Guest Services Ambassador

MAJOR ACCOUNTABILITIES include the following. Other duties may be assigned.

 Create a memorable experience for all guests who enter the MCCNO.

• Ensure messaging is consistent and is in line with directions given by the Supervisor/Manager.
• Respond to guest inquiries and concerns promptly and with courtesy.
• Build relationships by engaging guests and clients in assigned areas by conducting authentic, personable conversations.

Provide exceptional customer service for all guests who enter the MCCNO. 

• Offer assistance to internal and external guests.
• Receive oral or written complaints or comments from guests and respond accordingly.
• Maintain a level of patience with guests (complaints, lost items, general directions).
• Escort guests as requested to areas on property.

Provide exceptional internal and external communication to persons who enter MCCNO.

• Communicate effectively with internal and external guests of MCCNO.
• Communicate directions correctly to and from all areas of the MCCNO.
• Communicate facility updates as requested by/to Senior Event Managers, Event Managers, and Coordinators pertaining to ones assigned area(s).

Maintain current knowledge of the MCCNO procedures and guest-related information including, but not limited to:

• Facility general information.
• Building operating procedures.
• General event information.
• Taxi/Transportation assistance.
• Airport information.
• New Orleans area.
• Lost Items hold, assistance, and return.
• Incident reporting.

Maintain current knowledge of emergency procedures and safety procedures for the MCCNO.

• Respond appropriately to emergency situations.
• Respond to safety hazards according to MCCNO procedures. Examples include, but are not limited to: water on floor, objects inadvertently blocking doors, electrical cords removed or taped and misplaced furniture.
• Lead the emergency procedures safety briefing for staff members in assigned working area (as required).

 Patrol assigned areas checking for safety hazards and document any irregularities found. 

• Examine doors, windows and gates to determine that they are secure and have not been tampered with.
• Ensure that all lights and equipment are turned off in areas that are not in operation.
• Warn violators of rule infractions, report infractions and escort persons engaging in suspicious and/or criminal behavior off the premises.
• Maintain the general presentation of the assigned areas by appropriately notifying departments responsible. i.e., doors, lights, escalators, trash cans, restrooms, etc.

 Report and log data on unusual occurrences such as property damage, injuries, theft, etc., and create detailed incident reports in a timely manner. 

• Gather information by interviewing and obtaining statements from victims, witnesses and suspects.
• Prepare incident reports in a reasonable amount of time and free from errors.
• Provide oral and written updates to Public Safety and Event Services Departments (as required).

OTHER SKILLS AND ABILITIES

Work extended/irregular hours as necessary including nights, weekends and holidays.

Professionally interact with diverse groups of people in high pressure situations.  Interfacing with guests by moving with a crowd or large group is required.

Communicate clearly and effectively via various mediums, including but not limited to writing, e-mail, phone, and radio.

Able to respond quickly, courteously, and efficiently to any guest request or concern. 

COMPUTER SKILLS

Must have a basic proficiency in Microsoft Word and Outlook familiar with internet operations and have basic knowledge of IPAD use.

OTHER QUALIFICATIONS

Must have reliable transportation.

A Valid Driver’s license with no more than two moving violations in a twelve month period is preferred.