GWCCA GUEST SERVICES OVERVIEWThe Georgia World Congress Center Authority (GWCCA) Guest Services Operation function is responsible for delivering safe, efficient, and exceptional customer service that support world-class events and guest experiences. Through strong relational oversight, customer experience, and team leadership, Guest Services ensures the Authority provides unconventional guest experiences at the highest standards of quality, safety practices, crowd management, and effective communication. GWCCA GUEST SERVICES SPECIALIST POSITION SUMMARYThe Authority is currently hiring part-time Guest Services Specialist to join Georgia World Congress Center. The Guest Services Specialist is the frontline ambassador primarily responsible for engaging and professionally interacting with customers. Guest Services Specialists handle inquiries, resolve concerns, and provide information or assistance to create a welcoming, helpful, and safe environment for all guests, visitors, and clients of The Authority. The ideal candidate is an individual who possesses strong interpersonal communication, adaptability, customer service skills. Successful candidates embody the Authority's core values of authenticity, accountability, and collaboration while carrying out the essential duties and responsibilities of the position. Candidates under final consideration must complete a criminal history evaluation and drug screening as a condition of employment. GWCCA GUEST SERVICES SPECIALIST WORK ENVIRONMENTFast-paced, professional work environment in a dynamic convention, sports, entertainment, and hospitality venue. Supports event-based business which may require irregular work hours, flexible scheduling, and availability to support evenings, weekends, holidays, and special events based on operational needs. Work performed in varying event facilities and conditions across the Authority's campus (indoors and outdoors).May be expected to perform or respond effectively to changing priorities, time-sensitive operational issues, and emergency situations while maintaining composure under pressure. Requires frequent interaction with large crowds in public venue and event settings while maintaining professionalism, composure, and exceptional customer service. Schedule requires open availability with flexibility to support events as operational needs arise. GWCCA GUEST SERVICES SPECIALIST PHYSICAL DEMANDSThe 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 accommodation may be made to enable individuals with disabilities to perform the essential functions. The ability to lift 50 pounds or more may be required of this position. Employees may endure various degrees of walking, standing, turning, stooping, crouching, kneeling, reaching, pushing and pulling, requiring a full range of body movements. This position may require work inside or outside based on event demand. GWCCA GUEST SERVICES SPECIALIST ESSENTIAL DUTIES and RESPONSIBILITIESDeliver outstanding customer service by warmly welcoming and assisting event attendees with their needs Adhere to company policies, procedures, and guidelines to maintain a high standard of professionalism and service Provide guests with directions to various facility and surrounding area locations Respond to questions and requests from event attendees and other GWCCA departments in a patient, efficient and courteous manner Address guest inquires complaints, or issues promptly and professionally Monitor visitor materials and displays at the information desks Assist ADA patrons when necessary Actively participate in The Authority training programs as required. Accurately document and complete administrative paperwork. Comply with The Authority policies and procedures associated with such programs as risk management, safety, and emergency management. Maintain an ethical and professional image when interacting with internal and external customers in to ensure customer satisfaction. Perform other duties as assigned. Additional Responsibilities and Expectations All employees of the Georgia World Congress Center Authority are expected to demonstrate behaviors aligned with the Authority’s core values of Be Authentic, Be Accountable, and Be One while delivering exceptional service to internal and external customers. Employees are responsible for maintaining a professional image that reflects GWCCA’s commitment to excellence, safety, teamwork, and creating unforgettable experiences. Employees must comply with all GWCCA policies, procedures, safety standards, and training requirements, including timely completion of 100% of assigned mandatory safety, compliance, and role-specific training programs. Employees are expected to actively contribute to a safe, inclusive, and service-focused work environment. This position description is not intended to be an exhaustive list of all duties, responsibilities, skills, or requirements. Responsibilities may be adjusted, expanded, or assigned as needed to support operational priorities and the mission of the Georgia World Congress Center Authority. GWCCA GUEST SERVICES SPECIALIST KNOWLEDGE, SKILLS, and ABILITIESAbility to analyze situations quickly and objectively and to determine proper course of action on own initiative. Ability to develop and maintain effective relationships with employees, other staff, and the public. High degree of integrity and compliance. Self-awareness. Thoroughness in task approach, follow up and completion. Strong oral and written communication skills. Ability to multi-task and work in a fast-paced environment Adapt to various positions and locations around the GWCCAFlexibility to work evenings, weekends, and holidays based on event schedule Must commit to working a minimum of 16 hours per month Physical stamina to stand, walk, and engage in physical activities for extended periods of time Excellent communication and interpersonal skills to interact with diverse individuals Demonstrate reliability, punctuality and strong work ethics Ability to receive instruction for tasks and properly execute tasks with minimal supervision Fundamental technical skills preferredGWCCA GUEST SERVICES SPECIALIST EDUCATION and/or EXPERIENCEMust be at least 18 years old Must possess a high school diploma or GED equivalent; experience may substitute for education College education is preferred but not required Previous experience in customer service, hospitality, or event-related rolesGWCCA GUEST SERVICES SPECIALIST BENEFITSPart-time team members of Georgia World Congress Center Authority benefit from free on-site dining during operating hours, free on-site parking, plus discounted prices on auto insurance, home insurance, technology, travel, attractions and much more! ABOUT GEORGIA WORLD CONGRESS CENTER AUTHORITYJoining GWCCA means helping create moments that matter. We’re a world-class campus seeking passionate people ready to innovate, connect, and make an impact on our community and beyond. Whether front and center or behind the scenes, your work powers the experiences that define events and hospitality in Georgia. Visit www.gwcca.org to learn more about our culture and campus. Georgia World Congress Center Authority is an Equal Opportunity Employer and as such does not discriminate in hiring, promotions, or on terms or conditions of employment because of race, creed, color, sex, age, national origin, ancestry, marital status, eligibility for military service, disability, or for any other illegal purpose.
