| GUEST & COMMUNITY SERVICES COORDINATOR |
Job Code: 8243
Pay Grade: 015
FLSA Status: Exempt
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| General Functions |
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Provides assistance to the Manager and Deputy General Manager in developing various visibility programs for a diverse population regarding issues relating to customer service, especially in times of high volume business. Responsible for the enhancement of the guest experience at the Orange County Convention Center by promoting the Center of Hospitality (CoH) tenets within the department. Develops and coordinates programs for Convention Center employees to improve guest satisfaction.
Worked is performed with considerable independence under the supervision of the Manager, and is reviewed through observations, conferences, reports, and results achieved.
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| Representative Duties /Assignments |
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- Coordinates Center of Hospitality (CoH) programs. Chairs meetings, organizes committees, activities and events that support raising the level of service to clients and guests. Analyzes data from customer surveys to initiate new programs that improve customer satisfaction.
- Develops internal programs for Convention Center employees which result in outstanding service delivery. Implements customer service recovery efforts to ensure guest satisfaction and repeat business.
- Communicates Center of Hospitality (CoH) initiatives and other information via employee newsletter, Show Mode. Writes edits and produces the employee weekly and quarterly newsletters. Develops relevant content for inclusion.
- Hosts outside community and business groups, initiates activities to share information about the mission of the Orange County Convention Center.
- Organizes and facilitates Brown Bag Meetings to enhance employee communication with management. Plans and organizes Quarterly Full Building meetings.
- Supports the mission of the center by organizing and performing a variety of community relations activities.
- Meets the Center of Hospitality (CoH) standards.
- Performs other related duties as assigned and completes special projects as assigned.
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| Minimum Qualifications |
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Graduation from an accredited college or university with a Bachelor’s Degree in Public Relations, Journalism, Hospitality, Business or a closely related field and 2 years experience in developing employee/customer services programs or guest and client relations.
Must be proficient in Microsoft Word, PowerPoint, Excel and Quark.
Must possess exceptional written and oral communication skills.
Must be able to work independently with minimal supervision.
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| Preferences |
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Experience in the hospitality industry |
