VIP Concierge

Summary The VIP Concierge is responsible for ensuring a positive experience for VIP patrons by providing exceptional customer service at all times. Demonstrate professional and polished attitude, appearance, and work ethic while servicing performances, supporting co-workers, assisting patron ticket requests, performance and event inquiries, general information solicitation and processing donations and generating acknowledgement letters. Essential Duties & Responsibilities (other duties may be assigned) Provide excellent service to patrons of Artis—Naples. Work with Patron Service management in responding to patron feedback and help achieve patron satisfaction. Work with Development team and Patron Services Director in processing donations, process Friends of Artis—Naples trip reservations and generating acknowledgement letters Perform daily box office functions including assisting patrons, data entry and database management. Act as an Ambassador for Artis-Naples, always demonstrating positive and professional image. Display helpful and friendly image by smiling and maintaining good eye contact with patrons. Assist patrons, both internal and external, with the highest level of respect and courtesy at all times with ticket purchases, donation receipts, inquiries, etc. Responsible and accountable for each patron interaction, including resolving questions or problems to the satisfaction of the patron. Actively include supervisor in any situation which may require assistance. Keep up to date and informed on organization events and activities, including concert or performance dates, times, prices, on-sale dates, etc. Demonstrate knowledge of organization's history, philosophy, and procedures. Utilize professional phone and direct contact etiquette by answering phone calls within three rings. Follow designated phone answering and inquiry scripts when dealing with patrons. Handle cash, credit card, and check sales for the sale of tickets and contributions. Reconcile ticketing and fund (donation) transactions with drawer receipts. Follow patron service dress code requirements. Observe safety requirements. Report safety issues and items requiring work orders to Supervisor or Safety & Security. Work effectively with all Artis—Naples team members.

QUALIFICATIONS

Education, Experience, Competencies and Core Values Competencies To perform the job successfully, an individual should possess and demonstrate the following competencies:

Analytical:

Analyzes and interprets data and prepares accurate and insightful reports, statements and projections.

Problem Solving:

Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in-group problem solving situations; uses reason even when dealing with sensitive topics.

Technical Skills:

Has intermediate skill level in Microsoft Office Suite and experience using office systems.

Oral Communication:

Speaks clearly, confidently and persuasively in positive or negative situations; listens and gets clarification; participates constructively and thoughtfully in meetings. Maintains poise under pressure.

Written Communication:

Writes clearly and persuasively; presents information effectively.

Teamwork:

Contributes to building a positive team spirit; puts success of team above own interests; builds morale and group commitments to goals and objectives; supports other's efforts to succeed; fosters a cooperative work environment.

Quality Management:

Improves and promotes quality; demonstrates accuracy and thoroughness. Demonstrates attention to detail, ability to multi-task, and commitment to achieve deadlines.

Cost Consciousness:

Works within approved budgets; develops and implements cost saving measures; contributes to positive revenue generation; conserves organizational resources.

Diversity:

Shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment-free environment; builds a diverse workforce.

Ethics:

Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values.

Organizational Core Values Collaborative:

Work internally and externally to accomplish something together that we may not be able to accomplish separately to realize shared goals.

Transparency:

Behave and communicate in a manner that exudes openness and honesty.

Excellence:

A standard of performance that surpasses ordinary standards.

Accountability:

The acceptance and assumption of responsibility for actions, decisions and results.

Patron-first:

Place the patron at the center of our efforts.

Integrity:

A commitment to the highest standards, values and principles through every action and decision. Education/Experience Bachelor's degree preferred. Three (3) years' experience working in a customer service environment. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 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. While performing the duties of this position, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee is frequently required to reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and color vision. Work Environment The work environment is consistent with general office conditions, with moderate noise, and exposure to outside environment (box office window). The above noted position description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the employee a general sense of the responsibilities and expectations of the position. As the nature of business demands change so, too, may the essential functions of this position.