Vibee - Seasonal Fan Experience Concierge Coordinator

THE ROLE

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.

RESPONSIBILITIES

Artist Knowledge

• 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.

Fan Engagement Onsite

• 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.

Fan Engagement Online

• 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

• There may be some optional travel opportunities (economy)

• Provide insights and recommendations based on fan interactions and feedback to improve future events.

Troubleshooting

• 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

Other

• Adhere to all company and departmental processes, procedures, and policies.

• Work on other projects and tasks as needed.

QUALIFICATIONS

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

• 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

WORK ENVIRONMENT

• Must be able to tolerate loud noise levels & busy environments on site at our events.

• May stand for extended periods of time and work in drastic temperature climates.

• Must be willing to work during evening and weekend hours, as required, to meet deadlines.

• 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.