Job Description
DEFINITION
To administer exceptional front-of-house operations of the Center and build a recognized, world-class guest experience. DISTINGUISHING CHARACTERISTICS
This position is an event and customer service professional committed to the Center's guests, beneficiaries, and rental clients. This position is responsible for the execution of the Wilson Center's guest experience program for all events at the Wilson Center. SUPERVISION RECEIVED AND EXERCISED
Receives direct supervision from the Guest Experience Manager Exercises event-based supervision over all part-time guest experience staff, volunteers and custodial ESSENTIAL AND OTHER IMPORTANT FUNCTIONS
Essential and other important responsibilities and duties may include, but are not limited to, the following: Execute event-specific logistics for all events as they relate to the guest experience, including but not limited to: concessions, merchandise, parking, seating, and ticketing Provide event-based supervision and assignment to the volunteer corps and part-time guest experience staff Address client and guest complaints when appropriate; inform the Guest Experience Manager of all complaints and follow protocol regarding event reporting. Support artist merchandise sales, merchandise settlement, meet-and-greets, and signings. Ensure event compliance with:
NC ABC laws, fire codes, and ADA services Maintain and execute best practices for maintenance and custodial standards, safe egress and crowd management Secure, reconcile and deposit daily concessions, parking and merchandise revenue Support training and supervision of volunteers and part-time staff, encompassing evaluation and motivation, and making recommendations when needed to the Guest Experience Manager concerning discipline. Ensure brand guidelines are being executed on the ground level and relay all feedback to supervisor Serve as coordinator for event logistics to external, resident rental clients Other Important Functions:
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:
Be vigilant and proactive in anticipating and meeting guest needs during an event. 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 with sound judgment. Work weekends and/or evening hours as required. Wear the regulation, provided uniform during service hours. Embody and demonstrate exceptional customer service skills, even in stressful and/or demanding situations. Remain calm, and make and give sound directions during emergencies. Perform excellent supervision and organization abilities. Ability to effectively assist others with special needs. 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. Prepare clear and concise reports. Maintain accurate records. Perform mathematical computations. Operate a personal computer and maintain computerized records. Interpret and apply CFCC goals, objectives, policies, procedures, rules, and regulations Maintain effective audio-visual discrimination and perception needed for: Making observations Reading and writing Communicating with others Examining incoming equipment, materials and supplies Handling varied tasks simultaneously Maintain physical condition appropriate to the performance of assigned duties and responsibilities, which may include the following: Walking, standing or sitting for extended periods of time Operating assigned equipment Handling varied tasks simultaneously Lifting, stooping, climbing, bending, or carrying heavy materials Maintain mental capacity, which allow the capability of: Making sound decisions Ensuring the safety of others Working in a fast-paced environment Answering questions Reviewing alternatives and making choices 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 Experience :
5 years of experience in service industry to include performing arts, banquet, event management, restaurant or retail Preferred Education/Training, Experience, Skills :
Associates Degree Supervisory Experience Special Instructions to Applicants :
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.
