Premium Services Manager

ABOUT THE BJCC

For over 50 years, the Birmingham-Jefferson Convention Complex (BJCC) has served as a premier entertainment destination attracting a broad array of events across a diverse collection of venues. Centrally located in the heart of Birmingham, Alabama’s Uptown Entertainment District, the BJCC campus includes Legacy Arena at the BJCC, Protective Stadium, BJCC Concert Hall, over 220,000 square feet of meeting & exhibition space, and City Walk BHAM, a 31-acre public outdoor space with a dog park, pickleball courts, skate park and much more.  For more information visit www.bjcc.org. 

Summary/Objective 
The Premium Services Manager is responsible for managing all aspects of the facilities premium services experience. Responsibilities include building relationships with current and potential premium suite and club customers to provide exceptional customer service and drive the overall experience of our luxury suite and premium seating at Protective Stadium and Legacy Arena. The incumbent will network and work closely with clients, referrals, and businesses to sale, renew, upgrade premium offerings. This position manages the premium business aspect and guest services needs of the complex. 

Essential Duties/Responsibilities  

Demonstrates understanding and full performance ability in each of the following:

• Manages and oversees all suite, club and VIP annual and event sales and licensing including opt-in program.
• Manages and coordinates the provision of ticketing and parking to suite, club and VIP patrons.
• Manages and coordinates the provision of all services to suite holders and patrons including Food & Beverage, security, housekeeping, maintenance, etc.  
• Supports the Executive Assistant with the provision of Board of Directors members, guests and other VIP’s tickets, parking assignments and other services
• Provide upscale service experiences for clients and guests throughout their visit, analyzing customer feedback to suggest improvement strategies. 
• Responsible for oversight of Protective Stadium and Legacy Arena Club and Suites contract services. 
• Responsible for maximizing revenue by building relationships to procure sales of BJCC premium products including multi-year luxury suite rentals, single event luxury suite/seat rentals, multi-year and single event club rental agreements and season tickets for applicable events. 
• Provide exemplary, proactive customer service to all premium seating clients; oversee game day staff in suite entrance and premium areas.
• Exceed weekly, monthly & yearly ticket sales goals. 
• Handle incoming calls and inquiries from sales prospects and existing clients. Conduct VIP tours with potential prospect sales candidates. 
• Serves as the main point of contact for current suite and club seat members purchasing tickets for Protective Stadium and Legacy Arena
• Provides on-going communication and problem resolution for premium guests during all phases of an event. Investigates and resolves customer problems with deliveries. 
• Assist ticketing with guest services problem resolution including ticketing issues and ticketing processing/order fulfillment and returns. 
• Processing of premium seating/suite order for all events when applicable. 
• Acts as a liaison between internal and external partners such as security, event management, maintenance etc. to coordinate to deliver premium level guest satisfaction for events. 
• Maintain suite sales CRM software to manager customer accounts as required.  
• Assists in accounting functions associated with premium sales orders. 
• Responsible for game/event day duties as needed for premium sales, guests’ services and box office/will call.
• Gain knowledge of premium seat clientele in order to provide excellent customer service. 
• Basic working knowledge of Ticketmaster/Archtics in order to answer seating, relocation and guests service questions for guests and promoters.
• Identify and agree with Director of Ticketing and/or Event Manager on premium service plans ahead of event. 
• Intermediate knowledge of emergency and safety procedures for the BJCC in all matters, including emergency situations (such as weather, active shooter and other terroristic-type events) and safety hazards (i.e., water on floor, objects blocking doors, or electrical cords exposed or untapped in traffic routes).  Examples of knowledge in this area include effectively assisting guests to safe locations in the event of an evacuation, based on company policy and management instruction.
• Coordinate and manage large volume of call and customer inquiries regarding shows and events. 
• Manage and coordinate tickets, parking passes, and gift distribution for suite and club seat holders. 
• Assist in the coordination and follow-through of various marketing activities, including mass distribution of event notices and premium account holders as needed. 
• Coordinate and manage large volume of call and customer inquiries regarding premium services. 
• Interacts with premium guests to obtain feedback on event quality and service levels. 
• Develops strategies to assist guests in providing high levels of premium services. 
• Proactively provide suggestions for improving the premium services experience. . 
• Performs other duties as required. 

Competencies
Accountability, Interpersonal Skills, Customer Service, Communication, Active Listening, Conflict Management, Project Management, Detail Orientated, Technical Skills, Financial Administration, Product Expertise, Program Management, Problem Solving, Delegation, Business Alignment, Organizational Skills, Fiscal Accountability, Training and Development.

Work Environment
This position may have a moderate to extensive stress level associated with dealing with crowds of public visitors. The environment is mainly indoors, however position may be required to work outdoors and exposed to the elements (heat, rain, etc.).  

Physical Demands

Duties require extended periods of sitting and/or standing. Moderate amount of physical effort such as walking, standing, climbing, bending, stooping, squatting, and kneeling. Requires walking between venues for extended periods of time during events. Ability to lift up to 30lbs with or without assistance, while maintaining good balance. Must be flexible enough to reach above shoulder level and be able to push and pull for brief periods of time. Visual acuity, speech recognition, and speech clarity. 

Position Type/Expected Hours of Work
This is a full-time position; hours of work must be flexible and varied to meet the demands of the events of the facility. Must be able to work extended and/or irregular hours including day, nights, weekends, and holidays, as needed to meet the event demands.

Required Education and Experience

• Minimum of five (5) years related knowledge, experience, and skills in management, sales, customer service management or a similar position. 
• Bachelor’s degree from an accredited college or university with an emphasis business administration, hospitality, or public administration or equivalent combination of education and experience is preferred. 
• Valid State of Alabama Driver License. 

Additional Eligibility Qualifications

• Proven track record of success in customer service and/or managed sales.
• Ability of working in stressful situation and remain flexible to adjust as situations change. 
• Must be able to anticipate problems, resolve conflicts and implement immediate corrective action with excellent problem-solving skills.
• Ability to meet premium seating and box service goals.
• Capable of multi-tasking, excellent time-management, prioritizing skills and detail oriented. 
• Ability to work cooperatively with co-workers and provide good internal and external customer service.
• Excellent interpersonal skills with ability to connect with, and relate to, all levels of management and clientele. 
• Ability to write, comprehend, disseminate reports and business correspondence. 
• Excellent written and verbal communication skills.
• Must have no past history that would preclude bonding.
• Must be able to speak, read and understand English; bilingual is preferred.
• Must maintain a professional and inviting appearance, as defined by policy, at all times. 
• Ability to use computer, scanner software, inventory management software, computer, label maker, mail machine, intermediate Microsoft Office.