Job Summary

The Events and Guest Services Consultant oversees and coordinates events, facility reservations, and team-building activities related to the customer experience and building operations. This role is responsible for providing best-in-class customer communication and service for all external events from start to finish. Working in strong collaboration with Jones Center staff, external customers, and program partners, the position provides a smooth, cost-effective, and successful event for each internal or external client. Works closely with the recreation departments to offer the best possible experience to eventgoers. The position requires flexible working hours, including evenings and weekends. Must be a fun, outgoing, energetic team player.

Main Responsibilities

• Responsible for the development and execution of the event and team-building activities logistics to bring the event's vision to life, including being prepared and able to react to changes positively and proactively.
• Respond to event inquiries and handle bookings for the venue.
• Manage communication from first contact to last contact.
• Be a business partner with other departments and leaders to determine Events and Guest Service's needs.
• Consult with patrons and program providers to identify needs for their internal reservation events and ensure a smooth event.
• Negotiate and finalize contracts with clients, ensuring clarity on terms, pricing, and services included.
• Coordinate and communicate with the Department leader and other departments on all in-house events, facility reservations, and events operations.
• Be available and attentive to the questions and needs of patrons and guests on the phone and in person.
• Work with the Department leader and another key member to develop operational procedures for event coordination and ongoing staff training for the events team.
• Produce and maintain program and informational materials for use by staff and members.
• Coordinate and assist with the setup and breakdown of furniture and equipment, including audiovisual equipment (AV).
• Negotiate and coordinate with outside vendors.

• Utilize social media and other channels to showcase the venue's features and successful events.
• Provide exceptional customer service to build positive relationships with clients.
• Address client concerns or feedback in a timely and professional manner.
• Provide onsite troubleshooting.
• Assist in finding a backup or backfill at the center's front desk when needed.
• Stay familiar with the latest trends in kids, adults, and family events. Consistently evaluate Jones Center offerings and the quality of customer experience.
• Proactively promote events, perform cleaning, and do email and phone follow-ups.
• Respond calmly and respectfully to any agitated guests and, when possible, resolve their issues.
• Attend and provide event updates on program activities, staff meetings, and staff training.

Additional Responsibilities

• Involve, coordinate, guide, and work closely with the Facilities Operations and Security and Safety departments to support the multiple phases of the events when necessary.
• Ability to interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds.
• Coach and counsel employees to reflect departmental service standards and procedures.
• Able to perform other general duties and special projects as assigned.

Minimum Qualifications

Required Skills and Abilities

• Proven experience in event coordination or venue management.
• One or more years of related customer service experience.
• Self-motivated, self-starter with a solid service-oriented mentality.
• Calm under pressure and with a constant problem-solving attitude.
• Must be well organized, highly detailed, and able to handle multiple tasks simultaneously while providing level-headed problem-solving skills.
• Ability to prioritize tasks and delegate them when appropriate.
• Ability to handle and process confidential information with professionalism and discretion.
• Budget development and time management skills.
• Tech Savvy and proficient in Microsoft Office or related software.
• Ability to network and provide marketing and promotion within the Community.
• Good verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• One or more years of related customer service experience.
• Ability to be engaged and interested in learning about each event.
• Excellent typing skills.
• Proficiency in the English language (both written and verbal) is required.
• General knowledge of basic math skills: fractions, percentages, and ratios.
• Ability to multi-task, prioritize, and manage time effectively in a fast-paced environment.

• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Comfortable upselling and asking for orders.
• Must maintain a professional personal appearance.

Education, Training, and Experience

• High School, associate or bachelor's degree in marketing, hospitality management, or a related area is preferred, or an equivalent combination of education, training, and experience.
• College degree preferred.
• Must hold a Food Safety Handler certificate or obtain it within the first 30 days of hire.
• Current CPR/First Aid Certification preferred.
• Bi-lingual is a plus.

Physical Requirements

• Ability to remain stationary, standing, or sitting for prolonged periods.
• Ability to lift 25 pounds occasionally and work in extreme weather conditions.