Vibee - Seasonal Fan Experience Concierge Coordinator

Job Summary:

WHO ARE YOU?

Do you enjoy live events? Do you excel in fast paced, creative environments? Then you’re in luck! We are looking for a highly motivated self-starter who embodies both a passion for music and a love of the live event experience. Is this you? Read on… 

WHO ARE WE?

Vibee builds unforgettable destination experiences for fans around the world. Founded by Live Nation, the world’s leading live entertainment company, and Insomniac, Vibee provides fans the opportunity to immerse themselves in the best music and entertainment events on land and sea. From curated activations to bespoke festival packages, Vibee creates transformative moments in the most sought after destinations.

THE ROLE

Vibee is seeking a highly motivated and proactive Seasonal Fan Experience Concierge Coordinator in Las Vegas to join the Vibee Team.  

This position will be hybrid. Candidate will need to be available on Thursdays/Fridays/Saturdays in person onsite and can choose 1-2 additional days to work remotely.  

This position will handle various types of requests that require different levels of troubleshooting, all while providing exceptional service and working towards a goal of one contact resolution. This position requires the use of a computer.

• In person: Seasonal Fan Experience Concierge Coordinator shall be available in person Thurs/Fri/Sat for onsite Concierge work in Las Vegas, and occasionally at other onsite locations around the world based on availability and willingness to travel. Seasonal Fan Experience Concierge Coordinator greets guests from around the world, and provides them with their first interaction at their Vibee event experience.   Seasonal Fan Experience Concierge Coordinator will work to ensure guests feel welcomed and valued from the moment they arrive, checking in guests in person with the use of an IPad, welcoming them and answering event related questions they may have.  

• Remote: During the hours when Vibee Concierge is not open to the public, Seasonal Fan Experience Concierge Coordinator can work flexible hours remotely answering inbound calls, emails, texts and chats. 

Seasonal Fan Experience Concierge Coordinator will work a maximum of 30 hours per week (8 hours minimum onsite/in person per week), on a flexible schedule subject to employee’s availability. This position reports to the Concierge Manager, FX Staffing Manager and Director of Fan Experience.  

RESPONSIBILITIES

Artist Knowledge

• Maintain a basic understanding of the artist, their career, and notable achievements to engage and inform fans, which will be provided by Vibee producers and subject matter experts during training and periodically updated when new events arise.

Fan Engagement Onsite

• Greet and welcome fans, ensuring they feel welcomed and valued from the moment they arrive and throughout their visit.

• Provide the highest level and quality of guest service at all times ensuring guest confidence

• Ensure all required waivers or releases associated with their packages are completed.

• Verify identification and provide guests with the appropriate credentials, gift bags, or package elements.

• Provide general information about the artist, Vibee packages, and the concert event.

• Interact confidently and professionally with fans at varying age ranges and from various professional backgrounds.

• Address guest service issues and manage fan concerns effectively and efficiently.

• Listen to fan feedback and complaints, providing solutions or escalating issues to the appropriate department when necessary.

• Ensure fans feel attended to, maintaining a high standard of service befitting a VIP experience.

Fan Engagement Online

• Stay informed about artist details and event details, including schedules, venue information, and special instructions.

• Resolve high volume guest queries in an efficient and timely manner, via voice, text, chat and email

• Utilize verbal, electronic, paper, and other means of communication with guests, and make suggestions for the improvement of communication systems

• Advise and support other members of the guest services team in relation to event and venue information and guest queries

• Liaise with other departments as needed to solve issues involving tech, ticketing, and hotels

• Adhere to all company and departmental processes, procedures, and policies

• Maintain the flexibility to perform other job-related duties as required, and other projects and tasks as needed

• There may be some optional travel opportunities (economy)

• Provide insights and recommendations based on fan interactions and feedback to improve future events.

Troubleshooting

• Listen to fan feedback and complaints, providing solutions or escalating issues to the appropriate managers when necessary.

• Coordinate with technical support, hospitality, and event management teams to resolve any issues promptly.

• Troubleshoot and resolve any activation issues, ticketing or hotel issues or technical glitches promptly.

• Maintain a calm, positive and professional attitude and demeanor when dealing with guests having situations and issues

Other

• Adhere to all company and departmental processes, procedures, and policies.

• Work on other projects and tasks as needed.

QUALIFICATIONS

• High School Diploma or equivalent and a Bachelor’s degree is considered a bonus

• 1+ years of phone or in-person experience in hospitality, live events, ticketing or a guest service industry

• Experience and skills using Microsoft Office and G-Suite programs.  Experience with sales platforms, airtable and slack are a bonus.

• Must be able to perform in a fast-paced, multiple-demand work environment

• Possesses excellent communication, interpersonal, organizational and guest service skills.

• Must have problem solving skills, active listening skills, and be able to multitask

• Willingness and ability to learn new computer programs and systems when needed

• Exceptional guest service skills

• Ability to respond appropriately to changes in direction or unexpected situations.

• Works effectively with peers and supervisors to accomplish tasks

• Outgoing and friendly personality with a passion for meeting new people.

• Ability to work independently and as part of a team.

• Demonstrated ability to build and foster relationships both internally and externally and work in a team environment.

• Proven to perform well under pressure; managing multiple priorities simultaneously

• A positive, winning approach, incorporating integrity, confidentiality and discretion

• Ability to work evenings & weekends on a flexible schedule to support business needs

 WORK ENVIRONMENT

• Must be able to tolerate loud noise levels & busy environments on site at our events.

• May stand for extended periods of time and work in drastic temperature climates.

• Must be willing to work during evening and weekend hours, as required, to meet deadlines.

• Must be willing to travel as needed.

Applicants for employment in the U.S. must possess work authorization, which does not require sponsorship by Vibee for a visa.

EQUAL EMPLOYMENT OPPORTUNITY

We aspire to build teams that reflect and support the fans and artists we serve. Every day we aim to promote environments where everyone can be themselves, contribute fully, and thrive within our company and at our events. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with.

Insomniac strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, intersectionality, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Insomniac will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Insomniac also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process.  Insomniac will also provide reasonable religious accommodations on a case-by-case basis.

HIRING PRACTICES

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Insomniac recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Insomniac may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.

Hiring Salary Range: $20-22 USD

Please note that the compensation information provided is a good faith estimate for this position only and is provided pursuant to the Nevada Salary Transparency in Job Advertisements Law. It is estimated based on what a successful Nevada applicant might be paid. It assumes that the successful candidate will be in Nevada or perform the position from Nevada. Similar positions located outside of Nevada will not necessarily receive the same compensation. Vibee takes into consideration a candidate’s education, training, and experience, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value, including seniority and merit systems, and internal pay alignment when determining the salary level for potential new