The Guest Services Representative is responsible for welcoming and directing guests within the San Diego Convention Center. This position requires a high level of public interaction skills with emphasis on public speaking.
Interacts face to face while assisting attendees, guest and clients with general questions ranging from onsite events to local attractions. Meets attendee's requests for assistance with general needs within the SDCCC as well as assistance with ADA and emergency situations. Attention to detail, active listening and being prepared is required in order to execute these functions according to SDCCC Policies and Departmental Standard Operating Procedures which will include life, fire and safety procedures set in place by the SDCCC and its Management.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Additional duties may be assigned.
Demonstrates knowledge of the San Diego Convention Center facility by directing guest, clients and its employees to the appropriate locations within the SDCCC.
Demonstrates a high level of customer service skills; interacting with guests, clients and employees in a professional manner making face to face contact greeting and engaging in a pleasing manner.
Responsible for public interaction by being observant, listening and asking questions relevant to the need or assistance required in order to determine the appropriate response and or direction.
Required to attend daily shift briefings in order to attain current and future information related to assigned duties or task relevant to events and activities within the SDCCC.
Reports or eliminates safety hazards by proactively responding to the hazard itself or alerting the appropriate parties.
Operates a two-way hand-held radio with earpiece and cell phone.
May need to prepare written statements on incidents as requested.
Provides public safety services by vetting incoming persons not attending events or not doing business within the SDCCC in a professional manner.
Proactively addresses any issues on loitering and or trespassing by making contact, addressing and notifying Security Services.
Acts as crowd manager during emergency situations by handling crowd control situations as needed or directed, using hand gestures, increased vocal interaction and assertiveness in line with the SDCCC safety and security protocol procedures in place.
Assists with evacuation procedures as directed by SDCCC management and or any related tasks as directed by SDCCC Management in emergency situations
Assists other SDCCC staff as needed during emergencies in locating and transporting AED, First Aid kits and/or fire extinguishers.
May be assigned the following Guest Services positions. The post may vary by day and assignment and will need to be executed according to departmental standard operational procedures.
Greets and engages guests, clients and employees upon entering/or departing the facility. Directs guests, clients and employees to appropriate locations by opening doors, monitors credentials, interacts and answers questions; monitors escalators and elevators as needed.
Greets guests, clients and employees upon entering the lobby space, engages and becomes available to assist as needed, monitors glass doors and grey doors to exhibit halls during event move-in and move-out or exhibit activity.
Relieves other Guest Services Representatives from their post for breaks performing their duties; maintains organized records of break times.
Monitors escalators for safe usage by guests, clients and employees. Follows proper starting and stopping procedures of escalators, conducts safety announcements when needed during shutdowns or emergency situations. Assists guests, as needed, when using escalators in lobby areas.
Welcomes and directs guests and clients safely into exhibit halls. Observes any safety hazards, monitors for crowd control during egress/ingress times. This position will require one to be proactive in order to maintain crowd control.
Takes tickets at a turnstile as instructed. Interacts with guests in a pleasant and efficient manner. Complies with ticketing instructions.
Uses a hand truck or messenger bag to deliver delegate guides, making frequent stops to various downtown hotels and surrounding areas. Maneuvers throughout the downtown area to deliver welcome signs.
Coat Check Attendant:
Checks in and retrieves guest coats, luggage, garment bags, strollers, bikes and/or luggage carts, etc. by tagging and organizing all the materials and personal belongings. Responsible for cash handling, making change when necessary and multi-tasking as needed.
Freight Elevator Monitor:
Monitors elevator for safe usage by employees, exhibitors and Decorator companies. Follows proper safety procedures while elevator is in operation. Responsible for calling Supervisor on duty during emergencies or operational breakdown.
Monitors assigned area as directed by the Supervisor for any signs of fire, smoke, or potential hazards that could lead to fire. Responsible for reporting status of assigned area on an hourly basis.
Fuel and Battery Checker:
Monitors the fuel levels and battery cables of vehicles entering the SDCCC as part of an exhibit or as directed by the Supervisor. Responsible for verifying and recording the correct information and submitting the documentation to the Supervisor.
This job has no supervisory responsibilities.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
High school diploma or general education degree (GED); and one year related experience and/or training; or equivalent combination of education and experience. Previous experience in large public assembly facilities is highly desirable.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and or statements. Ability to speak effectively before large groups of customers or employees.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problem solving involving several concrete variables in standardized situations.
CERTIFICATES, LICENSES, REGISTRATIONS
First Aid/CPR training preferred. Trained Crowd Manager preferred.
Excellent communication skills. Ability to effectively address large crowds using increased vocal interaction and assertiveness.
Availability to work day and evening shifts, specifically on weekends and holidays. Robust customer/guest services skills. Strong interpersonal skills, with the ability to diplomatically and tactfully resolve difficult and sensitive situations as an individual or within a group setting.
Ability to focus and pay attention to detail. Ability to work independently or in a group setting. Strong cash handling skills. Ability to speak other languages additional to English preferred.
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.
While performing the duties of this job, the employee is required to have mobility within the facility, including movement from floor to floor. The employee is required to maneuver through various downtown hotels and the surrounding areas. The employee must be able to quickly traverse stairs and escalators in emergency and critical or time-sensitive situations.
During delegate guide deliveries, the employee is also required to maneuver for extended periods of time, using a hand truck or messenger bag, through various downtown hotels and the surrounding areas. The employee is regularly required to talk, see and hear.
The employee is required to be stationed at a post within the facility for an extended periods of time without sitting. The employee is occasionally required to sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. The employee must occasionally lift and/or move up to 50 pounds.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently exposed to fumes or airborne particles. The employee is occasionally exposed to moving mechanical parts and outside weather conditions.
The noise level in the work environment is usually moderate. Assigned work for this position may be located on different show floors which include lobby areas, front driveway, escalators, exhibit halls, mezzanine level and upper level meeting rooms, freight elevators or passenger elevators. The outside work environment includes exposure to uneven street pavement and sidewalks, railroad tracks, and high levels of pedestrian, vehicle and pedicab traffic.
Ability to work in hot and cold environments. Frequent interaction with guests and public contact.
San Diego Convention Center