Guest Services Coordinator

POSITION TITLE: Guest Services Coordinator

REPORTS TO: Guest Experience Coordinator

TERM: March 4 – 8, 2020

OVERVIEW: 

The Guest Services Coordinator will work closely with the Guest Experience Coordinator to service guests in compliance with the Charleston Wine + Food ticketing policies and procedures. This individual will be the point person at the Guest Services Center in Marion Square on behalf of the ticketing team. The ideal candidate is a quick problem-solver, strong leader, organized, enthusiastic, and has a strong customer service background.

PRINCIPAL ACCOUNTABILITIES:

Be present on-site at the festival March 5 – 8; assist with tent set-up March 4, as needed

Oversee daily setup, maintenance, and breakdown of Guest Services Center, including but not limited to: transporting and setting up ticketing computer and printer; merchandising and overseeing festival retail; supervising all electronics; and handling and maintaining cash box and cash transactions

Maintain positive guest relations and resolve any on-the-ground ticketing issues

Have an extensive knowledge of festival events, scheduling, and programming in order to make powerful selling suggestions to guests

Manage all phone, web, and on-site ticket sales; handle all festival-related phone calls and voicemails

Utilize ticketing software to process orders, re-issue tickets, manage guest lists, and download and print guest tickets

Supervise + distribute lost and found items

Assist with retail merchandising and sales as needed

Exhibits excellent guest experience skills and can deliver the best in the world guest experience to attendees + participants

Understand sensitivity of working with Partners; able to appropriately solve issues that are not black + white, using our policies as guidelines, knowing how to ask for support from the team if needing to exceed them

Acts as a brand representative of Charleston Wine + Food and portrays our values of people first, community, diversity, and good stewardship

Recognizes + uses our higher purpose as a guide in every decision made on behalf of the festival: to be a catalyst for connections that inspire curiosity through thoughtful storytelling and meaningful experiences with a sense of place

REQUIREMENTS:

This position requires working up to 10 hours/day during the Festival (March 4-8) 

Attend ticketing staff training session(s) (date(s) to be determined)

Available to work a flexible schedule that includes weekend hours

Must be able to lift and carry heavy objects (up to 50 lbs.) as necessary + stand for up to 8 hours

Work independently and make decisions as necessary to provide an exceptional guest experience 

Able to work quickly, cooperatively, and collaboratively under pressure and with a variety of people

Strong ability to problem solve and work in a faced-paced environment. 

Comfortable working in an outdoor setting (rain, cold, heat, mud)

Use of personal computer and cell phone during festival week that is able to access the internet and run cloud- based apps