Guest Experience Coordinator
3 months ago
JOB SUMMARY Â
The Guest Experience team are kind, curious, competent, and compassionate people.⯠We are passionate in our quest to deliver the very best in guest experience during every interaction with our guests.â¯â¯ We respect our guests, want them to have a fantastic time in our venues, whether watching Lightning Hockey, Legendary Concerts, or USF Athletics.⯠It is our mission for each guest that visits one of our venues to experience the best memories to be made in the sports and entertainment industry. Exceeding expectations is the standard, and we will work our hardest to ensure the best guest experience in North America.â¯Â
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This position values guests and is committed to providing positive impressions while delivering World Class Service. This position plays a vital role in creating a clean, safe, and enjoyable experience for our guests and employees.⯠The Guest Experience Coordinator will support the Manager in building and training a department of frontline staff that deliver memorable moments during Lightning Hockey, Legendary Concerts, and USF Athletics. The Guest Experience Coordinator will oversee the non event day elements of the venueâs guest experience department, inclusive of service touchpoints with guests via phone and email communication and lost and found operations.⯠This position serves the organization by successfully executing its mission to deliver the best guest experience in North America.⯠Service is truly a core pillar in daily tasks and culture building for this position.â¯â¯â¯Â
ESSENTIAL DUTIES AND RESPONSIBILITIESÂ
Assist with hiring, training, deploying, and developing a frontline staff of 300+ committed individuals, including assistant managers, supervisors, ushers, ticket takers, elevator operators, plaza team members, concierges, and suite hostsÂ
Work closely with all departments to establish and refine all processes for guest interaction, feedback, and conflict resolution  Â
Coordinate and conduct staff briefings on scheduled events, delivering motivating messages, recognizing achievements, and sharing pertinent event informationÂ
Prepare the event night documents for frontline staffÂ
Schedule tour guides for game day tours, private tours, and for New Employee Orientation Â
Assist in coordinating the employee recognition program for the Guest Experience departmentÂ
Assist in the delivery of department specific training annually or as neededÂ
Oversee and respond to guest inquiries via website contact forms
Oversee scheduling and payroll processing for the departmentÂ
Oversee the Lost and Found Program (this includes but is not limited to; logging items in ABI, storing valuables and objects in a locked area and providing the item back to the rightful owner)Â
Oversee the departmentâs rewards and recognition programÂ
Perform other duties as neededÂ
SUPERVISORY & MANAGEMENT RESPONSIBILITIESÂ
Indirectly oversee frontline staff with event night management responsibilitiesÂ
Directly manage and schedule the Guest Experience Office Assistant and Switchboard ReceptionistÂ
GAME/EVENT RESPONSIBILITIESÂ
Game/Event Night responsibilities: YesÂ
Approximate number worked per year: 75Â
QUALIFICATIONSÂ
Bachelorâs Degree preferred in Sports and Entertainment Management or relevant focusÂ
Minimum of 1 year experience in a Guest Experience role, preferably in the Sports and Entertainment Industry Â
Ability to remain calm and focused during times of stress and is extremely adaptable Â
Must be able to work long hours, including days, evenings, weekends, and holidaysÂ
Excellent ability to establish rapport and the ability to build strong interpersonal relationships with direct reports, colleagues, and senior leadership Â
Ability to communicate clearly in a professional manner both verbally and writtenÂ
Exhibit good judgment, make sound decisions quickly, be proactive and anticipate needs of guestsÂ
Ability to meet tight deadlines, multi-task proficiently, work well under pressure with attention to detail and be creative with solutions to guests needsÂ
Ability to relate to a diverse guest and employee base Â
Proficiency in Microsoft Word, Excel, and Outlook Â
Knowledge of ABIMM preferred to assist department managerÂ
WORKING CONDITIONSÂ
Ability to work efficiently and effectively in office and arena environment that can be exciting, loud and distractingÂ
This is an onsite role; flexibility to work a minority of time remotely.Â
Ability to work extended hours including late nights, holidays, and weekends as neededÂ
Ability to work prolonged periods sitting at a desk and working on a computer.Â
Ability to lift/carry/move up to 25lbsÂ
Ability to work in cold/hot indoor and outdoor temperaturesÂ
Ability to use hands and fingers on office and mobile technologyÂ
Ability to listen and speak on phone, in meetings, and in one-on-one conversationsÂ
Ability to commute to various venues throughout the Greater Tampa Bay AreaÂ
Ability to work in areas that can become crowded with equipment and/or peopleÂ
Ability to move comfortable throughout the arena with minimal accommodationsÂ
Ability to stand on feet for long periods of time, walk long distances and climb stairs. Â
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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