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Attendee Concierge

POSITION OVERVIEW

The Attendee Concierge is a customer facing role that requires exceptional verbal and written skills, high attention to detail and superb customer service aptitude. The attendee concierge team is responsible for all customer service functions at events and conferences, including: Registration, lodging, communications, program planning and administrative initiatives.

QUALIFICATIONS / SKILLS

  • Degree (preferred) or diploma in communications, administration, or similar discipline
  • 4+ years in an administrative and customer facing role
  • 4+ years of writing experience
  • Must be comfortable working in registration software and event software
  • Superior verbal and written communication skills and business acumen
  • Critical and strategic thinking with the ability to evaluate every aspect of a situation
  • Solution oriented approach and the ability to proactively identify problems and opportunities, and action them appropriately with minimal supervision
  • Adapts to working with different positions on the team when required
  • Works well under pressure, able to meet competing deadlines and work on multiple projects simultaneously
  • A team player who is able to collaborate with a group and who respects and values other perspectives
  • Highly organized and detail oriented
  • Respect the need for confidentiality and the sensitivity of information

RESPONSIBILITIES

  • Registration: Assist and register attendees through our bespoke online registration platform
  • Customer service: Provide prompt and accurate responses to all attendee enquiries for all conferences and events with the intent to surprise and delight in every interaction
  • Administration: Daily data entry, upkeep and reporting into bespoke database systems
  • Reporting: Coordinate and produce weekly registration and lodging reports, statistics, pick-up reports, and month-end financial reporting
  • Hotel management: Liaise with hotel contacts, assist with hotel contracting and room block coordination
  • Logistics: Assist with preparing for onsite registration and information desk. Including name badge production, welcome packages, check-in procedures, daily communications and attendee queries
  • Conference materials: Assist with writing materials, guides, conference logistics emails, and invitations
  • Budget management: Development, maintenance, reporting, invoicing and reconciliation
  • Critical path: Strict adherence to project timelines and deliverables
  • Stakeholder management: Interface with stakeholders to facilitate registration and lodging needs, as well as educate and make recommendations to improve the attendee experience
  • Process: Discipline of internal policies and procedures
  • Vendor management: Liaise all aspects of vendor relationships, including RFP and contracting processes, quality control, change orders, and day-to-day communications
  • Communications: Adhere to branding and identity guidelines when composing all internal and external communication
  • Leadership: Help to train and lead onsite support staff
  • Other duties and special projects as may be assigned from time to time
  • Willingness to contribute however possible to ensure the overall effectiveness of position
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