Guest Experience Coordinator

Job Description

Job Description

ABOUT THE BJCC

For over 50 years, the Birmingham-Jefferson Convention Complex (BJCC) has served as a premier entertainment destination attracting a broad array of events across a diverse collection of venues. Centrally located in the heart of Birmingham, Alabama’s Uptown Entertainment District, the BJCC campus includes Legacy Arena at the BJCC, Protective Stadium, BJCC Concert Hall, over 220,000 square feet of meeting & exhibition space, and City Walk BHAM, a 31-acre public outdoor space with a dog park, pickleball courts, skate park and much more. For more information visit

Summary/Objective
The Guest Experience Coordinator will assist the assist the Guest Experience Manager in coordinating the Guest Services program and facilitating all aspects of premium and guest services for the Birmingham-Jefferson Convention Complex. This position is responsible for providing, maintaining, and promoting hospitality and customer service at the highest level at all times; and welcoming and serving guests in a courteous, efficient and friendly manner.

Essential Duties/Responsibilities

Demonstrates understanding and full performance ability in each of the following:

• Demonstrate a commitment to all guests and quality service by communicating customer service standards that are consistent and in line with the BJCC’s mission and values.
• Provide upscale guest service experiences for clients and guests throughout their visit at the BJCC for all events.
• Create an atmosphere that welcomes guests, and pro-actively anticipates their needs so solutions can be offered before being requested and personalizing the delivery of the service to meet their specific needs.
• Plan, coordinate and implement processes and activities associated with premium and guest services under the direction and supervision of the Guest Experience Manager.
• Analyze and evaluate information and results to choose the best solution for conflict resolution and problem solving.
• Assists the Guest Experience Manager in overseeing the Guest Services part-time staff with willingness to foster an engaging team environment.
• Work with other departments to ensure the venues service standards of safety, guest experience and efficiency is communicated pre-event, demonstrated throughout the event and post-event.
• Collaborate with Guest Experience Manager to assist in developing venue opportunities to increase guest satisfaction and provide an exceptional guest experience.
• Provide on-going communication and problem resolution for premium seating and guest services’ areas during all phases of an event. Investigates and resolves customer problems with deliveries.
• Analyze customer feedback to suggest improvement strategies.
• Serve as a liaison between internal and external partners such as security, event management, maintenance, housekeeping, etc. in order to deliver premium level guest satisfaction for events.
• Demonstrate an understanding of the full range of principles, terms, techniques, and procedures for delivering an exceptional guest experience, to include communication and responsiveness to guests.
• Must be able to maintain current knowledge of emergency procedures and safety procedures for the BJCC in all matters, such as: responds appropriately to emergency situations, responds to safety hazards according to BJCC procedures (examples include, but are not limited to water on floor, objects blocking doors, electrical cords exposed or untapped in traffic routes, etc.). Effectively assist guest to locations of safety in the event of an evacuation, based on company policy and management instruction.
• Performs other duties as required.

Competencies Accountability, Interpersonal Skills, Customer Service, Communication, Active Listening, Conflict Management, Job Knowledge, Dependability, Adaptability/Flexibility, Problem Solving, Detail Oriented, Initiative, Responsiveness, Safety Focus, Technical Skills, Results Driven, 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 mainly indoors, however position may be required to work outdoors and exposed to the elements (heat, rain, etc.).

Physical Demands

Duties require extended periods of sitting and/or standing. Moderate amount of physical effort such as walking, standing, climbing, bending, stooping, squatting, and kneeling. Requires walking between venues for extended periods of time during events. Ability to lift up to 30lbs 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 brief periods of time. Visual acuity, speech recognition, and speech clarity.

Position Type/Expected Hours of Work This is a full-time position; hours of work must be flexible and varied to meet the demands of the facility’s events. Must be able to work extended and/or irregular hours including day, nights, weekends, and holidays, as needed to meet the event demands.

Required Education and Experience

• Minimum of three (3) years related knowledge, experience, and skills in hospitality and customer service experience or a similar position.
• Experience with guest services and/or hospitality experience required.
• Bachelor’s degree from an accredited college or university with an emphasis business administration, hospitality, or equivalent combination of education and experience is preferred.
• Valid State of Alabama Driver License.

Additional Eligibility Qualifications

• Ability of working in stressful situation and remain flexible to adjust as situations change.
• Must be able to anticipate problems, resolve conflicts and implement immediate corrective action with excellent problem-solving skills.
• Possess a natural interest in helping others.
• Capable of multi-tasking, excellent time-management, prioritizing skills with attention to detail and self-starter mentality.
• Requires professional demeanor with ability to use independent judgment to handle any guest services matters and needs.
• Ability to work cooperatively with co-workers and provide good internal and external customer service.
• Excellent interpersonal skills with ability to connect with, and relate to, all levels of management and clientele.
• Receives and applies feedback and direction from management.
• Ability to write, comprehend, disseminate reports and business correspondence.
• Excellent written and verbal communication skills.
• Must be able to speak, read and understand English.
• Must maintain a professional and inviting appearance, as defined by policy, at all times.
• Ability to use computer, scanner software, inventory management software, computer, label maker, mail machine, intermediate Microsoft Office.