Facility Name – Long Beach Convention & Entertainment Center

POSITION: Guest Experience Manager

DEPARTMENT:Event Services

REPORTS TO:Assistant General Manager

FLSA STATUS: Salaried Exempt

Salary: $66,560 plus commission

Summary

As the world’s leading venue management company and producer of live event experiences, ASM Global is the preeminent management and content partner with over 350 venues worldwide. Operating and investing in the world’s most important stadiums, arenas, convention centers, and theaters requires unmatched dedication and the most profound expertise. Our focus is YOU! Through investments in growth, resources, and technology we strive to enhance the experience of our internal Team Members and to continue creating amazing live experiences for the guests that we serve.

Essential Duties and Responsibilities

• Client Relationship Building: Consult with clients, mainly exhibitors, on their internet, telephony, and digital signage needs. Specifically, Selling Digital Marketing Signage including our E-Posters and new Prom Digital Signage and internet/telephony.

• Technical Issue Resolution: Identify, research, and resolve technical issues related to internet connections for exhibitors by directing issues to Boldyn NOC.

• Gathering Requirements: Understand technical needs of customers and gather any missing information (ssid’s, passwords, floor plans, payment).

• Cross-training: Gain additional skills as a networking technician to enhance understanding of technology sales.

• Order Processing: Provide costs and quotes to customers, invoices and collect monies due.

• Monetary Collection: Collect payments due and resolve billing errors.

• On-Site Support: Provide desk support at show sites when necessary.

• Event Research: Research previous event history using a company database and other resources.

• Quote Management: Build and update detailed quotes for clients, ensuring accuracy and timely revisions.

• Database Management: Maintain detailed and up-to-date records of orders in the company database.

• Billing Resolution: Resolve customer billing issues and suggest additional services when appropriate.

• Software Utilization: Fully understand and use the company’s proprietary software system.

• Policy Compliance: Ensure compliance with all company policies.

• Pre-Show and On-Site Coordination: Proactively coordinate with customers for service approval and signature before and during shows.

• Report Preparation: Prepare reports for show sites.

• Team Communication: Communicate with team members across departments on customer sales and service issues.

• Meeting and Site: Attend building meetings site visits, pre-cons, post cons and a discuss service options and answer customer questions.

• Help Desk: Manage service desk onsite, for trouble calls, customer questions, order changes, new orders.

• Communication: Effectively communicate change orders, new orders to technicians and team onsite.

Insight Surveys:

• Surveys: Analyze customer surveys to gather feedback on services, and overall customer experience.

• Reporting: Analyze survey results to identify trends, patterns, and actionable insights. Prepare detailed reports and presentations that effectively communicate findings.

• Follow-Up: Coordinate follow-up actions based on survey feedback to enhance customer satisfaction.

Qualifications

• Communication Skills: Excellent oral and written communication skills are crucial, particularly in handling customer inquiries and resolving issues.

• Customer Service Experience: Strong background in telephone customer service, with a willingness to interact with both customers and management.

• Availability: Flexibility to work occasional evenings, weekends, and holidays.

• Independent Work: Ability to work with minimal supervision and make independent decisions.

• Knowledge: Tradeshow & event knowledge is a plus.

• Availability: Must be available to work occasional evenings, weekends, and holidays.

• Background Check: Employment contingent upon successful completion of a background check.

Education and/or Experience

• A Bachelor's degree is preferred, along with 2-3 years of experience in customer service, sales, technology support, logistics, or project management.

• Strong written and oral communication skills

• Organized, ability to prioritize and have strong time management skills

• Able to multi-task in a fast-paced environment

• Positive disposition and ability to motivate all staff to offer hospitality service that exceeds guest’s expectations

• Able to work flexible schedule, including weekends and holidays

• Working knowledge of Microsoft Office (including Word and Excel) and other hospitality/catering software

• Well-developed interpersonal skills; experience working with diverse clients, professionals and staff members

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

NOTE:

The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.

ASM Global is an Equal Opportunity employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.