About this role
MAJOR ACCOUNTABILITIES include the following. Other duties may be assigned.
Business Center Operations
• Manage Business Center operations and business service activities in support of exhibitors, event organizers, and guests.
• Ensure business services are delivered in accordance with franchise requirements, operational standards, and customer expectations.
• Coordinate operational resources and workflows to support efficient and uninterrupted Business Center operations.
• Monitor operational performance and identify issues that may impact service quality, operational effectiveness, or customer satisfaction.
• Support implementation of approved operational improvements and service enhancements.
Business Center Administration
• Manage inventory and supply administration to ensure materials required for Business Center services are available and properly maintained.
• Oversee shipping and package handling activities in accordance with franchise requirements and established procedures.
• Maintain franchise records, operational documentation, and required reporting associated with Business Center activities.
• Support compliance with franchise standards, documentation requirements, and operating guidelines.
• Coordinate equipment maintenance and service support to minimize disruptions and maintain service availability.
Guest Experience & Service Support
• Ensure consistent execution of customer service standards and Business Center service expectations.
• Resolve customer concerns requiring supervisory involvement and support service recovery efforts.
• Support Business Center services that meet customer and event-related requirements.
• Monitor customer feedback and recommend improvements to services, products, and operational processes.
• Provide cross-coverage support for Retail Operations as needed.
Financial Transactions & Reporting
• Administer transaction processing activities in accordance with established financial controls and operating procedures.
• Review sales activity, transaction documentation, and operational records for accuracy and completeness.
• Support reconciliation, reporting, and revenue documentation activities associated with Business Center operations.
• Maintain operational and financial records in accordance with established requirements.
ACCOUNTABILITIES FOR SUPERVISION
• Participate in decisions related to the selection, promotion, transfer, pay and discipline of assigned personnel.
• Orient employees to MCCNO policies and procedures, clearly communicate job duties and responsibilities so individuals may proceed with certainty in the performance of their positions.
• Personally conduct or oversee training for new employees to ensure established procedures are clearly understood and followed.
• Monitor the work performance of assigned personnel on a continual basis, conduct effective performance appraisals, and take corrective action whenever necessary.
• Create a working climate in which assigned personnel are motivated to develop their skills and abilities and demonstrate by personal example the desired standards of conduct and work performance.
• Administer MCCNO policies in a fair and equitable manner with regard to discipline, tardiness, absenteeism or insubordination and fully document all incidents and actions taken.
Other Qualifications
• Ability to obtain and maintain UPS franchise certification within 30 days of hire required.
• Experience in a high-volume hospitality or venue environment preferred.
• Experience utilizing point-of-sale and electronic payment processing systems preferred.
Other Skills and Abilities
• Strong customer service, communication, and problem-resolution skills.
• Working knowledge of inventory management, transaction processing, and operational reporting.
• Strong organizational skills with the ability to prioritize multiple assignments in a fast-paced environment.
• Ability to work flexible schedules, including evenings, weekends, and holidays, based on event and operational requirements.