Position Overview

Act as liaison between Encore hotel and client. Provide guests with information and support in a professional and friendly manner while building relationships to ensure a high quality experience. This position will report to Director, Event Technology.

Key Job Responsibilities

Customer Contact

Acknowledge and interact with customers while maintaining a pleasant and professional image. Build relationships with customers to establish trust and open communication. Pro-actively identify potential issues and provides solutions to client’s concerns. Respond quickly to questions and requests and handle service problems politely and efficiently.

Communication

Display clear and concise verbal and written skills. Communicate technical information effectively to non-technical audiences and presents information in skillful and enthusiastic manner. Demonstrate effective listening skills. Relay necessary information to other team members regarding customers.

Billing

Communicate billing information to clients, resolves billing concerns and obtain signatures. Convey and enter billing changes and communicate billing challenges to appropriate Encore team members.

Operational Support

Provide on-floor technical support when necessary during extremely heavy business times. Assist with sets, strikes and operation of equipment in accordance with Encore standards. Demonstrate knowledge of hotel and facility services.

Job Qualifications

• High School Diploma is required. Bachelor’s degree is preferred.
• 1-2 years customer service experience is preferred.
• Proficiency with computer software and programs, including the Internet and Microsoft Office.
• Working knowledge of basic audio visual equipment is preferred.
• Strong written and oral communication skills.
• Strong client relationship-building skills.
• Ability to multi-task and work well under pressure.

Competencies

• Attention to Communication
• Exceeds Customer Expectations
• Concern for Quality
• Problem Solving
• Teamwork

Work Environment

Work is performed in a hotel/convention center environment with moderate exposure to outdoor temperatures. Working conditions will vary between moderately quiet to noisy volumes. Team members will be in contact with high-end audio visual equipment and electrical components, and will be exposed to heights via lifts and ladders. Team members may work in multiple hotel locations. Working times include irregular hours and on-call status including days, evenings, weekends and holidays. Team members must adhere to appearance guidelines as defined by Encore based on an individual hotel or a representation of hotels in that city or area.