Director of Guest & Premium Services

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 www.bjcc.org.

Summary/Objective
The Director of Guest and Premium Services is responsible for managing all aspects of the complex's guest services experience, including ensuring a positive and memorable experience for all guests, from arrival to departure, while maximizing revenue and maintaining exceptionally high standards. The incumbent is responsible for building relationships with current and potential customers to provide exceptional customer service and drive the overall guest experience. This position will lead and direct the Guest Services Team, and Premium Services Manager (suite and VIP) and the provision of all guest/visitor services for events and activities on and around the complex.

Essential Duties/Responsibilities

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

• Manages and oversees the Guest and Premium Services team in the provision of high-quality, comprehensive guest service experiences for all event patrons on the complex.
• Provide upscale guest service experiences for clients and guests throughout their visit, analyzing customer feedback to suggest improvement strategies and provide direction to continuously improve the overall rating.
• Manage and oversee suite license sales/renewals and provision of services to suite-holders and VIP's at events.
• Manage and oversee club and VIP access, screening and services for Protective Stadium, Legacy Arena, BJCC Concert Hall and Theatre.
• Oversee and manage the provision of parking, VIP and ADA shuttles for events around the complex.
• Regularly review and analyze guest service data to generate action plans that address service deficiencies/goals, help to develop process improvements and/or training plans to enhance performance.
• Lead efforts focused on welcoming guests, continually improving processes that improve the guest experience, creating opportunities to exceed their expectations and empowering employees to fulfill our collective service mission of being the city's most premium gathering place.
• Strategically provides coverage for information help desks and touch points for events throughout BJCC facilities.
• Provide exemplary, proactive customer service to all premium seating clients; oversee game day staff in suite entrance and premium areas.
• Coordinates with Event Mangers to distribute appropriate event signage as required.
• Handle incoming calls and inquiries from sales prospects and existing clients. Conduct VIP tours with potential prospect sales candidates.
• Provides on-going communication and problem resolution for guests during all phases of an event. Investigates and resolves customer problems with deliveries.
• Assist ticketing with guest services problem resolution including ticketing issues and ticketing processing/order fulfillment and returns.
• Acts as a liaison between internal and external partners such as security, event management, maintenance, food & Beverage, etc. to coordinate and deliver premium level guest satisfaction for events.
• Manage and schedule guest services and communications specialist to ensure adequate customer service for events.
• Manage successful execution of major events including the operation of all Guest Service designated spaces such as the seating bowl, premium seating areas, elevators, Guest Service offices/kiosks, etc.
• Responsible for event day duties as needed for sales, guests' services and box office/will call.
• Gain knowledge of clientele in order to provide excellent customer service.
• Basic working knowledge of Ticketmaster in order to answer seating, relocation and guests service questions for guests and promoters
• Identify and agree with Box Office manager and/or Event Manager on customer service plans ahead of event.
• Intermediate knowledge of emergency and safety procedures for the BJCC in all matters, including emergency situations (such as weather, active shooter and other terroristic-type events) and safety hazards (i.e., water on floor, objects blocking doors, or electrical cords exposed or untapped in traffic routes).Examples of knowledge in this area include effectively assisting guests to safe locations in the event of an evacuation, based on company policy and management instruction.
• Coordinate and manage large volume of call and customer inquiries regarding shows and events.
• Manage and coordinate tickets, parking passes, and gift distribution for suite and club seat holders.
• Coordinate and ensure BJCC provides a family-friendly and safe environment in all areas while maintaining the highest customer service excellence.
• Communicates performance expectation and trains team members in processes by articulating, communicating, training, modelling, and reinforcing consistent Guest Experience guidelines, principles, and operating procedures.
• Interacts with guests to obtain feedback on event quality and service levels.
• Empowers employees to provide excellent customer service.
• Schedules guest services and communications specialists to ensure shift coverage and meet business demands and productivity goals; critiques and variances.
• Analyze call center data and prepare reports for upper management.
• Develops strategies, policies, and procedures to assist guests, callers, and employees in providing high levels of customer service that foster a culture of trust and empowerment
• Proactively provide suggestions for improving guest services and communications to enhance service and delivery.
• Ensure internal FAQ event documents are created and distributed as required to ensure exceptional guest services and effective guest communications.
• Manage and/or support select venue programs including ADA, Designated Driver, Lost and Found, Sensory Room and Team Member Support.
• Coordinate the Lost and Found program on event day, including logging found items and assisting with recovery of items.
• Oversee budget planning and tracking, engage business strategy planning and provide insight and recommendations - for all elements described in this Job Description.
• Performs other duties as required.

CompetenciesAccountability, Interpersonal Skills, Customer Service, Communication, Active Listening, Conflict Management, Project Management, Detail Orientated, Technical Skills, Financial Administration, Product Expertise, Employee Development, Delegation, Business Alignment, Organizational Skills, People Management, Fiscal Accountability, Results Driven, Ethics, Training and Development.

Work EnvironmentThis 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 WorkThis is a full-time position; hours of work must be flexible and varied to meet the demands of the events of the facility. 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 ten (10) years related knowledge, experience, and skills in management, customer service management or a similar position.
• Bachelor's degree from an accredited college or university with an emphasis business administration, hospitality, or public administration or equivalent combination of education and experience is preferred.
• Industry specific certifications such as CGSP, GSSTC, CHA or etc., strongly preferred.
• Valid State of Alabama Driver License.

Additional Eligibility Qualifications

• Proven track record of success in customer service and/or managed sales.
• 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.
• Ability to meet premium seating and box service goals.
• Capable of multi-tasking, excellent time-management, prioritizing skills and detail oriented.
• 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.
• Ability to write, comprehend, disseminate reports and business correspondence.
• Excellent written and verbal communication skills.
• Must have no past history that would preclude bonding.
• Must be able to speak, read and understand English; bilingual is preferred.
• 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.