Concierge

ConciergeThe Concierge shall be responsible for the coordination of services provided to all visitors to the venue through the Concierge Desk. The Concierge will provide exceptional customer service to include information concerning all aspects of events, assist attendees to make their visit enjoyable and problem-free, and provide clerical and office-related assistance to attendees. This position serves as the face of the venue and plays a critical role in creating a positive, memorable experience for all guests.Core ResponsibilitiesCustomer Service & Guest Relations:Utilize positive customer service skills to greet visitors in a pleasant, professional, and efficient mannerProvide directions to area buildings, attractions, and venue locationsShare information regarding trade shows, conventions, public shows, and events as requiredProvide event-related information to attendees including schedules, exhibitor locations, and programming detailsHandle guest complaints professionally and escalate as appropriate to managementMaintain composure during high-volume periods and stressful situationsProactively anticipate guest needs and provide solutionsCreate positive memorable experiences that reflect the venue's reputationMaintain a pleasant voice, professional attitude, and dress as requiredTechnology & Digital Services:Monitor and respond to digital inquiries through facility apps, websites, and social media platformsOperate multi-line phone systems and manage voicemail inquiriesUtilize event management software and digital directories to provide real-time event informationAssist guests with mobile check-in, QR code scanning, and digital badge printing systemsMaintain proficiency with Microsoft Office Suite (Word, Excel, Outlook) for daily operationsSafety & Emergency Response:Serve as first point of contact for guest emergencies and incidentsAssist with elevator emergencies and coordinate with Public Safety teamReport suspicious activity or safety concerns immediately to Public Safety ManagerMaintain awareness of emergency evacuation procedures and assembly pointsMonitor and report any facility maintenance issues or hazardsFollow all safety protocols and emergency proceduresEvent-Specific Support:Coordinate with event organizers regarding attendee flow and special accommodationManage lost and found items and maintain organized log systemAssist with ADA accommodations and mobility device coordinationProvide language assistance or coordinate translation services when neededHandle VIP guest services and special requestsSupport event staff with information distribution and attendee managementAdministrative & Operational Duties:Maintain accurate daily activity logs and incident reportsTrack visitor statistics and attendance patternsManage concierge desk supplies and informational materials inventoryCoordinate with housekeeping and maintenance for immediate facility needsProcess and distribute messages, packages, and deliveries for event staffEnsure concierge desk area remains clean, organized, and well-stockedComplete all required documentation and reports in a timely mannerLocal Area Expertise:Maintain thorough knowledge of the surrounding geographic area and key points of interestProvide recommendations for dining, entertainment, hotels, and transportation optionsAssist with rideshare app coordination (Uber, Lyft) and taxi servicesOffer information about MARTA public transportation routes and schedulesShare details about Atlanta-area attractions and activitiesMaintain updated knowledge of road closures, traffic patterns, and construction impactsSchedule & Flexibility:Maintain an irregular work schedule as required based on event needsWork weekends, holidays, and extended hours based on facility eventsAdapt to changing shift times and durations based on event requirementsDemonstrate punctuality and reliabilityAdditional Responsibilities:Perform all additional duties, functions, special projects, and responsibilities as assigned by the Public Safety Manager or designeeInteract with other employees and departments in a cooperative mannerStay informed about upcoming events and facility operationsParticipate in training and professional development opportunitiesDemonstrates core values: Integrity, Excellence, Inclusiveness, Respect, Collaboration and Innovation.Performs other duties as assigned.RequirementsMinimum RequirementsEducation/CertificationsHigh school diploma preferredExperienceMinimum two (2) years of customer service experience requiredMinimum one (1) year office experience with one (1) year providing information to the public preferredExperience with multi-line phone systems and front desk operations preferredKnowledge Skills & AbilitiesCOMMUNICATION: Clear verbal and written communication with diverse audiences, including guests, staff, vendors, and managementPROBLEM-SOLVING: Quick thinking and resourcefulness in resolving guest issues efficiently and effectivelyMULTITASKING: Ability to handle multiple inquiries and tasks simultaneously while maintaining quality serviceCULTURAL SENSITIVITY: Respect and accommodation for diverse backgrounds, languages, and needsTEAM COLLABORATION: Works cooperatively with all departments including Public Safety, Operations, Event Services, and ManagementATTENTION TO DETAIL: Accuracy in information provided, documentation maintained, and protocols followedTECHNOLOGY PROFICIENCY: Comfortable learning and utilizing various software platforms, communication tools, and digital systemsCUSTOMER FOCUS: Genuine desire to help others and create positive experiences for all guestsCore CompetenciesIndividual Contributor: Customer Focus, Dealing with Ambiguity, Functional and Technical Skills, Action Oriented and Self Driven.Working ConditionsWorking Environment:Office Environment with occasional tasks in the front drive outside of the buildingRequires use of personal computing equipment, telephone, multi-functioning printer and calculator.After hours and weekend work is often required.Physical Demands:Sitting, standing, walking for the length of the shiftExerts up to 25 lbs. of force occasionallySufficient mobility to move throughout the venue as needed