Guest & Event Services Coordinator

at  Provincial

Are you ready to step into a new and exciting career?
You need events experience to thrive in this role! We are looking for individuals from customer service and hospitality backgrounds to join our team.
We are recruiting a Guest & Event Services Coordinator for a corporate client in Ballsbridge.
This is an exciting opportunity to build on your event and customer service experience in a dynamic and diverse programme.

SKILLS AND ATTRIBUTES NEEDED:

• The chosen candidate shall have a minimum of two years’ experience within a similar level position, preferably in an event agency, in-house events team, business or hospitality setting.
• Excellent oral and written communication skills and familiarity with using online work systems or databases.
• Intermediate to advanced understanding of Microsoft Office and Google platforms.
• Good financial acumen and an understanding of forecasting, budgeting and financial reconciliation.
• Effectively manage your own time on a day to day basis emphasizing where your contribution will add the most significant value.
• Understand the end-to-end lifecycle involved with delivering an event, utilizing a project management approach to diligently plan all aspects.
• Must be highly customer service orientated.
• Display composure in high-pressure situations and be comfortable making dynamic decisions within a fast-paced and changing environment.
• Confidence to verbally present operational/tactical suggestions, solutions and updates to senior client stakeholders.
• Takes pride in themselves and always conducts themselves in a professional manner and leads by example.
• Confident, friendly, empathetic and comfortable engaging with members of the public.
• Ability to maintain professional composure when dealing with unusual and stressful
• circumstances.
• Naturally proactive with the ability to think on their feet.
• A team player; always willing to go the extra mile and help others.
• A keen eye for detail and excellent time management skills.
• Selfless work ethic and a keen collaborator
• Ability to contribute in analytical planning, critical review and problem solving.
• Able to communicate clearly and confidently with other people to build empathy and rapport.
• Ability to interact effectively at various social levels, across all levels of an organization including senior leadership and across diverse cultures.
• Action orientated with a passion for getting things done quickly, efficiently and properly.
• Ability to stand throughout the duration of the shift and willingness to work varied shifts to support event operations.
• Able to travel within your Region for periods of one week or more.

SKILLS AND ATTRIBUTES DESIRED:

• Have a good understanding of event security and the risk assessment process associated with running high profile or complex events involving external attendees.
• Previous experience of coordinating and supervising geographically diverse teams.
• Knowledge of project management software.
• Ability to communicate in a second language.

ADDITIONAL INFORMATION:

• On occasion the candidate may be asked to travel to other locations or regions to attend training or support international event operations.
• This job description is subject to change to meet the evolving needs of the client’s operations.

They will work collaboratively with regional event security teams to provide the planning and operational support that optimizes the event guest experience.
This role will primarily support the client’s highest profile and/or most complex events as well as strategically important partner programs and will therefore regularly interact with senior event stakeholders. The role will also involve close collaboration with internal partners and external agency teams involved in the planning and operational delivery of these events.
The individual will therefore need to possess a strong event management skill set, be highly customer service orientated and as the subject matter expert for all aspects of the event guests’ experience, provide effective advice, counsel and operational recommendations.
The individual must always lead by example, display professionalism and composure in high-pressure situations and be comfortable making dynamic decisions within a fast-paced environment. Above all, they must deliver value & impact throughout the lifecycle of an event.

The Guest & Event Services Coordinator is responsible for ensuring all functions mentioned below are carried out efficiently and effectively:

• Have a detailed understanding of, and uphold the Client’s core values and culture and work during all interactions.
• Deliver guest management and event support in line with policies, event SOPs and global procedures.
• Support the effective triaging of events to identify in scope activity for guest and event services support and coordinate the host response with security colleagues and partner teams.
• Support and facilitate the handover of lower profile (out of scope) events to internal partner and local security teams to ensure event stakeholders remain supported with their requirements.
• Project manage the end to end planning process relating to the event guest experience, focusing on event staffing, access control for event attendees, the registration and accreditation process, stewarding and logistics during the event and attendee egress.
• In collaboration with other PSO teams, prepare and review event operational plans with a view to identifying risks and hazards and putting in place mitigation that reduces or removes these risks to ensure the event provides a safe and secure environment for everyone attending.
• In line with the event profile and risk assessment, provide recommendations for the proportionate and cost-effective deployment of external event staff and brand ambassadors to optimize the guest experience.
• Support the planning and/or attendance of site inspections and venue reconnaissance to assist the planning and operational details of an event.
• Provide advice and recommendations to local and regional PSO front-of-house teams relating to event guest management, accreditation best practices and event logistics for onsite events that might sit beyond the day-to-day capabilities of those teams.
• Provide ‘hands-on’ operational resilience and support to PSO front-of-house teams relating to the management and onsite registration of external guests.
• Promote the external Brand Ambassador program and proactively work with event hosts to forecast any external event staffing and support requirements for upcoming events.
• Liaise with external event agencies, staffing vendors and any other third party to meet all operational requirements to drive effective and efficient event planning.
• Facilitate the booking of external event staff and brand ambassadors, ensuring the assignment instructions are clear and all staff will meet the standards required for their deployment.
• Support PO and invoicing process to ensure compliance with internal financial policy and expedite the effective management of commercial transactions between the client and vendor.
• Maintain the highest standards regarding the deployment of external event staff and be accountable for the service levels delivered ensuring only the highest levels of customer service are provided.
• Contribute to, or lead on the preparation and delivery of external event staff briefings, ensuring their assignment instructions are precise and all personnel understand expected standards.
• Drive the post-event evaluation and debrief process with event hosts to ensure every event is measured, learning and best practices are recorded and conveyed.
• Maintain event trackers, complete event reports and provide event metrics as required.
• Report any incidents which may occur during events, following the correct procedures and escalation protocols.
• Respond to and support all other requests from event security leadership or the Guest & Event Services Lead.
• Respond to and support all other requests from the individual’s vendor organization, the Guest & Event Services Lead or global event security leadership.