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Guest Experience Manager
ASM Global - Long Beach, CA
posted 2 months ago
About the position
The Guest Experience Manager at ASM Global is responsible for enhancing the overall experience of guests at the Long Beach Convention & Entertainment Center. This role involves building client relationships, resolving technical issues, managing orders and billing, and providing on-site support during events. The position requires strong communication skills and a customer service background, with a focus on ensuring client satisfaction and compliance with company policies.
Responsibilities
- Consult with clients on their internet, telephony, and digital signage needs.
- Sell digital marketing signage including E-Posters and Prom Digital Signage.
- Identify, research, and resolve technical issues related to internet connections for exhibitors.
- Gather technical requirements from customers, including ssid's, passwords, and floor plans.
- Provide costs and quotes to customers, process orders, and collect payments due.
- Provide desk support at show sites when necessary.
- Research previous event history using company databases.
- Build and update detailed quotes for clients, ensuring accuracy and timely revisions.
- Maintain detailed and up-to-date records of orders in the company database.
- Resolve customer billing issues and suggest additional services when appropriate.
- Fully understand and use the company's proprietary software system.
- Ensure compliance with all company policies.
- Proactively coordinate with customers for service approval before and during shows.
- Prepare reports for show sites and analyze customer surveys for feedback.
- Communicate effectively with team members across departments on customer sales and service issues.
Requirements
- Bachelor's degree preferred.
- 2-3 years of experience in customer service, sales, technology support, logistics, or project management.
- Strong written and oral communication skills.
- Organized with strong time management skills.
- Ability to work independently and make decisions with minimal supervision.
- Working knowledge of Microsoft Office (Word and Excel) and hospitality/catering software.
Nice-to-haves
- Knowledge of tradeshow and event management.
- Experience working with diverse clients and professionals.
Benefits
- Competitive salary with commission opportunities.
- Flexible work schedule including occasional evenings, weekends, and holidays.
