Position Description

DEFINITION

To administer exceptional front-of-house operations of the Center and; and build a recognized, world-class guest experience. 

DISTINGUISHING CHARACTERISTICS:

This position is an event and customer service professional committed to the Center’s guests, beneficiaries, and rental clients. This position must oversee all front-of-house operations and staff, safety protocol, guest ADA accessibility related to event, support management and recruitment of volunteer corps, and to create and provide continual analysis of procedures to instill and administer world-class guest and center services. 

SUPERVISION RECEIVED AND EXERCISED

• Receives direct supervision from the Operations Manager and provides support to Hospitality Coordinator in management of volunteers, T-Step interns and Work Study students, concessions, VIP operations and all front-of –house food and beverage operations
• Exercises direct supervision of part-time Operations team to include: Guest Experience Specialists and Event Staff

Duties & Responsibilities (Essential Functions)

ESSENTIAL AND OTHER IMPORTANT FUNCTIONS 

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

• 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 with sound judgment.
• Address client and guest complaints when appropriate; inform the Senior Managing Director and Operations Manager of all complaints and follow protocol regarding event reporting.
• 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 guest needs during an event.  
• Educate, enforce, update, and lead by example for Volunteer Corps concerning guest services and safety.
• Directly supervise part-time Operations team to include: recruitment and onboarding of staff, continual training, contract and payroll management, scheduling and general supervision
• Work closely and seamlessly with internal Wilson Center departments, but also greater CFCC departments to ensure safe and successful events. These departments include: New Hanover County Sheriffs, Allied Universal, CFCC Maintenance, CFCC Business Office, Shipping/Receiving, Printing, Human Resources, CFCC Foundation, and CFCC Fine Arts faculty and staff.
• Enforce House rules in accordance with CFCC policies.
• Ensure ADA compliance for guest services: supporting guests and volunteers on proper procedures, assisted listening, monitoring needs for wheelchair seating, booster seats, etc. 
• Manage event-specific Concessions operations, to include cash reconciliation, product inventory, and direct oversight of volunteer concessionaires, in strict adherence to NC ABC laws.
• Coordinate upkeep of facility with Maintenance Department by following external protocol and reporting issues when they arise.
• Support artist merchandise sales, merchandise settlement, post-show meet-and-greets, and signings.
• Support efforts to recruit the volunteer pool and ensure effective communication with all volunteers regarding event staffing, scheduling, policies, trainings, and procedures. 
• Support event related information data collection relating to merchandise sales, wait times, traffic patterns, and guest attendance. 
• Support training and supervision of volunteers, encompassing evaluation and motivation, and making recommendations when needed to the Operations Manager concerning discipline. 
• Training and supervision of volunteers, encompassing evaluation, motivation, recruitment, monitoring and disciplinary measures.

Other Important Functions:

• Perform other related duties and responsibilities as assigned

QUALIFICATIONS:

Knowledge of:

• Industry specific requirements, technology and equipment utilized. 
• Current trends, research, and development in the area of assignment.

Ability To:

• Work weekends and/or evening hours as required.
• Wear the regulation, provided uniform during service hours.

• Embody and demonstrate exceptional customer service skills, even in stressful and/or demanding situations.
• Remain calm, and make and give sound directions during emergencies.

• Perform excellent supervision and organization abilities.
• Ability to effectively assist others with special needs.
• 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.
• Train and supervise responsible volunteers and part-time front of house staff.
• Understand and follow oral and written instructions.
• Communicate clearly both orally and in writing.
• Prepare clear and concise reports.
• Maintain accurate records.
• Perform mathematic computations.
• Operate a personal computer and maintain computerized records.
• Interpret and apply CFCC goals, objectives, policies, procedures, rules, and regulations

• Maintain effective audio-visual discrimination and perception needed for:
  1. Making observations
  2. Reading and writing
  3. Communicating with others
  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 may include the following:
  1. Walking, standing or sitting for extended periods of time
  2. Operating assigned equipment
  3. Handling varied tasks simultaneously 
  4. Lifting, stooping, climbing, bending, or carrying heavy materials
• Maintain mental capacity, which allow the capability of:
  1. Making sound decisions
  2. Ensuring the safety of others
  3. Working in a fast-paced environment
  4. Answering questions
  5. Reviewing alternatives and making choices
  6. Responding to questions
  7. Demonstrating intellectual capabilities

Qualifications

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:

Minimum Education/Training:

• Bachelor’s Degree

Minimum Experience:

• 5 years of experience in customer service
• 3 years of experience in a supervisory role
   

Preferred Education/Training, Experience, Skills:

• Work experience in performing arts, banquet, or event management industry

Supplemental Information

Special Instructions to Applicants:

• Work weekends and/or evening hours as required.
   
• This position REQUIRES UNOFFICIAL TRANSCRIPTS AND/OR TRAINING CERTIFICATIONS be submitted in addition to the application. Please have these documents ready to upload when applying.
   
• Candidates are required to submit OFFICIAL TRANSCRIPTS for all degrees obtained prior to their first day of work or hire date. If the highest level of education is a High School diploma or equivalent, proof of completion is required.
   
• Candidates who have obtained their education outside of the US and its territories must have their academic degree(s) validated, at their own expense, by an outside credential evaluation service as equivalent to the Baccalaureate or Master's degree conferred by a regionally accredited college or university in the United States.