment, restroom facilities and other noticeable concerns for repair to the manager.
• Promptly reports any safety hazards or concerns to the manager.
• Assist in the installation and removal of seasonal decorations and displays.
• Pays close attention during events and surrounding areas to ensure all post-event clean up and breakdown occurs without damage to the property and promptly reports concerns to management.
• Ability to anticipate grounds, housekeeping and event needs in addition to being proactive in correcting problems, communicating issues, devising solutions, etc.
• Maintain positive working relationships with internal, external partners, and guests at CityWalk.
• Collaborates with maintenance staff, grounds keeping staff, ambassadors, event staff, and CityWalk management.
• Assist with event coordination including, setting up and post event clean-up of tables, chairs and etc. for assigned events.
• Maintains a record of visitors and/or event attendees as required by management.
• Completes administrative tasks such as daily reporting, incident reports, and checklists as assigned.
• Communicate effectively and appropriately using a 2-way radio.
• Contact supervisor or manager if issues arise beyond your scope or ability to resolve.
• Performs other duties as required.

Competencies

Accountability, Interpersonal Skills, Customer Service, Communication, Active Listening, Conflict Management, Adaptability, Risk Assessment, Detail Orientated, Problem Solving, Responsiveness, Dependability, Safety Focus, Organizational Skills, Training and Development.

Work Environment
This position may have a moderate to extensive stress level associated with dealing with crowds of public visitors. The environment is at times required outdoors and exposed to the elements (heat, rain, etc.).

Physical Demands
Position requires lifting, climbing, carrying, bending, stooping, squatting, and kneeling for extended periods of time. Extensive walking and or standing. Ability to lift up to 50-pound items 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 extended periods of time. Physical stamina and the ability to work outdoors in various weather conditions.

Position Type/Expected Hours of Work

Full and Part-time positions; hours of work must be flexible and varied to meet the demands of the events of the facility. Must be able to work extended and/or irregular hours including day, nights, weekends, and holidays, as needed.

Required Education and Experience

• Minimum of three (3) years’ experience face-to-face customer service, with one (1) year team lead experience preferred.
• High School Diploma or G.E.D. is required.
• Valid State of Alabama Driver License.
• Ability to ride a bicycle.

Additional Eligibility Qualifications

• Capable of working independently without continuous supervision.
• The ability to think quickly and make sound decisions under pressure is essential.
• Excellent surveillance and observation skills.
• Demonstrate the ability to interact with the public in a professional, positive and confident manner.
• Ability to understand oral and written instructions in English.
• Ability to work in a team environment.
• Working knowledge of the occupational hazards and applicable safety precautions associated with assigned work.
• Effectively manage conflict in a diplomatic and professional manner.

Proficient with basic computer and general office equipment including but not limited to computer, telephone, copier/fax machine, calculator, etc.