Guest Services Coordinator

SUMMARY :
Reporting to the Guest Services Manager, the Guest Services Coordinator is responsible for supervising and scheduling Guest Services Associates (GSAs) to ensure exceptional customer service during events. This role involves learning and applying MCCA’s policies, procedures, and event operations to effectively support guests, clients, and internal departments. The Coordinator determines staffing needs, assigns GSA coverage on a show-by-show basis, and communicates schedules and key event details to relevant departments. The Coordinator provides training, coaching, and support to ensure the GSA team is prepared to create a welcoming and helpful environment for all visitors.

RESPONSIBILITIES :

• Develop and implement event staffing plans, including the number and placement of GSAs and Senior GSAs, shift coverage, intercept survey staffing, and break assignments
• Supervise daily GSA performance during events, providing onsite support and coaching; escalate performance and conduct issues to Guest Services Manager (e.g. attendance issues, misuse of device, failure to remain on post)
• Support hiring, onboarding, and training of new GSAs by delivering orientation content and training materials
• Create and present pre-event briefings materials using digital tools (e.g. Google Docs, iPads, TV displays) to deliver key updates and accurate event details, clarify event logistics, and ensure staff understand expectations before events
• Communicate finalized GSA staffing assignments and post coverage to department heads in advance of each event
• Collaborate with Guest Services Manager to develop and co-lead staff meetings and refresher trainings
• Compile and distribute attendee survey data results; send summary reports to the designated distribution list at the close of each show day
• Assist Guest Services Manager with staffing coverage and logistics for ticket collection and hand-stamping programs during gate shows
• Act as an on-site liaison for escalated guest concerns, collaborating with Event Managers and other relevant departments to ensure timely resolution and communication
• Represent the department at pre-conference meetings and site visits; relay updates and operational details to the Guest Services team
• Review supervisor shift reports to identify themes/feedback; incorporate relevant information into event briefing materials
• Perform other work-related duties as directed by Guest Services Manager

REQUIRED QUALIFICATIONS:

• A minimum of 3 years of professional work experience in guest services, hospitality, event operations, or a related customer-facing role
• Proficiency in Microsoft Office Suite (Word, Outlook, Excel, Teams) and digital tools such as iPads to support event coordination, documentation, and survey reporting
• Strong organizational skills with the ability to manage staffing logistics, delegate tasks, and adapt to changing event needs in real time
• Excellent written and verbal communication skills, including experience relaying updates to staff and cross-functional teams
• Ability to work a flexible schedule, including early mornings, evenings, weekends, and holidays, as needed
• Comfortable standing for extended periods and navigating large event spaces, with or without reasonable accommodation

PREFERRED QUALIFICATIONS :

• Associate or bachelor’s degree in hospitality, event management, public relations, communications or a related field
• At least 1 year of experience in a supervisory or team leadership capacity, including responsibility for creating or managing staff schedules
• Experience developing or delivering team onboarding, training, and coaching
• Familiarity with survey tools

WORK SCHEDULE : This position requires standard office hours and requires the ability to work a flexible schedule during events. Travel to other MCCA facilities may be required.

DRESS CODE : Business formal. The expectation is to project the dignity and decorum expected by the public, including appropriate dress and good grooming.

The Massachusetts Convention Center Authority (MCCA) is proud to be an equal opportunity employer. We welcome qualified applicants of all backgrounds and do not discriminate based on race, color, religion, sex, national origin, ancestry, age, disability, sexual orientation, gender identity or expression, military or veteran status, genetic information, or any other legally protected categories.

If you require a reasonable accommodation during the application or interview process, please contact our Human Resources team.