Vibee - Seasonal Fan Experience Concierge Coordinator

Live Nation Entertainment•Las Vegas, NV

2d•$20 - $22•Hybrid

About The Position

Vibee builds unforgettable destination experiences for fans around the world. Founded by Live Nation, the world’s leading live entertainment company, and Insomniac, Vibee provides fans the opportunity to immerse themselves in the best music and entertainment events on land and sea. From curated activations to bespoke festival packages, Vibee creates transformative moments in the most sought after destinations. Vibee is seeking a highly motivated and proactive Seasonal Fan Experience Concierge Coordinator in Las Vegas to join the Vibee Team. This position will be hybrid. Candidate will need to be available on Thursdays/Fridays/Saturdays in person onsite and can choose 1-2 additional days to work remotely. This position will handle various types of requests that require different levels of troubleshooting, all while providing exceptional service and working towards a goal of one contact resolution. This position requires the use of a computer. In person: Seasonal Fan Experience Concierge Coordinator shall be available in person Thurs/Fri/Sat for onsite Concierge work in Las Vegas, and occasionally at other onsite locations around the world based on availability and willingness to travel. Seasonal Fan Experience Concierge Coordinator greets guests from around the world, and provides them with their first interaction at their Vibee event experience. Seasonal Fan Experience Concierge Coordinator will work to ensure guests feel welcomed and valued from the moment they arrive, checking in guests in person with the use of an IPad, welcoming them and answering event related questions they may have. Remote: During the hours when Vibee Concierge is not open to the public, Seasonal Fan Experience Concierge Coordinator can work flexible hours remotely answering inbound calls, emails, texts and chats. Seasonal Fan Experience Concierge Coordinator will work a maximum of 30 hours per week (8 hours minimum onsite/in person per week), on a flexible schedule subject to employee’s availability. This position reports to the Concierge Manager, FX Staffing Manager and Director of Fan Experience.

Requirements

High School Diploma or equivalent and a Bachelor’s degree is considered a bonus
1+ years of phone or in-person experience in hospitality, live events, ticketing or a guest service industry
Experience and skills using Microsoft Office and G-Suite programs.
Must be able to perform in a fast-paced, multiple-demand work environment
Possesses excellent communication, interpersonal, organizational and guest service skills.
Must have problem solving skills, active listening skills, and be able to multitask
Willingness and ability to learn new computer programs and systems when needed
Exceptional guest service skills
Ability to respond appropriately to changes in direction or unexpected situations.
Works effectively with peers and supervisors to accomplish tasks
Outgoing and friendly personality with a passion for meeting new people.
Ability to work independently and as part of a team.
Demonstrated ability to build and foster relationships both internally and externally and work in a team environment.
Proven to perform well under pressure; managing multiple priorities simultaneously
A positive, winning approach, incorporating integrity, confidentiality and discretion
Ability to work evenings & weekends on a flexible schedule to support business needs
Must be willing to travel as needed.
Applicants for employment in the U.S. must possess work authorization, which does not require sponsorship by Vibee for a visa.

Nice To Haves

Experience with sales platforms, airtable and slack are a bonus.

Responsibilities

Maintain a basic understanding of the artist, their career, and notable achievements to engage and inform fans, which will be provided by Vibee producers and subject matter experts during training and periodically updated when new events arise.
Greet and welcome fans, ensuring they feel welcomed and valued from the moment they arrive and throughout their visit.
Provide the highest level and quality of guest service at all times ensuring guest confidence
Ensure all required waivers or releases associated with their packages are completed.
Verify identification and provide guests with the appropriate credentials, gift bags, or package elements.
Provide general information about the artist, Vibee packages, and the concert event.
Interact confidently and professionally with fans at varying age ranges and from various professional backgrounds.
Address guest service issues and manage fan concerns effectively and efficiently.
Listen to fan feedback and complaints, providing solutions or escalating issues to the appropriate department when necessary.
Ensure fans feel attended to, maintaining a high standard of service befitting a VIP experience.
Stay informed about artist details and event details, including schedules, venue information, and special instructions.
Resolve high volume guest queries in an efficient and timely manner, via voice, text, chat and email
Utilize verbal, electronic, paper, and other means of communication with guests, and make suggestions for the improvement of communication systems
Advise and support other members of the guest services team in relation to event and venue information and guest queries
Liaise with other departments as needed to solve issues involving tech, ticketing, and hotels
Adhere to all company and departmental processes, procedures, and policies
Maintain the flexibility to perform other job-related duties as required, and other projects and tasks as needed
Provide insights and recommendations based on fan interactions and feedback to improve future events.
Listen to fan feedback and complaints, providing solutions or escalating issues to the appropriate managers when necessary.
Coordinate with technical support, hospitality, and event management teams to resolve any issues promptly.
Troubleshoot and resolve any activation issues, ticketing or hotel issues or technical glitches promptly.
Maintain a calm, positive and professional attitude and demeanor when dealing with guests having situations and issues
Adhere to all company and departmental processes, procedures, and policies.
Work on other projects and tasks as needed.

Benefits

Recognized for seven years as a Great Place to Work® and named one of Fortune’s World’s Most Admired Companies, Live Nation Entertainment is the world’s leading live entertainment company comprised of global market leaders: Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship.
Our world-class teams specialize in all aspects of the live entertainment industry, from ground-breaking innovations in ticketing, global venue development and operations, concert promotion and production, sales and brand partnerships, and unparalleled artist management supported by professionals in all facets of corporate operations.
We believe in taking care of the countless employees helping artists bring live music to fans all around the world.
Our many unique benefit programs are designed to help our teams live life to the fullest including generous vacation, healthcare, retirement benefits, student loan repayment, tuition reimbursement, six months of paid caregiver leave for new parents including fostering and perks like Roadie Babies helping new parents care for their babies on work trips.
And of course, access to free live events through our exclusive employee ticketing program.

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