ASM Global, the leader in privately managed public assembly facilities, has an excellent and immediate opening for a Guest Services Representative at the Huntington Convention Center of Cleveland. The Guest Services Representative is the first point of contact and resource for visitors to the connected campus of the Huntington Convention Center. The Guest Services Rep. provides a high level of customer service to assist visitors and Tenant Partners. Guest Services must be able to work flexible hours including evenings and weekends in addition to normal business hours.

Essential Duties and Responsibilities
-Greeting and Assisting Visitors
-Greets and directs on-site visitors with way finding inside and external to the connected campus areas
-Answers questions about Cleveland Convention Center
-Obtains wheelchairs for guests who require or request them
-Maintains safe, attractive environment

-Corrects or reports any safety, maintenance and cleaning needs immediately upon identification
-Contacts security to prevent and/or de-escalate potentially difficult situations

Maintains highest level of customer service
* Resolves basic visitor issues and complaints and directs non-basic complaints and issues to appropriate department head as directed.

* Welcomes, acknowledges and thanks all guests for visiting the HCCC.

* Anticipates and addresses guests' service needs, providing concierge services to all visitors of the HCCC.

* Assists individuals with disabilities including but not limited to providing and signing out of available wheelchairs

* Assist in the safety and security of the patrons who visit the HCCC.

* Communicates event information to guests as requested.

* Conducts routine property walks and inspections as assigned

* Locks and unlocks HCCC doors as necessary (consider omitting or updating to communicates to appropriate department the need for HCCC doors to be locked or unlocked as necessary.)

* Responds to emergency situations and assists in directing employees and visitors to the appropriate exits and/or refuge points.

* Completes detailed reports on activity during shift and maintains daily log of activities.

* Answers and retrieves messages from phones located at guest service kiosks and provides information and/or routes calls to appropriate departments.

* Follows all company policies and procedures and reports accidents, injuries, and any unsafe work conditions to the appropriate department head.

* Creates and maintains electronic logs and spreadsheets as assigned.

* Prints and distributes daily event schedules as necessary.

* Assists in the coordination and communication of valet services and other guest services as assigned.

* Performs other duties and assignments as required.
*Resolves simple visitor issues or complaints
* Tracks number of daily visitors and logs all issues/complaints
* Supplies guests, and employees, directions and information regarding activities occurring within the HCCC as well as local points of interest in a courteous and helpful manner.
 

Qualifications
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 equivalent required
1 year experience in face-to-face customer service preferred

Skills and Abilities
-Excellent customer service skills
-Excellent communication skills
-Excellent skill in interacting with variety of visitors and utilizing well-developed critical thinking skills to prevent potential and/or solve occurring problems to produce a positive outcome
-Ability to learn and retain knowledge of GCHI suites and articulate to all levels of visitor understanding
-Ability to retrieve daily computerized list of events
-Professional presentation, appearance and work ethic
-Ability to work as a team member
-Ability to work independently without direct supervision
-Ability to work flexible and extended hours including evenings and week-ends in addition to normal business hours
-Ability and willingness to work irregular hours dependent upon facility and event needs, including but not limited to evenings, nights, weekends, and

holidays.

Computer Skills
To perform this job successfully, an individual should be proficient in Microsoft Outlook, Word, and Excel.

Physical Demands and Working Conditions
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:
-Walk and/or stand frequently
-Climb Stairs occasionally
-Kneel occasionally
-Lift a maximum of 20 pounds occasionally
-Reach above and below waist level occasionally
-Vision, hearing and speech frequently for public communications, public speaking, judging distances, reading signs, listening to others in a public forum/ noisy atmosphere.

NOTE: The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or

implies that these are the only duties to be performed by the employee

occupying this position.

Applicants that need reasonable accommodations to complete the application process may contact:
Cheryl Giardini, HR Manager
Huntington Convention Center of Cleveland
1 St. Claire Avenue NE Cleveland, OH 44114
216.928.1600

ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.