Guest Services (Control Office)

Description: JOSEPH A. FLOREANOROCHESTER RIVERSIDE CONVENTION CENTERJOB DESCRIPTION
Department: OperationsPosition: Guest Services (Control Office)General Description:
The Guest Services personnel are responsible for the day to day operations of the control office. Emphasis on a variety of communication means to interface with staff and patrons. Monitoring of specific building automated systems and enforcement of specific building policies and procedures as directed by management. Position reports directly to the Event Coordinator.
Typical Work Routine Includes but Not Limited To:1. Works as scheduled in proper uniform and nametag.2. Answers and directs a variety of incoming and internal phone calls according to established building salutation.3. Distribution and recording of all building portable radios, keys and first aid equipment.4. Responsible for daily opening and closing of facility, including all lighting, doors, skyway system, etc.5. Supervision and coordination of any part-time special event personnel or EMT personnel on duty.6. Monitors closed circuit television video recording systems; and logs/reports any inconsistencies with normal building routine.7. Working knowledge of Johnson Controls building automation systems (HVAC, fire and security). Ability to recognize disruptions in system and notify the appropriate personnel.8. Ability to follow established procedures with regards to emergency situation, i.e. fire, bomb threat, medical, etc.9. Keeps written daily logs and reports in the areas of Lost and Found, property damage, theft and incidents involving staff.10. Scheduling requires Guest Service personnel to be flexible in off-shift availability.11. Individual is responsible to work inside and outside the facility with exposure to inclement weather and in unpredictable crisis situations.12. Individual may be required to work off-site.13. Additional duties as designated by Management.

Additional Responsibilities:

1. Guest Service personnel shall be knowledgeable in all administrative procedures established by The Center.

2. Thorough working knowledge of the Center’s Johnson Controls automated systems of HVAC, fire, security, CCTV, alarms, computer programs and EVAC.

3. The individual shall be prepared to interact with unit head personnel and shall be able to interface with security and safety programs with an attitude of responsibility toward the public image of the Center.

4. Maintain a low profile with a courteous and polite demeanor.

Requirements:

Qualifications:

· High School diploma or equivalent.

· Excellent verbal and written communication skills.

· Experience in dealing with the public under normal and abnormal conditions and in working under emergency conditions.

· Two (2) years’ experience in customer service.

· Ability to work independently.