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Job Description
| GUEST SERVICES ADMINISTRATOR |
Job Code: 8152
Pay Grade: 022
FLSA Status: Exempt
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| General Functions |
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Responsible for assisting Orange County Convention Center employees and its contracted partners in maintaining or raising the service levels provided to guests. Coordinator of Orange County Convention Center stakeholders in the “Center of Hospitality" (CoH) system, ensuring an increased level of guest and employee satisfaction.
This is a highly visible position with extensive public and professional contact. Work is performed with considerable independence under the general guidance of the Division Manager. Performance is reviewed through feedback from guests, observations, conferences, reports and results achieved.
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| Representative Duties /Assignments |
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- Assists management, ambassadors, CoH administrative team, employees and partners in the promotion and implementation of the Center of Hospitality as the identity for the Orange County Convention Center.
- Serves as the Center's service liaison to the Orlando/Orange County Convention and Visitors Bureau, the providers of food services, audio visual services, business center services and other services, reviewing contract expectations and quality of service to guests.
- Develops action plans that will assist each partner and each section in reaching goals and objectives related to services provided.
- Reviews and makes recommendations that will improve service levels and enhance the revenue generated by the contracted service providers.
- Develops plans that ensure all internal and external customers are aware that the OCCC is the Center of Hospitality and what that entails.
- Builds relationships with clients, developing an understanding of their needs as they relate to client satisfaction. Attend post-convention meetings, solicit feedback from show managers, exhibitors and attendees.
- Develops, implements, and coordinates a service recovery plan.
- Formulates goals and objectives for long and short term planning related to service delivery.
- Meets the Center of Hospitality (CoH) Standards.
- Performs other related duties and completes special projects as assigned.
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| Minimum Qualifications |
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Bachelor's Degree in Marketing or Hotel Management, or a closely related field and five years of related experience with a hotel, convention facility, convention bureau or entertainment attraction; or five years of experience in training or developing employee/customer services programs or guest and client relations. Three years of experience must be in a leadership role.
Proven skills in maintaining and enhancing customer service. Effective communication skills, both written and verbal.
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| Preferences |
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NULL |
12/1/2020
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