Guest Concierge - Casual Part Time

Calgary Stampede

9d•Onsite

About The Position

The Guest Concierge is a member of the Guest Experience Team, responsible for greeting and responding to guest, volunteer, and employee inquiries in person, online, and by telephone for the Calgary Stampede. This role ensures all stakeholders receive a warm and professional welcome, their needs are anticipated, and all interactions are professional, respectful, and friendly. The position requires exemplary guest service, extensive knowledge of the organization and its history, excellent communication skills, and the ability to remain calm and courteous at all times.

Requirements

High School Diploma
Experience in guest services essential
Previous experience with MS Office, Excel, Power Point & Outlook
Strong verbal and written communication skills, able to choose appropriate, effective ways to communicate to different audiences including both internal and external stakeholders.
Ability to articulate a clear, concise, yet detailed idea, thought or concept.
Actively listen, ask questions, be curious.
Aware of and responsive to nonverbal communication styles, recognizes and adapts to cultural differences in communication styles.
Effectively deliver and receive constructive feedback in an effort to continuously improve.
Demonstrates resourcefulness by utilizing information from a variety of sources to identify challenges and opportunities, identify the root cause, evaluate options and make quick yet informed and appropriate decisions.
Anticipate needs, expectations and challenges before they arise.
Breaks down complex tasks into manageable parts in a systematic, detailed way.
Ability to apply analytical techniques to identify the root cause of a problem and find the best solution.
Ability to understand the business implication of decisions.
Anticipates the risk or implications inherent in a suggested solution and develops contingency plans to mitigate their impacts.

Nice To Haves

Experience in administration work is considered an asset.
Experience with Momentus (EBMS) considered an asset.

Responsibilities

Consistently offering professional, friendly and engaging service.
Greeting guests, volunteers and employees warmly and making them feel welcome and attended.
Staying up to date on current events, news, restaurant reviews and activities in Calgary and Alberta.
Anticipating and responding to guest needs and requests with professionalism, discretion and a “no request is too big” approach.
Embracing the highest standard of service, maintaining a professional appearance at work through all spoken and written communications.
Coordinating communication and efforts with all employees & guests towards the goal of providing the highest level of service excellence through consistent, accurate and ongoing communication.
Being knowledgeable about The Calgary Stampede including its products, services and programs as well as third party events hosted on Stampede Park throughout the year.
Providing guests assistance with direction around Stampede Park.
Answering, problem solving and resolving all guest questions, comments and complaints.
Creating and maintaining a positive environment that supports the Calgary Stampede’s core values.
Demonstrating emotional composure during fast paced and stressful situations.
Responding to or appropriately redirecting email and social media direct mail.
Taking phone calls from other departments and providing the correct information.
Assist Head Quarter Guest Concierge with information on year-round operation and events.
Onboarding support and task training.
Upholding all company policies as outlined in the Standard Operating Procedures, Safety Procedures, Ranger Guidelines, and Code of Conduct.
Leading by example at all times while contributing to the overall goals and objectives of the organization and delivering on the expectations of our guests.
Utilizing Momentus to review information in daily reports.
Printing Daily Function from Momentus for each day and hand out to Guest Ambassador Supervisors.
Maintaining a detailed log of activities during each shift.
Assisting in the development and maintenance of the Guest Ambassador reference guide and other resources in the document library and on Microsoft Teams.
Ensuring all tourism collateral is current and appropriate for our guests.