Guest Experience Coordinator Jobs

GUEST EXPERIENCE COORDINATOR REPORTS TO : Director of Business Operations PAYMENT SCHEDULE: Bi-weekly TERM: Full- Time, Exempt DIRECT REPORTS: Box Office Lead LOCATION: Charleston, SC. This role requires a hands-on leader to oversee a successful team in an office/campus hybrid environment most of the year and is not a fully remote role. Benefits offered: Wellness Benefits Annual Performance Bonus Employer-Paid Health Benefits Cell phone reimbursements 401(K) Retirement Plan with non-elective employer contribution Employee Assistance Program (EAP) Professional Development Opportunities Flexible + Hybrid Working Environment Unlimited Vacation Paid Holidays Casual dress OVERVIEW: The Guest Services Coordinator will oversee customer-centric aspects of the organization focused on delivering an experience of a lifetime for our guests.  The Guest Services Coordinator will be responsible for delivering operational excellence while driving forward a key strategic priority to build a scalable, efficient Guest Services organization which, in turn, will drive Charleston Wine + Food growth and profitability. The Guest Services Coordinator is responsible for overseeing all of the ticketing + access needs for the organization and is integral in maximizing sales, assisting with overall business growth, and managing the lifecycle of our guests. This team member possesses a strong ability to upsell and make strategic suggestions to guests, with a keen ability to synthesize data to predict sales patterns. The Guest Services Coordinator works closely with the management team to develop and implement inter-departmental programs that enhance customer service of our guests, members and volunteers. The Guest Services Coordinator overall supports the financial viability of the organization by overseeing ticketing, membership programs, and other revenue opportunities that support the strategic and financial needs of the organization. The Guest Services Coordinator is committed to act as a brand representative of Charleston Wine + Food and portray our values of people first, community, and good stewardship. They recognize and use our mission and higher purpose as a guide in every decision made on behalf of the organization: Mission: To celebrate, educate, enrich, and promote the Lowcountry's diverse culinary + hospitality community through world-class experiences. Higher Purpose: to be a catalyst for connections that inspire curiosity through thoughtful storytelling and meaningful experiences with a sense of place. PRINCIPAL ACCOUNTABILITIES: Define the roadmap for the evolution of Guest Service Delivery including people, processes and technology Foster a customer-focused environment and mindset to ensure delivery of an exceptional guest experience through all stages of the guest journey Develop and implement the processes and reporting necessary to manage multi-tier service centers and ensures appropriate standards are in place to evaluate and optimize service delivery and service quality Serve as a strong consultative partner to marketing, operations and look to continuously improve and scale service delivery Monitor service trends and identify opportunities for continuous improvement to enhance processes, increase quality and reduce operating expenses  Conduct executive-level synthesis and communication of results to drive decision-making with marketing and operational leaders Provide thought leadership and guidance to drive strategic business initiatives Act as a customer sales and support liaison for the organization fielding guest services related inquiries, requests and issues Manage all phases of the sales cycle, including strategic methods to increase ticket revenue and enhance guest experience Brainstorm opportunities to increase guest retention and ways to ensure best-in-class guest experience for both our ticket holders and talent Build long-lasting guest relationships to ensure additional ticket-buying and drive deeper, strategic interactions between the guest and Charleston Wine + Food Develop and implement a customer service strategy for all ticket holders including a communication and feedback plan Develop and implement ticketing membership programs that supports organization revenue goals Oversee and manage ticketing budget and track all ticketing-related expenses and revenue Monitor ticket sales and create weekly reports identifying key trends and analytics that align with business goals Oversee the post-festival and all post-event feedback processes including the relationship with College of Charleston Office of Tourism Analysis Serve as point of contact and liaison between the organization and the primary and post-primary ticketing companies Develop and implement a strategic plan for the launch of festival tickets in conjunction with the Marketing + Communications, Experience, and Development Departments that includes a guest services plan, early access buying period for members, and plan for ticketing comps and holds Develop and execute a process for managing ticket holds + complimentary tickets, with oversight of the issuing of these tickets Execute ticket donation requests received and issue at the discretion of Director of Business Operations Oversee and manage festival credentials and badging Work with Director of Experience to identify and develop all ticketing and access signage Create an on-site festival ticketing + access plan, complete with badging + wristband strategy and box office set-up Oversee on-site guest lists; coordinate delivery of event guest lists to host restaurants in conjunction with Programming team members Oversee and manage ticketing and access points festival-wide, including staffing Coordinate egress, check-in, and security plans with Event Producers to ensure smooth event entrances REQUIRED SKILLS + ABILITIES: People-person with excellent communication, listening, and negotiation skills, who is passionate about building and maintaining community connections and long-term relationships Ability to work in a fast-paced environment, managing multiple projects with shifting deadlines Strong ability to work strategically and efficiently in a team setting Well-organized with diligent attention to detail Curiosity and willingness to learn Proficient in G Suite and experience with database management using Excel and/or Google Sheets Minimum 2 years of work experience in customer service, or related areas of experience    Must have the ability to direct conversations and resolve guest inquiries in-person, over the phone, through email or other listed mediums   Experience in the hospitality industry, or comparable experience appreciated, but not required Strong communication (both written and verbal), leadership and time management skills. Proficient with the use of computers and software programs used in finance and business. Competent in Microsoft Office, G-Suite Softwares + Drive, interoffice communication channels such as Slack and Asana. Critical thinking, interpersonal and problem-solving skills. Strong analytical skills, detail-oriented and exceptional organizational and multitasking abilities.. Comfortable working in an outdoor setting at times (rain, cold, mud) Ability to do physical work at times (lifting boxes (can lift up to 50 lbs), field set-up) Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice at the discretion of the Management based on business demands. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Charleston Wine + Food is committed to the principles of diversity and equal employment opportunity, and to comply with all federal, state and local laws that are applicable to equal employment. It is our policy to recruit, hire, train, and promote individuals, as well as administer any and all personnel actions, without regard to race, color, religion, creed, age, civil union status, domestic partnership status, affectional or sexual orientation or identity, sex, gender identity or expression, national origin or ancestry, marital status, status as a disabled or Vietnam era veteran, service in the federal or state military, liability for military service, arrest or conviction record, union affiliation, pregnancy or breastfeeding, medical or genetic information, atypical hereditary cellular blood trait, refusal to submit to a genetic test or make test results available to CHSWF, or status as a qualified individual with a disability, in accordance with applicable laws.