Concierge & Event Specialist

Responsibilities

• Visitor Services – 75%- Greet and ensure every guest receives one of a kind high-quality customer service, including phone inquiries.
• Provide personalized, proactive concierge service to visitors and event guests by offering resources, itineraries, and knowledgeable recommendations for Fort Collins activities, shops, museums, restaurants, and other local experiences.
• Proactively seek out information and activities within the community that visitors may be interested in.
• May promote and work at on- and off-site special events, mixers, or sports tournaments.
• Request and record visitor information to capture visitation statistics for enhanced marketing and outreach efforts.
• Must be able to fully execute gift card transactions for the Downtown Development Authority which positively impacts sales of downtown retailers and restaurants.
• Ensure that all displays and supplies are always stocked, neat and orderly.
• Demonstrates a strong desire to share the wide variety of positive aspects associated with visiting, working in, and living in our community and our state.
• Assist with local or Colorado hotels, restaurants, recreational, and other online booking reservations
• Other duties as assigned.
• Event Services – 25%- Provide front-facing concierge and guest support during events hosted at the Fort Collins Welcome Center, while assisting with event setup and teardown as needed, including arranging furniture, staging, and equipment.
• Serve as a welcoming and professional point of contact for event hosts, attendees, partners, and vendors, answering questions, providing information, and helping address immediate needs throughout the event.
• Promote Visit Fort Collins programs and events, as well as other local events and activities, by connecting visitors and event attendees with opportunities to continue their Fort Collins experience.
• Support and facilitate audiovisual (A/V) operations, including troubleshooting issues.
• Follow event logistics set by Events Coordinator and/or the Welcome Center Manager during events to ensure smooth execution and address any on-site issues.
• Other duties as assigned.

Requirements

• Necessary Education and Experience:- High school diploma or equivalent is required.
• Special Skills for Success:- Strong organizational skills with the ability to manage multiple tasks and priorities effectively.
• Excellent customer service skills and the ability to assist guests in person as well as on the phone.
• Proficient in using a tablet/computer, sales tools, CRM systems, Zoom and Microsoft Office Suite (Word, Excel, PowerPoint).
• Attention to detail and accuracy in data entry, administrative tasks, and event facilitation.
• Ability to work independently as well as collaboratively in a team-oriented environment.
• Communication — Speaks and writes clearly and professionally; actively listens, seeks clarification, and communicates effectively with clients, customers, and vendors
• Teamwork — Collaborative team player who puts group success first, welcomes feedback, and contributes to a positive and motivated team environment
• Planning & Organization — Prioritizes effectively, manages time well, and develops realistic action plans to keep events and daily operations on track
• Detail-Oriented — Consistently checks work for accuracy, manages multiple tasks simultaneously, and pays close attention to the details that make events run seamlessly
• Problem-Solving — Identifies and resolves issues promptly, anticipates potential challenges before they arise, and stays solution-focused even under pressure
• Work is performed in a visitor center and small event venue; employees should expect a fast-paced environment with frequent distractions including foot traffic, vendor interactions, phone calls, and interruptions
• Must be able to regularly stand, walk, reach, stoop, kneel, and crouch as part of daily event setup and teardown responsibilities
• Must be able to frequently lift and/or move up to 50 pounds safely and soundly
• Occasional off-site travel to special event locations may be required
• Employees are required to wear the Fort Collins Welcome Center uniform (supplied by Visit Fort Collins)

Nice to have

• Experience in marketing, sales, business, hospitality, or event management; Bachelor's degree or equivalent job experience is preferred but not required.
• Entry to two years of experience in a visitor/customer service role in the tourism, hospitality, event industry, Food & Beverage, or retail is preferred.
• Specialized Customer service or event management training is preferred.
• Knowledge of the local community, the local tourism industry and familiarity with sales techniques and practices is an asset. The same applies to state knowledge and the ability to find the information for any guest request.
• Knowledge of local tourism and event facilitation practices or the ability to source information for any guest request.