Guest Relations Specialist

Job Description

Job Description

Job Title: Guest Relations Specialist

Department: Guest Relations/Conference and Events Services

Reports To: Guest Services Supervisor (Director of Conference and Events)

Primary Function:

The Guest Relations Specialist serves as the primary point of contact for visitors, students, and staff at the university. This role ensures a welcoming environment by managing guest relations, assisting with directions and inquiries, and monitoring campus protocols. The ideal candidate will work to ensure that visitors, along with students, faculty, staff and administrators have a positive visit to Point Park University and are greeted warmly. Exceptional customer service is a must with a focus on excellent communication skills. This role is classified as essential to University operations, maintaining 24/7 coverage.

Qualifications:

• High school diploma or equivalent required; associate or bachelor's degree in hospitality or a related field preferred.
• Previous experience in customer service or concierge roles preferred.
• Strong communication and interpersonal skills.
• Ability to handle stressful situations with professionalism and composure.
• Basic knowledge of emergency procedures.
• Proficiency in Microsoft Office and ability to learn campus software.
• Ability to learn other university software as required
• Ability to stand and walk for extended periods and perform light physical tasks.
• Availability to work flexible hours, including evenings, weekends and holidays as needed.
• Availability to work variety of shifts
• Reliable transportation

Key Responsibilities:

1. Serve as the university's front-line representative for guests, students, and faculty, providing exceptional customer service.
2. Serve as a welcoming and knowledgeable first point of contact for prospective students and their families visiting the Welcome Center, providing personalized campus guidance and wayfinding support.
3. Essential Employee Designation: This position is classified as essential to University operations. The employee is expected to report to work as directed during university closures, delayed openings, emergency conditions, severe weather, or other situations requiring continued on-campus operations.
4. Partner with Conference and Events Services and other university departments such as Admissions, to ensure a seamless and engaging experience during events (recruiting, information sessions, campus tours, etc.), by assisting with guest flow and delivering exceptional service throughout each visit.
5. Assist with wayfinding and general inquiries, ensuring a seamless guest experience.
6. Answer the university switchboard and assist callers, ability to transfer calls and/or answer general questions
7. Assist in emergency response situations by guiding guests and students to safety and reporting concerns to appropriate authorities.
8. Maintain records of visitor logs.
9. Ability to work in a team environment.
10. Assist in programming digital display signage across campus
11. Assist in creating and maintaining directional signage for events across campus
12. Other duties as assigned by the Director Conference and Events and/or supervisor