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 Guest Experience Assistant Manager is responsible for assisting the Premium Guest Experience Manager in managing all aspects of the facilities guest services experience. Responsibilities include, liaising with any departments or area impacting the guest’s experience to ensure guests enjoy a premium quality guest focused service. The incumbent will assist in guest compliant resolution. Assist with planning and delivering guest services team training. At the direction of the Premium Guest Experience Manager function in a leadership support role for events throughout the facility, exercising independent judgement and initiative to carry out overall responsibilities. 

Essential Duties/Responsibilities 

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

• Assist to oversee daily operations in all Guest Services team initiatives, drive departmental objectives for self and team, ensure effective communication and working in a team to reach department KPIs.
• Assist in planning, directing, and coordinating guest services overall work plan to ensure exceptional service is achieved in all areas. 
• Provide operational support, guidance, training, motivation, and recognizing team members. 
• Support all event logistics by coordinating event staff schedules, ensuring every event has proper event materials (maps, event information sheets, radios, etc.)
• Elevate the guest experience by being inclusive of high impact touch points and consistently meet and exceed guests and VIP expectations.
• Conduct pre-shift briefings and advise guest services team members of special event information and all VIP guests in attendance.
• Contribute to the Guest Services department and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and guest care to team members and guests.
• Aid Premium Guest Experience Manager in evaluating and responding to all guest feedback submitted via website contact forms or emails, and phone calls.
• Coordinate and aid in large volume of call and customer inquiries regarding shows and events.
• Support select venue programs including ADA accommodations, scheduling ASL interpreters, designated driver, lost and found, and sensory room inclusion.
• Coordinate the Lost and Found program for the complex, including logging found items and assisting with recovery of items. 
• Ensure internal FAQ event documents, training materials, and event information sheets are created and distributed as required to ensure exceptional guest services and effective guest communications. 
• Interact with guests and VIPs to obtain feedback on event quality and service levels. 
• Schedule guest services and communications specialists to ensure proper shift coverage and meet business demands for the complex.
• Actively involved with guest services staff recruitment and selection.
• Exceptional knowledge and experience of providing a premium customer service.
• Knowledge and experience of implementing departmental policy and procedures in the workplace, including recruitment, training and safety focused.
• 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). 

Work Environment 

This position may have a moderate to extensive stress level associated with dealing with crowds of public visitors. Requires the ability of working in stressful situation and remain flexible to adjust as situations change. 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 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 three (3) 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. 
• Valid State of Alabama Driver License. 

Additional Eligibility Qualifications 

• Capable of working independently without continuous supervision. 
• Must be able to anticipate problems, resolve conflicts and implement immediate corrective action with excellent problem-solving skills. 
• Ability to work effectively in a team with good leadership and motivational skills.
• Capable of multi-tasking, excellent time-management, prioritizing skills, and detail oriented. 
• Ability to be supervised and work cooperatively with co-workers and provide good internal and external customer service. 
• Ability to operate modern office telephone equipment, and be proficient in general office equipment including but not limited to computer, telephone, copier/fax machine, calculator, etc. 
• Excellent oral communication, written communication, fluency in English, active listening. 
• Ability to demonstrate critical thinking, time management, and deductive reasoning skills. 
• Ability to coordinate, analyze, observe, make decisions, and meet deadlines in a detail-oriented manner. 
• Proficient in Microsoft Office software, to include Outlook, PowerPoint, Word, Excel, and Teams. 
• 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. 
• Must maintain a professional and inviting appearance, as defined by policy, at all times.