ASM Global, the leader in events and facilities management, seeks a Guest Services Representative to join the team at the Huntington Convention Center of Cleveland. The Guest Services Representative is the first point of contact and resource for visitors to the Huntington Convention Center of Cleveland (HCCC), and this role is pivotal in creating a positive first impression to all guests who enter the Center. The Guest Services Representative delivers outstanding

customer service while providing guests and tenants with information and

professional direction for activities occurring inside and outside the Center. Guest Service Representatives must be able to work flexible hours including evenings and weekends in addition to normal business hours.

Essential Duties and Responsibilities

• Greeting and Assisting Visitors

  • Greets and directs on-site visitors with way finding inside and external to the HCCC.

  • Answers questions about HCCC events

  • Obtains wheelchairs for guests who require or request them

• Staffing the Welcome Desk

  • Answers incoming telephone calls, determines purpose of caller and forwards calls to appropriate person

  • Retrieves messages from Main Line voice mail and forwards to appropriate person

  • Prints and distributes daily event schedule

• Maintains safe, attractive environment

• Corrects or reports any safety, maintenance and cleaning needs immediately upon identification

• Contacts security to prevent and/or de-escalate potentially difficult situations

• Maintains highest level of customer service

• Resolves simple visitor issues or complaints

• Consults with Lead Associate or Operations Manager immediately for complex issues and/or those that cannot be resolved immediately Tracks number of daily visitors and logs all issues/complaints

• Supplies guests, and employees, directions and information regarding activities occurring within the HCCC as well as local points of interest in a courteous and helpful manner.

• Resolves basic visitor issues and complaints and directs non-basic complaints and issues to appropriate department head as directed.

• Welcomes, acknowledges and thanks all guests for visiting the HCCC.

• Anticipates and addresses guests’ service needs, providing concierge services to all visitors of the HCCC.

• Assists individuals with disabilities including but not limited to providing and signing out of available wheelchairs

• Assist in the safety and security of the patrons who visit the HCCC.

• Communicates event information to guests as requested.

• Conducts routine property walks and inspections as assigned

• Locks and unlocks HCCC doors as necessary (consider omitting or updating to communicates to appropriate department the need for HCCC doors to be locked or unlocked as necessary.)

• Responds to emergency situations and assists in directing employees and visitors to the appropriate exits and/or refuge points.

• Completes detailed reports on activity during shift and maintains daily log of activities.

• Answers and retrieves messages from phones located at guest service kiosks and provides information and/or routes calls to appropriate departments.

• Follows all company policies and procedures and reports accidents, injuries, and any unsafe work conditions to the appropriate department head.

• Creates and maintains electronic logs and spreadsheets as assigned.

• Prints and distributes daily event schedules as necessary.

• Assists in the coordination and communication of valet services and other guest services as assigned.

• Performs other duties and assignments as required.

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

Education and/or Experience          

• High School Diploma or equivalent preferred.

• 6 months to 1-year experience in customer service position, preferably in similar environment.

Skills and Abilities         

• Excellent customer service skills.

• Superb communication skills.

• Excellent skill in interacting with variety of visitors and utilizing well-developed critical thinking skills to prevent potential and/or solve occurring problems to produce a positive outcome.

• Ability to learn and retain knowledge of Center’s space and articulate to all levels of visitor understanding.

• Ability to retrieve daily computerized list of events.

• Professional presentation, appearance and work ethic.

• Ability to work as a team member.

• Ability to work independently without direct supervision.

• Ability and willingness to work irregular hours dependent upon facility and event needs, including but not limited to evenings, nights, weekends, and holidays.

Computer Skills  

• To perform this job successfully, an individual should be proficient in Microsoft Outlook and Word with familiarity of Microsoft Excel.

Physical Demands and 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 made to enable individuals with disabilities to perform the essential functions.

This position requires the majority of duties be completed in an indoor, public forum ranging from both quiet and noisy atmospheres, and the position may be exposed to temperature changes due to outdoor weather conditions permeating to the Center’s entrances near the Guest Service Kiosks.

• Walk and/or stand frequently

• Climb Stairs occasionally

• Kneel occasionally

• Minimal overhead lifting, carrying or pushing/pulling not to exceed 50 lbs.

• Lift a maximum of 20 pounds occasionally

• Reach above and below waist level occasionally

• Vision, hearing and speech frequently for public communications, public speaking, judging distances, reading signs, listening to others in a public forum/ noisy atmosphere.

• Hours dictated by events needs, varying by each event.

• Work hours are based on events and housekeeping requirements; hours vary by event and may include irregular, extended hours including weekends and evenings.

NOTE: The essential responsibilities of this position are described under the headings above.  They may be subject to change at any time due to reasonable accommodation or other reasons.  Also, this document 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 accommodations to complete the application process may contact:

Human Resources

ASM Global | Huntington Convention Center of Cleveland

1 St. Claire Avenue NE

Cleveland, OH 44114

216.920.1439

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