Job Title: Guest Services Shift Lead

Department: Guest Services

Reports To: Guest Services Manager

FLSA Status: Hourly, Non-Exempt

Compensation: $21.00/hour

General Summary:

In addition to supervising the guest services staff, the Shift Lead is the point of contact in the absence of the Guest Services Manager.  In addition, the Shift Lead will be cross-trained as a guest services greeter to serve as an ancillary greeter when the need arises. Greeters welcome and guide CCC guests and maintain an excellent public image for the Center, offer assistance in answering questions, giving directions to various amenities and services.  Greeters also offer solutions to guest complaints and problems and follow up to ensure customer satisfaction.   The Shift Lead is also responsible for administrative support to the guest Services Manager and staff.  

Primary Duties and Responsibilities:

• Assists the Guest Services Manager (GSM) fielding questions from the Guest Services Greeters (GSG)

• Preps documents and handouts for GSGs daily.

• Stores and maintains historical data for review on various projects.

• Maintains departmental standards by promoting compliance to departmental policies from the Guest Services staff. 

• Provides documentation and recommendation for personnel actions; follow up reporting to GSM in instances that may require disciplinary action

• Provides Input regarding GSG performance appraisals

• Organizes shift/personnel duties

• Organizes, compiles, creates and submits a daily schedule of events for CCC for Guest Services and ensures any schedule or event document revisions are accurate and up to date.

• Assist with scheduling revisions. May include procuring staff by phone or notifying GSGs or schedule revisions.

• Distributes event documents / information to guest services staff.

• Works scheduled shifts which may include evening and weekends, departmental need or an event driven basis

• Assists with special projects assigned by GSM or administrative offices management.

• Works closely with all facility departments providing effective, timely communication.

• Fields telephone calls and e-mail requests from clients, guests, and EMs  in the absence of Guest Services Manager

• Assists with production of various spreadsheets and schedules especially in the absence of the Guest Services Manager

• Ordering office supplies and inventory of uniforms through third-party vendors

• Prepares labor allocations for Finance.

• Provides staff with replacement uniform pieces.

• Attends Event/Precon meetings in manager’s absence.

• Administers various clerical/office functions including but not limited to copying, filing and sending facsimiles.

• Develops forms and maintains Guest Services audit.

• Fields after-hours calls and request from either CCC staff or Guest Services personnel.

• Assists with miscellaneous duties, functions, and special projects as well as research & development for Guest Services.

• Assists with payroll and omission reports in the absence of the GSM

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be requested to enable individuals with disabilities to perform the essential functions.

Education and Experience:

• High School diploma, College degree or certificate preferred with administrative emphasis.

• Experience as an administrative assistant or in customer service/security, preferred

Skills and Abilities:

• Demonstrate excellent communication (verbal and written) and inter-personal skills among all levels of staff and clientele, required

• Ability to speak, understand, and read standard English, required;

• Work effectively with diverse groups of people among all levels within an organization; skill to work effectively as part of a team, required

• Perform leadership role and job tasks effectively despite sudden deadlines and changing priorities, required

• Excellent problem solving and organizational skills, required

• Provide customer service in a professional considerate manner, required

• Excellent record of dependability and reliability, required

• Customer Services experience, preferred

• Work independently, exercise judgment, and initiative.

• Demonstrate leadership and supervisory experience with part-time labor.

Computer Skills:

• Basic computer skills including ability to create word documents and excel spreadsheets, required

Working Conditions:

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

Position may require certifications by law and/or job assignment.  Position requires frequent walking, climbing stairs, standing on cement floors; may require stooping, bending, crouching; may require long periods of sitting; may be subject to adverse working conditions; dust, grime, noise, fumes, wet floors etc., including weather; may require use of an electric cart; requires irregular and/or extended hours, including weekends, evening, and holidays, determined by event schedule and/or department need; requires radio usage – 2 way hand held.

Note:

Colorado Convention Center/ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor

The essential responsibilities of each position are described under the headings in the job description and may be subject to change at any time due to reasonable accommodation, or other reasons. The job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Applicants who need reasonable accommodation to complete the application process may contact 303-228-8000.

Employment is contingent upon new employees providing documents verifying U.S. citizenship or, for aliens, documents verifying legal permission to work in the United States.