Part-Time Guest Experience Personnel for Events at the Wilson Center - Delivering Exceptional Customer Service and Event Management Expertise in a Dynamic and Fast-Paced Environment

Introduction to the Wilson Center and Our Team

The Wilson Center at Cape Fear Community College is a vibrant and dynamic events venue that hosts a wide range of performances, exhibitions, and events throughout the year. Our team is dedicated to providing exceptional customer service and ensuring that every guest has a memorable and enjoyable experience. We are now seeking a highly skilled and experienced Part-Time Guest Experience Personnel to join our team and play a key role in delivering outstanding events and customer service.

Job Summary

The Part-Time Guest Experience Personnel will be responsible for providing exceptional customer service and event management expertise for a variety of events at the Wilson Center. This is a part-time, event-based position that requires a strong and diverse skillset, including excellent communication and interpersonal skills, the ability to work independently and as part of a team, and a high level of attention to detail. The successful candidate will be able to work a variety of shifts, including evenings and weekends, and will be required to maintain a high level of flexibility and adaptability in a fast-paced and dynamic environment.

Key Responsibilities

• Provide exceptional customer service to guests, beneficiaries, and rental clients, ensuring that all interactions are professional, friendly, and responsive to their needs.
• Oversee day-of-event logistics, including volunteers, safety protocol, ADA accessibility, concessions, and community outreach activities.
• Support administrative tasks, including scheduling and event coordination, internal document processing, data entry, and general administrative support.
• Address client and guest complaints in a professional and courteous manner, and inform the Guest Experience Coordinator of all complaints and follow protocol regarding event reporting.
• Be knowledgeable and ready to enforce and activate front-of-house emergency procedures, guidelines, and operational flow for security, ticketing scanning, and guest services for all events.
• Be vigilant and proactive in anticipating and meeting guest needs during an event, and educate, enforce, and lead by example for the Volunteer Corps concerning guest services and safety.
• Enforce House rules in accordance with CFCC policies, and ensure ADA compliance for guest services, supporting guests and volunteers on proper procedures, assisted listening, monitoring needs for wheelchair seating, booster seats, etc.
• Manage event-specific Concession's operations, including cash reconciliation, product inventory, and direct oversight of volunteer concessionaires, in strict adherence to NC ABC laws.
• Oversee artist merchandise sales, meet-and-greets, and signings, and support efforts to recruit the volunteer pool and ensure effective communication with all volunteers regarding event staffing, scheduling, policies, training, and procedures.
• Support event-related information/data collection relating to merchandise sales, wait times, traffic patterns, and guest attendance, and assist the Guest Experience Coordinator in training and supervision of volunteers, encompassing evaluation, motivation, recruitment, monitoring, and disciplinary measures.

Essential and Preferred Qualifications

The successful candidate will have a minimum of 5 years of experience in customer service, with supervision and event planning experience preferred. A High School Diploma or Equivalent is required, with preferred education and training including supervision and event planning experience, restaurant, catering or live event experience, and volunteer and/or staff management experience.

• Knowledge of industry-specific requirements, technology, and equipment utilized.
• Ability to interpret and apply CFCC goals, objectives, policies, procedures, rules, and regulations.
• Ability to lift up to 50 or more pounds, and embody and demonstrate exceptional customer service skills, even in stressful and/or demanding situations.
• Ability to establish and maintain effective working relationships with those contacted in the course of work, including artists, agents, rental clients, donors, high-profile clients and guests, students, college faculty and staff, and the general public.
• Ability to understand and follow oral and written instructions, communicate clearly both orally and in writing, create and maintain accurate records and reports, and perform mathematical computations.

Skills and Competencies

The successful candidate will have excellent communication and interpersonal skills, with the ability to work independently and as part of a team. They will be highly organized and able to prioritize tasks effectively, with a high level of attention to detail and a strong focus on customer service. They will also be able to maintain effective audio-visual discrimination and perception, and have the physical and mental capacity to perform the duties and responsibilities of the position.

• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Highly organized and able to prioritize tasks effectively.
• High level of attention to detail and a strong focus on customer service.
• Ability to maintain effective audio-visual discrimination and perception.
• Physical and mental capacity to perform the duties and responsibilities of the position.

Career Growth Opportunities and Learning Benefits

The Wilson Center is committed to the growth and development of our staff, and we offer a range of career growth opportunities and learning benefits to help you achieve your career goals. These include professional development trainings, mentorship programs, and opportunities for advancement within the organization.

• Professional development trainings, including CPR & First Aid, Mental Health First Aid, Evolv Express Operator Training, ALICE Training, etc.
• Mentorship programs to help you develop your skills and knowledge.
• Opportunities for advancement within the organization.

Work Environment and Company Culture

The Wilson Center is a dynamic and fast-paced environment that is committed to providing exceptional customer service and delivering outstanding events. Our company culture is built on a foundation of respect, inclusivity, and teamwork, and we are proud of our diverse and talented team. We offer a range of benefits, including a competitive salary, flexible working hours, and opportunities for professional development and growth.

• Competitive salary and benefits package.
• Flexible working hours and opportunities for remote work.
• Opportunities for professional development and growth.
• Diverse and talented team with a commitment to respect, inclusivity, and teamwork.

Compensation, Perks, and Benefits

The Wilson Center offers a competitive salary and benefits package, including flexible working hours, opportunities for remote work, and a range of perks and benefits. These include professional development trainings, mentorship programs, and opportunities for advancement within the organization.

• Competitive salary and benefits package.
• Flexible working hours and opportunities for remote work.
• Professional development trainings and mentorship programs.
• Opportunities for advancement within the organization.

Conclusion

If you are a highly skilled and experienced customer service professional with a passion for delivering exceptional events and customer service, we encourage you to apply for this exciting opportunity. The Wilson Center is a dynamic and fast-paced environment that is committed to providing exceptional customer service and delivering outstanding events, and we are proud of our diverse and talented team. Don't miss out on this opportunity to join our team and play a key role in delivering outstanding events and customer service.

Apply now and let's discuss how you can become a vital part of our success story.