Guest Services Ambassador-PT

Birmingham Jefferson Co•Birmingham, AL

5d•$0 - $15

About The Position

The Guest Services Ambassador helps create a positive and memorable experience for guests of the Birmingham-Jefferson Convention Complex (BJCC). The role responds to and resolves guest questions, complaints, and requests promptly, effectively, and courteously, and provides excellent customer service while maintaining knowledge of facility events and offerings. Ambassadors greet guests, provide information and wayfinding, answer questions in person and by telephone, and share current information about events, venues, transportation, facility procedures, and guest-relations services. They address guest concerns or refer them to the Guest Experience Manager, follow emergency and safety procedures, help maintain clean spaces, and contribute to a welcoming and effective team environment. The work takes place indoors and outdoors in a fast-paced, moderately demanding setting with exposure to varying weather conditions. This is a part-time role with flexible, variable scheduling to meet event needs. Employees must be available to work an average of three shifts per month, including extended or irregular hours on days, nights, weekends, and holidays as needed.

Requirements

At least one year of related knowledge, experience, and skills in customer service, working with the public, or a similar position is preferred.
High school diploma or GED is preferred.
Valid State of Alabama driver license is preferred.
Ability to work independently without continuous supervision.
Ability to remain focused in a high-volume, fast-paced environment and interact with guests professionally, positively, and confidently.
Ability to work cooperatively with coworkers, accept supervision, provide good internal and external customer service, and work as part of a team.
Initiative, efficiency, and an action-oriented approach.
Ability to multitask, prioritize, and remain calm and focused in difficult or stressful situations.
Ability to operate modern office telephone equipment and general office equipment, including computers, copiers/fax machines, and calculators.
Excellent oral and written communication, English fluency, and active listening skills.
Critical thinking, time management, and deductive reasoning skills.
Ability to coordinate, analyze, observe, make decisions, and meet deadlines with attention to detail.
Proficiency in Microsoft Office software, including Outlook, PowerPoint, Word, Excel, and Teams.
Scheduling availability for an average of three shifts per month, with flexibility to work days, nights, weekends, holidays, and extended or irregular hours as needed.
Ability to stand and walk for extended periods; perform limited climbing, bending, stooping, squatting, and kneeling; lift up to 30 pounds with or without assistance while maintaining balance; reach above shoulder level; and push and pull briefly.
Visual acuity, speech recognition, and speech clarity.

Nice To Haves

Valid State of Alabama driver license.

Responsibilities

Communicate and uphold customer-service standards consistent with the BJCC’s mission and values.
Provide courteous, friendly service to guests; greet them and offer information and wayfinding.
Maintain knowledge of facility events, including locations, ticket prices, dates, times, and parking.
Interact professionally with guests in person and by telephone, answering questions clearly and courteously.
Maintain current knowledge of BJCC and venue procedures and guest-relations information, including facility operations, event information, transportation assistance, lost and found, and incident reporting.
Resolve guest concerns and complaints professionally or direct them to the Guest Experience Manager.
Apply guest-experience principles and respond to guests’ needs and communications.
Maintain knowledge of emergency and safety procedures, respond appropriately to emergencies and hazards, and assist guests in reaching safety during evacuations according to policy and management instructions.
Complete related tasks as assigned and contribute to team results.
Analyze information and choose appropriate solutions for conflict resolution and problem solving.
Maintain a clean workspace and help ensure facility and venue cleanliness.
Interact tactfully and professionally with guests from diverse demographics and remain patient, particularly when addressing complaints, lost items, and directions.
Identify opportunities to improve the guest experience and communicate suggestions to the Guest Experience Manager.
Help foster an engaging team environment among staff.
Perform other duties as required.