Guest Services Associate

Guest Services Associate

The Guest Services Associate ("GSA") is responsible for providing excellent customer service by assisting visitors, clients, and exhibitors during events. This role includes greeting guests, responding to inquiries, and sharing information about MCCA facilities, events, and local recommendations. The GSA uses iPads and digital tools to navigate applications, provide accurate event details, and communicate with staff. Additionally, the position requires proactive problem-solving and support for event logistics, ensuring a smooth and enjoyable experience for all guests. The Guest Services Manager may designate various other activities. The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time for any reason, including reasonable accommodation.

Essential Duties & Responsibilities:

• Ensure all visitors, clients, and exhibitors feel welcomed, valued, and supported through courteous, timely, and professional interactions
• Respond promptly to all questions from visitors, clients, contractors, and other MCCA departments, ensuring they receive accurate information and directions
• Use iPads and mobile devices to access and share relevant information about MCCA facilities, directions, and events with visitors
• Coordinate with MCCA staff via cell phone and other communication channels to address any issues or concerns that arise
• Provide on-the-ground support during events, ensuring visitors and exhibitors have access to necessary information, resources, and guidance
• Actively promote an inclusive workplace environment that values and allows all individuals to feel welcome, supported, and able to contribute to the fullest potential
• Perform other work-related duties as directed by manager/supervisor

Supervision is provided by the Guest Services Manager and includes training, coaching, performance evaluation, and inspection of work. Knowledge, skills, and abilities required to perform this job successfully include:

• Ability to create a welcoming experience for visitors through positive interactions, strong verbal communication, and clear, accurate information delivery
• Quick to learn and knowledgeable about MCCA facilities, events, and local recommendations, with the ability to effectively use iPads and digital tools to navigate applications and communicate in a fast-paced environment
• Proactive, adaptable, and capable of anticipating guest needs, resolving issues efficiently, and collaborating effectively with the team
• Comfortable standing for extended periods with or without reasonable accommodation

Education/Experience:

• A degree or completed coursework in customer service, hospitality, event management, or a related field is preferred
• A minimum of two years of professional work experience preferred

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. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. All shifts are to be completed as scheduled, regardless of weather conditions. The work schedule for this position typically fluctuates based upon the needs of a particular event or project, which would require the ability to work a flexible schedule including late nights, early mornings, long days, weekends, and holidays. Travel to other MCCA facilities may be required. Shift times may be altered to coincide with changes to event hours. Provided uniform is expected to be worn in appropriate manner and kept in good, clean condition. In order to project the dignity and decorum expected by the public, appropriate dress and good grooming are expected of all employees.

Massachusetts Convention Center Authority