PT Event Staff - Wilson Center

DEFINITION:

To assist with all guest services offered at the Wilson Center including, but not limited to, concessions, event setup and breakdown, security screening and front-of-house logistics while administering exceptional customer service of the Center; and to build a recognized, world-class, guest services experience.

DISTINGUISHING CHARACTERISTICS:

This position is an event and customer service professional committed to the Center's artists, guests, beneficiaries, and rental clients. This position works within the Operations department with overall supervision and guidance of the Guest Experience Coordinator with assistance and support of the Guest Experience Specialist. The ideal candidate for this position will need to be flexible in supporting guest and performance services at a variety of levels while having a high level of focus on efficiency, process refinement & guest care.

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 and sound judgment.

SUPERVISION RECEIVED AND EXERCISED:

• Receives direct supervision from the Guest Experience Coordinator and general event-based supervision from the Guest Experience Specialist.
• Exercises general direction and supervision over Volunteer Corps with support and direction from the Guest Experience Specialist.

ESSENTIAL AND OTHER IMPORTANT FUNCTIONS:

Essential and other important responsibilities and duties may include, but are not limited to, the following:

• Assist Guest Experience Specialist in setup, breakdown and enactment of security screening equipment.
• Address client and guest complaints when appropriate; inform the Guest Experience Specialist of all complaints.
• Assist with concessions operations, to include stocking and preparing points of sale.
• Be knowledgeable and ready to enforce and activate front-of-house emergency procedures, guidelines, and operational flow for security, ticketing scanning, and guest services for all events.
• Be vigilant and proactive in anticipating and meeting client and guest needs during an event.
• Lead by example for Volunteer Corps concerning guidelines, guest services and safety.
• Ensure ADA compliance for guest services: supporting guests and volunteers on proper procedures, assisted listening, monitoring needs for wheelchair seating, booster seats, etc.
• Maintain a clean driving record in order to operate all vehicles, including 15 passenger vans.
• Maintain a clean, organized, and efficient work environment within all of the food and beverage areas of the center and personal vehicle as well as all rentals or loaner vehicles.
• Support artist merchandise sales, post-show meet-and-greets, and signings.
• Support event related information data collection relating to merchandise sales, wait times, traffic patterns, guest attendance, artist and touring company experience.
• Support supervision of volunteers, encompassing evaluation and motivation, and making recommendations when needed to Guest Experience Specialist concerning discipline.
• Understand and enforce Cape Fear Community College's alcohol policy in strict accordance to NC ABC laws.
• Assist in setup, moving and breakdown/teardown of furniture for special events as requested.

Other Important Functions:

• Perform other related duties and responsibilities as assigned

QUALIFICATIONS:

Knowledge of:

Ability to:

• Interpret and apply CFCC goals, objectives, policies, procedures, rules, and regulations

• Lift up to 50 or more pounds.
• Embody and demonstrate exceptional customer service skills, even in stressful and/or demanding situations.
• 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.
• Create and maintain accurate records and reports.
• Perform mathematic computations.
• Work weekends and/or evening hours as required.
• Maintain effective audio-visual discrimination and perception needed for:
  1. making observations
  2. communicating with others
  3. reading and writing
  4. examining incoming equipment, materials and supplies
  5. Handling varied tasks simultaneously

• Maintain physical condition appropriate to the performance of assigned duties and responsibilities, which include the following:

1. Walking, standing or sitting for extended periods of time
2. Operating assigned equipment
3. Lifting, stooping, climbing, bending and carrying materials, or lifting up to 50 pounds

• Maintain mental capacity, which allows the capability of:

1. Making sound decisions
2. Working in a fast-paced environment
3. Responding to questions
4. 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:

We are requiring a vaccination card or proof of a negative test within 72 hours of work shift and provided to the supervisor within 24 hours of that shift.

Minimum Education/Training:

Minimum Experience:

• Must be a minimum of 18 years of age
• One (1) year experience in Customer Service

Preferred Education/Training, Experience, Skills:

• Performing arts venue experience
• Supervisory experience
• ServSafe, RASP, TIPS, CPR/First Aid preferred
• Security or law enforcement experience

Special Instructions to Applicants: