Guest Experience Specialist

ABOUT LEGENDS GLOBAL | HUNTINGTON PLACE

Legends Global is redefining excellence in live events, venue management, and hospitality. With a global portfolio of 350+ iconic venues and a 360° approach that integrates Partnerships, Premium Experiences, Merchandise, Technology, and Operations, Legends Global delivers world-class results for clients and unforgettable moments for guests.

At Huntington Place Detroit — the 16th largest convention center in the United States — that global expertise meets Detroit’s energy, innovation, and resilience. Together, we’re shaping the future of live experiences in the heart of the Motor City.

THE ROLE

The Guest Experience Specialist serves as the first touchpoint for guests entering Huntington Place. Reporting to the Public Safety & Security Manager, this role requires strong customer service skills, excellent knowledge of the facility layout, and awareness of events and downtown Detroit amenities.

This position supports visitors by answering inquiries, providing directions and recommendations, managing accessibility resources, and assisting with general office tasks. Professional presence, adaptability, and strong interpersonal skills are critical to success in this role..

ESSENTIAL DUTIES & RESPONSIBILITIES

• Provide a warm, professional welcome to all guests entering the facility, whether seated or standing at the information desk.
• Assist guests with building navigation, event details, schedules, and general facility information.
• Provide visitor information including restaurants, nightlife, attractions, shopping, transportation, airport information, and visitor bureau referrals.
• Assist with restaurant and transportation bookings and guided sightseeing tour information.
• Perform general office functions including copying, scanning, printing, and basic administrative tasks.
• Manage motorized scooter rentals and complimentary wheelchair distribution.
• Support guests with internet access, digital concierge services, phone charging stations, and related amenities.
• Track, log, and manage lost and found items in accordance with established procedures.
• Monitor the front entrance area and report fire lane violations.
• Observe and report trespassers or unauthorized individuals.
• Report suspicious activity in accordance with “See Something, Say Something” protocols.
• Other duties as assigned, including special projects.

KEY DELIVERABLES

• Consistently positive first impression for guests and visitors.
• Accurate, timely, and courteous information delivery.
• Proper documentation of lost and found items.
• Effective coordination with Public Safety and Operations teams.
• High standards of professionalism, safety awareness, and customer service.

QUALIFICATIONS

• Bachelor’s degree preferred or a minimum of two (2) years of experience in an administrative or hospitality-related role.
• Five (5) to seven (7) years of progressively responsible experience in office administration or customer-facing roles.
• Strong computer proficiency, including Microsoft Office Suite and Excel.
• Excellent attention to detail with strong organizational and multitasking skills.
• Well-developed verbal, listening, and interpersonal communication skills.
• Ability to remain calm and professional in high-traffic and pressure situations.
• Flexible and adaptable to changing schedules, priorities, and event demands.
• Strong customer-service orientation.
• Demonstrated honesty, reliability, professionalism, cultural awareness, and respect.
• Ability to work independently and as part of a team, contributing to positive morale.

COMPENSATION & BENEFITS

Competitive salary commensurate with experience, plus:

• Medical, dental, and vision benefits starting day one
• Paid vacation, holidays, and sick time
• 401(k) with company match

WORKING CONDITIONS & PHYSICAL DEMANDS

This position operates onsite at Huntington Place in a high-traffic, live-event environment. Work is performed primarily at the Information Desk located near facility entrances and public areas, requiring consistent interaction with guests, exhibitors, and staff.

The role requires prolonged periods of sitting and/or standing, frequent use of hands for typing, handling documents, and operating standard office equipment, and the ability to communicate clearly in person and by phone. Visual acuity is required to read computer screens, printed materials, signage, and event information.

The Information Desk Specialist must be able to remain attentive and professional during extended shifts, manage multiple requests simultaneously, and adapt to varying noise levels and crowd volumes. Flexibility is required to work afternoons, evenings, weekends, and holidays based on event schedules.

EQUAL OPPORTUNITY

Huntington Place / Legends Global is an Equal Opportunity/Affirmative Action employer, encouraging Women, Minorities, Individuals with Disabilities, and Protected Veterans to apply. VEVRAA Federal Contractor.

This is an afternoon shift position. 12:30pm-9pm.