Guest Services Coordinator - Volunteers/ADA - Wilson Center at Cape Fear Community College

DEFINITION



To maintain a recognized, world-class guest experience by managing a comprehensive volunteer program and overseeing ADA Services.







SUPERVISION RECEIVED AND EXERCISED



Receives general direction and immediate supervision from the Guest Experience Manager and acts as a major component of the Guest Experience team

Exercises direct supervision over volunteer corps.

Exercises event-based supervision over all part-time guest experience staff, volunteers and

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:







Volunteer Management



Recruitment of volunteers and create community partnerships with other volunteer organizations.

Perform volunteer orientations and develop, organize and conduct volunteer trainings.

Monitor performance of volunteers regularly through internal reporting schema and take direct and exclusive disciplinary action when required.

Maintain volunteer records, organize volunteer files in accordance with CFCC policies, report pertinent information to relevant parties

Constant communication with volunteers on an on-call basis regarding scheduling, policies, procedures, disciplinary measure and training. .

Continually update volunteer resources in order to ensure world-class guest experiences.

Regularly work events to provide direction and training to volunteers as well as serve as guest services representative for all front of house operations as assigned.

ADA Specialist



Stay up-to-date on current ADA philosophy and operating procedure. Attend professional development seminars to further knowledge of this area.

Ensure ADA compliance for guest services: supporting guests and volunteers on proper procedures, including, but not limited to: hearing impaired, visually impaired, mobile impairment, cognitive impairment.

Continually update staff and volunteers on ADA protocol

Develop and maintain resources for ADA guests in coordination with operations and ticketing departments.

Constant communication with Ticket Central regarding event-specific ADA needs, disseminating that information to all respective parties.

Recruit ADA volunteers and staff through community partnerships and tailor volunteer and work experience for their specific needs.

Event Management



Address client and guest complaints when appropriate; inform the Senior Managing Director 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.

Enforce House rules in accordance with CFCC policies.

Support event-specific House Management, Concessions and VIP operations, to include cash reconciliation, product inventory, and support oversight of Guest Experience team.

Support artist merchandise sales, merchandise settlement, post-show meet-and-greets, and signings.

Support event-related data collection relating to merchandise sales, wait times, traffic patterns, guest attendance, etc.

Continually update resources and provide direction for Production Services Assistants.

Other Important Functions:



Perform other related duties and responsibilities as assigned
Salary: $3,899.00/monthly