Guest Coordinator (Signings)

The SMASH! Guest department is looking for a new Guest Coordinator (Signings) who will manage the pre-event planning and operation of on-the-day management of Guest Engagement Events in Guest Signing Area that will cater for our VIP Guests and attendees such as signings and selfie-photo sessions that occur throughout the convention weekend.

You will also review and refine the outcomes of the approved guest engagement policies and operational standards for our staff, crew volunteers and VIP guests, while complying with our code of conduct and guest-related regulations e.g., confidentiality. You will also be working closely to manage crew volunteers who will assist in crowd control and inform attendees of rules and policies prior to engaging the VIP Guests. The ideal candidate will have prior knowledge and/or experience of guest engagement operations at SMASH!, excellent customer service skills, works well under a high-pressure environment and problem-solving skills.

Pre-Convention

  • Create a Guest Signing Area floor plan that compliments the events surrounding the designated area
  • Create a Guest Engagement Policy that forms the base of all VIP Guests and a strong reference information source across SMASH! and to Marketing. The policy is to be discussed with Guest Coordinators and their respective VIP Guest requirements
  • Create promotional materials, relevant event information such as the schedule and policies for the public with Marketing Department
  • Meet tight deadline requirements set out by management and requests from other departments
  • Attend department meetings and actively participate in the development of guest department operations
  • Promotion and Marketing of the information to the attendees prior to the event via the Marketing Department
  • Source materials and equipment to lay out the space including liaising with other departments that handle the logistics, design and programming (scheduling) aspects
  • Manage the training of the on-the-day crew volunteers and their roster over the weekend for the Guest Signing Area such as creation of training document
  • Provide feedback on guest engagement event schedule and any technical difficulties
  • Mentoring and training crew volunteers by providing assistance and guidelines
  • Manage Guest projects for future SMASH! conventions, including creating design briefs, timelines, meeting and collaborating with other departments of SMASH!

During Convention - Set up and Pre-event

  • Oversee the plans for Guest Signing Area and ensure they are set up accordingly
  • Coordinate and communicate with crew volunteers and other departments as necessary to obtain the correct equipment, materials items, set up, etc
  • Manage the operation of the “volunteer only” guest engagement event (pre-event or as an extension of the event weekend)

During Convention - Event Weekend

  • Manage the planned schedule and agreed policies using the crew volunteers
  • Inform and reinforce the agreed guest engagement policies to the attendees
  • Communicate and manage all crew volunteers and support Guest Department in relation to Guest Engagement Events
  • Adjust the schedule as required and manage the attendee lines (crowd control) in the off chance that VIP Guests are running late or over time
  • Monitor all activities in the Guest Signing Area and respond accordingly to any and all unexpected problems in a timely manner, while abiding by the code of conduct and other safety regulations
  • Provide regular updates to Guest Director and Guest Assistant Directors on the progress of guest engagement events
  • Collect relevant data and feedback of the event plans and operations in conjunction with the Analytics team

Essential Skills & Knowledge, Experiences, Qualification

  • Proficiency in written English
  • Proficiency in speaking English
  • Available for convention days in Sydney, Australia
  • Available for both training days, set up day in Sydney, Australia
  • Attend meetings, workshops and activities as required
  • Excellent coordination and customer service skills
  • Experience in managing crowd control and queue planning
  • Organisational and project management skills
  • Contactable on a regular basis online and over the phone

Desirable

  • Prior knowledge and/or experience of SMASH! guest engagement events (signing and selfie-photo sessions) either as an attendee or volunteer
  • Previous SMASH! volunteering experience is desired, but not essential
  • Proficiency in written or reading of Japanese, Chinese or Korean
  • Proficiency in speaking of Japanese, Chinese or Korean
  • Knowledge and/or interest in Japanese culture and popular cultural references

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