Conference Center Customer Service Specialist
*Description/Job Summary* *Job Overview:* The Sr. Unit Clerk will complete the clerical tasks assigned by the supervisor in accordance with corporate guidelines. Provide accurate, friendly quality service to customers/clients when processing customer/client transactions. The general responsibilities of the position include those listed below, but Sodexo may identify other responsibilities of the position. These responsibilities may differ among accounts, depending on business necessities and client requirements. */General Responsibilities:/* * Performs routine and varied clerical duties in accordance with standard procedures. * Performs activities such as photocopying, compiling records, filing, tabulating, posting information and scheduling appointments. * Writes types or enters information into computer to prepare correspondence. * Prepare issues and sends out receipts, bills, policies, invoices, statements and checks. * Maintains records, prepares forms, verifies information and resolves routine problems. * Conducts research when necessary. * Operates various office machines. * Opens and routes incoming mail, answers correspondence and prepares outgoing mail. * Answers telephone, conveys messages and runs errands. * May receive, count and deposit cash, as needed. * May include human resources functions (including benefit administration, personnel action forms and payroll processing) for the unit as well as the district and region. * Complies with all company safety and risk management policies and procedures. * Reports all accidents and injuries in a timely manner. * Participates in regular safety meetings, safety training and hazard assessments. * Attends training programs (classroom and virtual) as designated. * Serves as a lead unit clerk performing more advanced non-routine varied clerical duties in accordance with standard procedures. * Multi-tasks performing activities such as photocopying, compiling records, filing, tabulating, posting information and scheduling appointments. * May perform general accounting and complete Sodexo financial reports according to Sodexo policy and procedures. * May perform accounting and financial functions for multiple units. * May perform other duties and responsibilities as assigned. * /Job Qualifications:/* */Experience/Knowledge:/* * High School diploma, GED, or equivalent experience. * 3 or more years related experience. * /Skills/Aptitude:/* * Presents self in a highly professional manner to others and understands that honesty and ethics are essential. * Ability to maintain a positive attitude. * Ability to communicate with co-workers and other departments with professionalism and respect. * Maintains a professional relationship with all coworkers, vendor representatives, supervisors, managers, customers, and client representatives. * Must have basic phone and computer skills (email, texting, etc.). * /License/Qualifications/* *Certifications:* None. */General Qualifications:/* * Willingness to be open to learning and growing. * Maturity of judgment and behavior. * Maintains high standards for work areas and appearance. * Maintains a positive attitude. * Ability to work a flexible schedule helpful. * Must comply with any dress code requirements. * Must be able to work nights, weekends and some holidays. * Attends work and shows up for scheduled shift on time with satisfactory regularity. */Physical Requirements:/* * Close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus, with or without corrective lenses. * Significant walking or other means of mobility. * Ability to work in a standing position for long periods of time (up to 8 hours). * Ability to reach, bend, stoop, push and/or pull, and frequently lift up to 35 pounds and occasionally lift/move 40 pounds. */Working Conditions (may add additional conditions specific to defined work location):/* * Generally in an indoor setting; however, may supervise outside activities and events. * Varying schedule to include evenings, holidays, weekends and extended hours as business dictates. * While performing the duties of this job, the employee is primarily in a controlled, temperate environment; however, may be exposed to heat/cold during support of outside activities. * The noise level in the work environment is usually moderate to loud. * Details* Internal Conference Center in a corporate setting at the national headquarters of a major financial institution in downtown DC, looking for a Conference Center Customer Service Specialist, to coordinate all meeting and event activity, from the initial inquiry for meeting space, through all of the planning staged, to the final on-site event execution. This is an hourly, non-exempt position. Rate is $ 20 per hour. Overall Responsibilities: The primary responsibility of a Conference Center Customer Service Specialist is to provide the highest quality of service to our clients and guests. Under indirect supervision, designs, establishes, and oversees planning needs of multiple, complex, and widely distributed meetings, events, conferences, and/or other events, along with the set up of meeting rooms and maintenance of public space. The Conference Center Customer Service Specialist works with customers directly to ensure satisfaction in such areas as quality, service and problem resolution. He/She serves as the lead liaison between event planners and customers with the Conference Center staff and supporting departments. Essential Functions: Event Planning and Execution: Consults with customers to determine objectives and requirements for events. Participates in the planning and establishment of goals and objectives for meetings, conferences, and/or events. Takes into consideration program/event histories. Books & reserves meeting space and coordinates event details. Provides a 'one stop shop for all telecommunication, audio visual, furniture and catering requests Consistently follows established procedures for event planning: including customer communications; formal acknowledgements to customer requests; reservation confirmations; and outlining services within the time line parameters established by the client. In addition, documentation is thoroughly detailed through Confirmations; Work Orders and BEO s for events. Assures prompt and continuous telephone coverage for all incoming calls to the Conference Center Ensures execution of meetings and events matches the schedule and event order specifications, meeting and exceeding customer expectations. Maintains flexibility with on-site changes. Responds quickly to last minute requests or special needs that arise as meetings are in progress. Speaks with attendees and resolves complaints to maintain goodwill and be proactive in resolving challenges. Provides all support services for events (which may include but are not limited to: communication of updates for support departments; tracking and delivery of meeting materials; assistance with printing and copying needs; coordination of taxi and shuttle requests) Assists operating support departments and provides back up support to other team members, as needed, to ensure service standards are maintained Has thorough knowledge of conference facilities, audio visual and technology required to support meetings: LCD Projectors, Microphones, Video Conferencing equipment, Audio Conference options, etc, as well as internet connectivity and other presentation or communication devices, where applicable Communicates with AV Technicians, Porters, Foodservice team, Facilities and Building Management teams; etc to coordinate efficient execution of all services Maintains records of events as needed (meeting histories; on site changes; actual attendance; no shows and cancellations; etc) Organizes and manages multiple tasks in a timely fashion and consistently, with aptitude and diplomacy Has a comprehensive knowledge and understanding of the meeting and event planning principles, requirements, procedures and available resources. Maintains log books to document incoming & outgoing customer materials; equipment rentals & deliveries; maintenance needs (engineering & service requests) & inspections. Client and Customer Satisfaction: Offers superior customer service to all guests and clients Ensures effective professional and thorough communication to customers and to support departments Provides value added services and resources to the client Human Resource Management: Follows the Human Resources Standard Operating Procedures, as set forth by Sodexo Conferencing Motivates co-workers by inspiring them to achieve the highest performance levels Maintains a team spirit through consistent display of support Attends the safety, all employee, and daily operations meetings. Leadership and Managerial Skills: Demonstrates proactive, enthusiastic attitude in accomplishing goals Recognizes the need for and demonstrates excellent communication and listening skills with clients, customers and team members Follows the principles of managing by example to maintain contact with clients, customers and associates Represents Sodexo Conferencing professionally and ethically at all times Acts as a positive role model Demonstrates organizational and effective time management skills Other: Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular time and attendance will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the conference center. In addition, attendance at all scheduled training sessions and meetings is required. Upon employment, all employees are required to fully comply with company rules and regulations for the safe and effective operation of the facilities. Employees who violate Sodexo or client rules and regulations will be subject to disciplinary action, up to and including termination of employment. Supportive Functions: In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the conference center: Specific Job Knowledge, Skills and Abilities: The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using these skills: Requires excellent communication skills in English, both verbal and written, to consistently guarantee an effective communication process. Requires extensive knowledge of the multiple facets of event planning & coordination, and supporting service standards. Must have excellent customer relations skills and leadership capability, including a demonstration of diplomacy in the workplace. Must be detail oriented with outstanding time management skills. Must possess advanced computer and Internet skills. Qualification Standards: Education High school or equivalent education required. Experience: Event planning knowledge with hotel or conference center experience preferred. Physical Demands: Must be able to walk and stand up to 12 hours per day. Length of time of these tasks may vary from day to day and task to task; Must be able to safely lift up to 30 lbs regularly; Requires grasping, typing, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity; Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.