Field Staff - New York - Destination Concepts

Description

Primary Objectives of Position:
The primary responsibility of Field Staff is to provide exemplary service and support on site for the program. The Field Staff are the front lines of the program frequently interacting with client. They are expected to be presentable and knowledgeable about their positions as they drive the guest experience and can be the front lines for troubling shooting on site. Field staff are expected to follow the directions outlined in their trip sheets and report guest experiences and any issues back to the Account Manager.
Major Areas of Accountability:

• Staff are required to always demonstrate professional dialogue and behavior with other staff, representatives of DCi, vendor contacts, clients, and event attendees.
• Staff will be capable of standing for the duration of their shift. Shift types vary, either inside and/or outside.
• Staff will communicate with the Staffing Department about shift availability, cancellations, and time restraints prior to trip sheet confirmation.
• Staff will be provided with uniforms, badges, and clipboards and will be required to bring them to every shift unless otherwise specified by the Account Manager of the program.
• Staff must show up on time for their shift, as specified in the trip sheet.
• Staff will maintain their calendars to prevent overbooking.
• Staff may be required to provide information/narration about the specific area where their shift is to take place. If a staff is unable to provide general information about their respective region, they must inform the Staffing Specialist so it can be addressed prior to their shift start.
• Staff must know the location and general specifics about the venue in which they are assigned to work.
• Staff must read and confirm their trip sheet details within 24 hours of trip sheets being sent via email.
• Staff must input their hours and expenses into ADP payroll system each Sunday.
• Staff must retain receipts for reimbursements and send to
• Staff must be able to lift 25lbs.
• Staff must recognize potential problems and risks before they arise and bring attention to the on-site lead or Account Manager.
• Staff must be familiar with emergency protocols at their venue such as locations of emergency exits, location of first aid kit, where security is located, being aware of guests with special needs, location of fire extinguishers, and chain of command in emergency procedures.

Arrivals

• Staff must be familiar with airports, managing manifests, communicating with on-site leads, and transportation vendors.
• Staff must greet the attendee(s), assist with retrieving luggage carts if needed, and direct them to their transportation.
• Staff must count the attendees getting on a vehicle to ensure there is enough capacity on the vehicle for transfer.
• Staff must communicate problems that arise calmly, never in front of attendees, to on-site supervisor or lead.
• Staff must communicate any lost luggage to the on-site supervisor or lead.
• Staff must follow transportation requirements.

Transportation

• Upon arrival of the vehicle, staff will introduce themselves to the driver.
• Staff must be familiar with the route to the venue, drop off and pick up locations for each venue and give guidance to vendor drivers as needed.
• Staff should be aware of changes in traffic on any given day. (Road closures, construction, etc.)
• Staff will confirm signage on the vehicle is correct before assisting guests over to the vehicle.
• Staff will place belongings on reserved seat for themself at the front of the vehicle if required to ride with attendees.
• Staff will discuss itinerary and special accommodations with the on-site lead or supervisor at the briefing.
• When on a vehicle, staff must pay attention to the route and correct drivers as needed.
• Staff will always be personable and respectful to attendees.
• Staff will ensure that all attendees are present for pick up and drop off and have a plan for those who do not show up dictated by the on-site lead or supervisor prior to the event.
• Staff will record the number of passengers, names on a list, and/or time the vehicle leaves the curb as directed by the on-site lead or supervisor.
• Staff will communicate the details required with the on-site lead and supervisor as directed.

Activities

• Staff must distribute liability waivers as directed by your on-site lead or supervisor.
• Staff must remain with vehicle during the duration of the activity or join the activity as directed by the on-site lead or supervisor.
• Staff must keep track of guest counts for each activity.
• Staff on the vehicle must follow transportation requirements.

Advancing

• Staff must arrive at the venue at the start time to ensure the venue is ready for guests to arrive without a wait time.
• Staff must communicate with the supervisor to ensure the venue is set up to DCi's standard with all components. (i.e., bar/alcohol/menus/restrooms/BEO's/security/pre-set tables/cleanliness/activities and other components that may arise.)
• Staff must communicate with other field staff on the vehicle to ensure timing is correct for a smooth transition from vehicle to activity or evening event.
• Staff must verify the vehicle has the appropriate room to park and drop off/pick up guests.
• Staff must stay out of site at the restaurant/activity if dictated by the lead or supervisor for additional tasks.

Dinner Transfers/Off-site Evenings

• Staff must remain with vehicle during the duration of the activity or join the activity as directed by the on-site lead or supervisor.
• Staff must keep track of guest counts for each activity.
• Staff must follow transportation requirements.

Departures

• Staff must be familiar with hotel venues, managing manifests, communicating with on-site leads, and transportation vendors.
• Staff must greet the attendee(s), assist with luggage if needed, and direct them to their transportation.
• Staff must count the attendees getting on a vehicle to ensure there is enough capacity on the vehicle for transfer.
• Staff must communicate problems that arise calmly, never in front of attendees, to the on-site supervisor or lead.
• Staff must communicate any lost luggage to on-site supervisor or lead.
• Staff must follow transportation requirements.

Knowledge and Skills:

• 2+ years of experience in the event industry, DMC field staff experience is a plus.
• Capability to work with little supervision while making sound decisions.
• Strong communication skills including ability to communicate and cultivate relationships with a wide range of personalities, ability to be both empathetic and firm, and to clearly articulate precise needs to avoid miscommunication.
• Ability to cultivate relationships with various levels of employees and personalities in a professional manner across all departments within DCi.
• Excellent verbal and written skills are mandatory