PT Guest Experience Personnel - Wilson Center

Wilmington, NC, USA|Onsite

Job Overview

Employment Type

Part-time

Work Schedule

Flexible

Weekend Shifts

Benefits

Paid Time Off

Employee Discounts

flexible schedule

Professional development opportunities

Job Description

Cape Fear Community College is a public educational institution dedicated to providing high-quality education and services to a diverse student body and community in Wilmington, North Carolina. Among its many facilities, the Wilson Center operates as a premier venue for live events, performances, and community engagement activities. The college fosters an inclusive, welcoming environment that supports lifelong learning and cultural enrichment. The Wilson Center serves as a key cultural hub on campus, hosting a wide variety of events ranging from theatrical performances to community outreach programs. These events require careful coordination and excellent guest services to ensure a positive experience for all attendees, performers, and clients.

The Guest Experience Personnel position at the Wilson Center is an integral, event-based, part-time role focused on delivering outstanding customer service and supporting event operations. This position involves a variety of critical responsibilities, including acting as a Point of Entry Assistant or Lead, House Manager, VIP Lead, Reception Lead, Artist Services, Bar Lead, Concessions Lead, Gallery Attendant, and Production Runner, among others. Employees filling this role must be adept at managing day-of-event logistics such as supervising volunteers, enforcing safety protocols, ensuring ADA compliance, managing concessions, and assisting with community outreach efforts.

This role demands a high level of independence and sound judgment due to the multifaceted nature of the tasks and the irregular event schedules, often including evening and weekend hours. The Guest Experience Personnel must be vigilant and proactive in anticipating the needs of guests and effectively addressing any issues or complaints. The position also entails close collaboration with the Guest Experience Coordinator and other internal departments to facilitate smooth event execution and superior guest service. There is a strong emphasis on leadership, as the personnel are responsible for guiding and supervising volunteer staff and work-study students, ensuring that all adhere to policies, safety procedures, and excellent customer service standards.

Beyond direct event responsibilities, the personnel are expected to support administrative duties such as scheduling, data entry, event coordination, and documentation. Familiarity with management software tools such as Ungerboeck, Sign-up Genius, Spektrix, Sling Scheduling, and Google Suite is beneficial for this position. The role also requires maintaining a clean driving record to operate vehicles, including 15-passenger vans.

Candidates for this position must demonstrate technical knowledge, excellent communication skills, and the ability to handle stressful situations professionally. They should have a strong customer service background, preferably with experience in event planning, supervision, catering, or live event environments. Independence, adaptability, and dedication to an exceptional guest experience are essential qualities. This role offers an opportunity to be part of a vibrant community college environment while contributing significantly to the success and reputation of the Wilson Center as a cultural and community destination.

Job Requirements

High school diploma or equivalent
five years of customer service experience
preferred supervision and event planning experience
preferred restaurant, catering or live event experience
preferred volunteer or staff management experience
ability to work weekends and evening hours
max of 125 hours per month
submission of unofficial transcripts or training certifications with application
submission of official transcripts prior to hire
validation of foreign academic credentials if applicable

Job Qualifications

Knowledge of industry-specific requirements, technology, and equipment
awareness of current trends and developments
ability to interpret and apply college goals, policies, and procedures
exceptional customer service skills
ability to establish effective working relationships with diverse groups
clear oral and written communication skills
competence in record keeping and report creation
mathematical computation skills
capability to work various shifts including weekends and evenings
maintain audio-visual discrimination and perception for observing and communicating
physical ability to lift up to 50 pounds and perform tasks requiring walking, standing, bending, and climbing
mental capacity for sound decision-making and fast-paced environments

Job Duties

Work with independence using sound judgment
address client and guest complaints and follow event reporting protocols
enforce and activate front-of-house emergency procedures, security, and guest service operations
anticipate and meet guest needs proactively during events
educate and lead volunteers on guest services and safety
enforce house rules in accordance with college policies
ensure ADA compliance and support for guests and volunteers
manage concession operations including cash reconciliation and inventory
oversee artist merchandise sales and meet-and-greet events
recruit and communicate with volunteers about staffing and training
collect event-related data and support administrative tasks
assist in training and supervising volunteers including evaluation and disciplinary actions
coordinate show-specific client requests and policies
delegate and lead volunteers as needed
utilize internal management software
maintain a clean driving record for vehicle operation