Asst. Manager- Business Services Operations

New Orleans Ernest N. Morial Convention Center•New Orleans, LA

2d•Onsite

About The Position

This role is responsible for managing Business Center operations and business service activities to support exhibitors, event organizers, and guests. The position ensures that business services are delivered in accordance with franchise requirements, operational standards, and customer expectations. Key functions include coordinating operational resources, monitoring performance, and supporting the implementation of operational improvements. The role also involves managing inventory, overseeing shipping and package handling, maintaining records, and coordinating equipment maintenance. A significant part of the role focuses on guest experience, resolving customer concerns, and recommending service enhancements. Additionally, the position administers financial transactions, reviews sales activity, and supports reconciliation and reporting. Supervisory responsibilities include participating in personnel decisions, orienting and training employees, monitoring performance, and administering company policies.

Requirements

Ability to obtain and maintain UPS franchise certification within 30 days of hire.
Strong customer service, communication, and problem-resolution skills.
Working knowledge of inventory management, transaction processing, and operational reporting.
Strong organizational skills with the ability to prioritize multiple assignments in a fast-paced environment.
Ability to work flexible schedules, including evenings, weekends, and holidays, based on event and operational requirements.

Nice To Haves

Experience in a high-volume hospitality or venue environment.
Experience utilizing point-of-sale and electronic payment processing systems.

Responsibilities

Manage Business Center operations and business service activities in support of exhibitors, event organizers, and guests.
Ensure business services are delivered in accordance with franchise requirements, operational standards, and customer expectations.
Coordinate operational resources and workflows to support efficient and uninterrupted Business Center operations.
Monitor operational performance and identify issues that may impact service quality, operational effectiveness, or customer satisfaction.
Support implementation of approved operational improvements and service enhancements.
Manage inventory and supply administration to ensure materials required for Business Center services are available and properly maintained.
Oversee shipping and package handling activities in accordance with franchise requirements and established procedures.
Maintain franchise records, operational documentation, and required reporting associated with Business Center activities.
Support compliance with franchise standards, documentation requirements, and operating guidelines.
Coordinate equipment maintenance and service support to minimize disruptions and maintain service availability.
Ensure consistent execution of customer service standards and Business Center service expectations.
Resolve customer concerns requiring supervisory involvement and support service recovery efforts.
Support Business Center services that meet customer and event-related requirements.
Monitor customer feedback and recommend improvements to services, products, and operational processes.
Provide cross-coverage support for Retail Operations as needed.
Administer transaction processing activities in accordance with established financial controls and operating procedures.
Review sales activity, transaction documentation, and operational records for accuracy and completeness.
Support reconciliation, reporting, and revenue documentation activities associated with Business Center operations.
Maintain operational and financial records in accordance with established requirements.
Participate in decisions related to the selection, promotion, transfer, pay and discipline of assigned personnel.
Orient employees to MCCNO policies and procedures, clearly communicate job duties and responsibilities so individuals may proceed with certainty in the performance of their positions.
Personally conduct or oversee training for new employees to ensure established procedures are clearly understood and followed.
Monitor the work performance of assigned personnel on a continual basis, conduct effective performance appraisals, and take corrective action whenever necessary.
Create a working climate in which assigned personnel are motivated to develop their skills and abilities and demonstrate by personal example the desired standards of conduct and work performance.
Administer MCCNO policies in a fair and equitable manner with regard to discipline, tardiness, absenteeism or insubordination and fully document all incidents and actions taken.