The Director of Registration Services effectively manages staff and business processes in order to provide exceptional service to DMC’s customers, guests, and all business units. This includes responsibility for all DMC attendee registration and admittance to the campus. The Director must be committed to establishing and upholding registration procedures and guidelines while identifying opportunities to improve efficiencies and ensure business continuity.
Manages Registration Services department and corresponding budgets
Assists associates with any internal or external questions, challenges, or complaints
Ensures Registration Services staffing needs are fulfilled on a daily basis and for all required events
Creates and distributes all registration schedules in a timely manner
Manages payroll, labor costs, and all overtime appropriately
Collaborates with key business units to gather requirements for new markets, projects, and events to lay out best practices for successful and efficient registration
Works with Marketing department to manage registration website content and ensure information, policies, qualifications, and new buyer application stay current and relevant
Collaborates with Marketing and IT departments to create and manage markets on our website and mobile applications
Creates and maintains all non-market weeks for attendance tracking purposes in Unity registration system
Collaborates with Marketing and Operations to determine key points and events to be addressed with registration staff and disseminated to market attendees
Coordinates and conducts Registration staff orientation prior to all major markets as needed
Develops proficiency in DMC’s Unity registration system and ensures all registration staff are trained and properly utilizing the system for maximum efficiency and data integrity
Assists all business units in data collection and data entry efforts as needed
Collaborates with IT on all Unity registration system issues, updates, enhancements, and rewrites
Coordinates with IT on switchboard and call center phone issues, special recordings, additional hours, etc.
Maintains proper supplies for each registration desk and periodically evaluates best practices for badging
Coordinates with Accounting department to ensure supplies, banks, and credit card machines are ordered and received in a timely manner
Collaborates with Accounting department to ensure registration fees and other payments are properly accounted for and documented
Ensures proper signage is displayed at registration locations
Works closely with Protective Services to ensure entrance to all DMC buildings is restricted
Performs other duties as assigned by management
High School diploma or equivalent
Bachelor’s Degree in related field or equivalent work experience
2-4 years of supervisory experience
3-5 years of direct customer service or call center experience
Proficiency in Microsoft OfficeSuite: Word, Excel, PowerPoint, Outlook
Bilingual in English and Spanish preferred
Ability to sit in an office environment for the majority of work shift
Ability to walk/stand an extended amount during events, both indoors and outdoors
Ability to lift up to 20 lbs
Communication: Effectively listens to others and makes clear and effective oral presentations to individuals and groups regarding work-unit or organization issues. Communicates effectively in writing; is clear, concise and easily understood.
Conflict Management: Anticipates or seeks to resolve confrontations, disagreements, or complaints in a constructive manner.
Creative Thinking: Develops insights into problems or creates a work environment that encourages innovative thinking and “outside-the-box” solutions to problems.
Customer Focus: Adapts and maintains a customer-focus mindset that acknowledges the importance and value of the customer, and acts accordingly.
Decisiveness: Assesses risks and takes the appropriate actions needed to achieve work-unit objectives within appropriate timeframes.
Dependability: The individual is consistently at work and on time, manages competing demands and is able to deal with frequent change, delays or unexpected events.
Evaluation: Monitors work-unit programs, evaluates outcomes, and improves organizational efficiency and effectiveness.
External Awareness: Becomes and remains informed of external trends, interests, and issues with potential impacts on internal organization policies, procedures, operations, positions, and practices.
Flexibility: Adapts to change in the work environment in ways that help work-unit staff keep projects “on course.”
Influencing: Networks with and provides information to key groups and individuals, and uses influence, persuasion, and authority to achieve objectives.
Integrity: Firmly adheres to a code of moral values; is honest and forthright in actions and words.
Interpersonal Skills: Considers and appropriately responds to the needs, feelings, capabilities, and interests of others.
Leadership: Identifies and adapts leadership style to situations and people; demonstrates high standards of behavior; empowers subordinates; consistently and effectively motivates work unit.
Management Control: Ensures the integrity of organization or work unit policies, procedures, and processes.
Negotiation: Works with peers or other organization members to achieve agreement regarding work achievements or interests associated with them.
Planning: Establishes policies, guidelines, plans, and priorities required to meet work-unit or organization objectives.
Problem Solving: Recognizes and defines problems; challenges others to identify alternative solutions, and plans to solve those problems.
Resource Utilization: Responsibly spends financial resources in ways that result in ultimate accomplishment of work-unit or organizational objectives. Effectively and efficiently uses materials, supplies, equipment, systems or organization facilities.
Self-Management: Engages in the effective use of self-assessment and self-management techniques in order to improve own performance proactively and continuously. Exhibits full responsibility for one’s own work achievements and consistently maintains a high level of self-management that contributes to sustained high performance.
Staffing/Performance Management: Evaluates staffing needs and effectively manages the ongoing performance of all staff assigned to the work unit. Communicates regularly and effectively with staff regarding expectations and performance outcomes. Ensure staffing levels are adequate for the work unit.
Systems/Technology: Manages the use of technologies in the context of achieving work-unit or organization objectives. Understands systems and technologies, including their interrelationships and impacts, and appropriately applies that understanding to advance the achievement of work-unit or organization objectives. Demonstrates technical proficiency and comprehends its impact upon work unit responsibility.
Team Building: Builds cohesive and productive work teams, either as part of the work unit or within the organization.
Time Management: Effectively uses the time available to complete work tasks and activities that lead to the achievement of expected work objectives (as results or outputs).
Vision: Develops and implements the use of a strategic vision of the organization in the future.