Concierge

Description

Job Title: Concierge

Job Family: Convention Center

Type: Classified - Non-Exempt

Job Code:

Department: Public Safety

Salary Grade:

Reports to: Public Safety Manager

Revised: 03/06/2026

Work Modality: On-Site

Job Summary

The Concierge shall be responsible for the coordination of services provided to all visitors to the venue through the Concierge Desk. The Concierge will provide exceptional customer service to include information concerning all aspects of events, assist attendees to make their visit enjoyable and problem-free, and provide clerical and office-related assistance to attendees. This position serves as the face of the venue and plays a critical role in creating a positive, memorable experience for all guests.

Core Responsibilities

CUSTOMER SERVICE & GUEST RELATIONS:

• Utilize positive customer service skills to greet visitors in a pleasant, professional, and efficient manner
• Provide directions to area buildings, attractions, and venue locations
• Share information regarding trade shows, conventions, public shows, and events as required
• Provide event-related information to attendees including schedules, exhibitor locations, and programming details
• Handle guest complaints professionally and escalate as appropriate to management
• Maintain composure during high-volume periods and stressful situations
• Proactively anticipate guest needs and provide solutions
• Create positive memorable experiences that reflect the venue's reputation
• Maintain a pleasant voice, professional attitude, and dress as required

TECHNOLOGY & DIGITAL SERVICES:

• Monitor and respond to digital inquiries through facility apps, websites, and social media platforms
• Operate multi-line phone systems and manage voicemail inquiries
• Utilize event management software and digital directories to provide real-time event information
• Assist guests with mobile check-in, QR code scanning, and digital badge printing systems
• Maintain proficiency with Microsoft Office Suite (Word, Excel, Outlook) for daily operations

SAFETY & EMERGENCY RESPONSE:

• Serve as first point of contact for guest emergencies and incidents
• Assist with elevator emergencies and coordinate with Public Safety team
• Report suspicious activity or safety concerns immediately to Public Safety Manager
• Maintain awareness of emergency evacuation procedures and assembly points
• Monitor and report any facility maintenance issues or hazards
• Follow all safety protocols and emergency procedures

EVENT-SPECIFIC SUPPORT:

• Coordinate with event organizers regarding attendee flow and special accommodation
• Manage lost and found items and maintain organized log system
• Assist with ADA accommodations and mobility device coordination
• Provide language assistance or coordinate translation services when needed
• Handle VIP guest services and special requests
• Support event staff with information distribution and attendee management

ADMINISTRATIVE & OPERATIONAL DUTIES:

• Maintain accurate daily activity logs and incident reports
• Track visitor statistics and attendance patterns
• Manage concierge desk supplies and informational materials inventory
• Coordinate with housekeeping and maintenance for immediate facility needs
• Process and distribute messages, packages, and deliveries for event staff
• Ensure concierge desk area remains clean, organized, and well-stocked
• Complete all required documentation and reports in a timely manner

LOCAL AREA EXPERTISE:

• Maintain thorough knowledge of the surrounding geographic area and key points of interest
• Provide recommendations for dining, entertainment, hotels, and transportation options
• Assist with rideshare app coordination (Uber, Lyft) and taxi services
• Offer information about MARTA public transportation routes and schedules
• Share details about Atlanta-area attractions and activities
• Maintain updated knowledge of road closures, traffic patterns, and construction impacts

SCHEDULE & FLEXIBILITY:

• Maintain an irregular work schedule as required based on event needs
• Work weekends, holidays, and extended hours based on facility events
• Adapt to changing shift times and durations based on event requirements
• Demonstrate punctuality and reliability

ADDITIONAL RESPONSIBILITIES:

• Perform all additional duties, functions, special projects, and responsibilities as assigned by the Public Safety Manager or designee
• Interact with other employees and departments in a cooperative manner
• Stay informed about upcoming events and facility operations
• Participate in training and professional development opportunities
• Demonstrates core values: Integrity, Excellence, Inclusiveness, Respect, Collaboration and Innovation.
• Performs other duties as assigned.

Requirements

Minimum Requirements

Education/Certifications

• High school diploma preferred

Experience

• Minimum two (2) years of customer service experience required
• Minimum one (1) year office experience with one (1) year providing information to the public preferred
• Experience with multi-line phone systems and front desk operations preferred

Knowledge Skills & Abilities

• COMMUNICATION: Clear verbal and written communication with diverse audiences, including guests, staff, vendors, and management
• PROBLEM-SOLVING: Quick thinking and resourcefulness in resolving guest issues efficiently and effectively
• MULTITASKING: Ability to handle multiple inquiries and tasks simultaneously while maintaining quality service
• CULTURAL SENSITIVITY: Respect and accommodation for diverse backgrounds, languages, and needs
• TEAM COLLABORATION: Works cooperatively with all departments including Public Safety, Operations, Event Services, and Management
• ATTENTION TO DETAIL: Accuracy in information provided, documentation maintained, and protocols followed
• TECHNOLOGY PROFICIENCY: Comfortable learning and utilizing various software platforms, communication tools, and digital systems
• CUSTOMER FOCUS: Genuine desire to help others and create positive experiences for all guests

Core Competencies

Individual Contributor:

Customer Focus, Dealing with Ambiguity, Functional and Technical Skills, Action Oriented and Self Driven.

Working Conditions

Working Environment:

• Office Environment with occasional tasks in the front drive outside of the building
• Requires use of personal computing equipment, telephone, multi-functioning printer and calculator.
• After hours and weekend work is often required.

Physical Demands:

• Sitting, standing, walking for the length of the shift
• Exerts up to 25 lbs. of force occasionally
• Sufficient mobility to move throughout the venue as needed