Guest Experience Coordinator

3 months ago

Bozeman, United States Montana State Unviersity Full time
Description

is responsible for the management of all athletic/sports facilities at Montana State University including the 8,000 seat Brick Breeden Fieldhouse, the 20,000 seat Bobcat Stadium, Shroyer Gymnasium, the Bobcat Tennis Center, 7th & Kagy fields, and the outdoor track. These facilities are multi-purpose and meet the varied needs of the campus and the community. The department provides services for Athletics, Campus Recreation, and Health and Human Development, as well as hosting many events/concerts that come to campus.

Sports Facilities hosts a wide breadth of events ranging from MSU Athletics to MSU departments to high profile community events and concerts. Reporting to the Event Manager, the Guest Experience Coordinator manages the Guest Services Team and their related activities. Assists the Event Manager in making the front of house guest experience a success.

Oversees and manages the activities of the front of house and the Guest Services Team.Focuses on maintaining and supervising a crew of up to 75 temporary team members (student and short term workers).Actively recruits and hires team members throughout the year.Ensures a robust on-boarding and training program is in place for both individuals and groups.Maintains staff schedules per event and reacts immediately to changes as they happen. Ensures back up staffing plans are in place in order to execute events.Performs a variety of payroll duties from new hire paperwork to bi-weekly payroll approvals.Regularly evaluates team member performance and offers appropriate training and/or feedback.Contracts with campus clubs and outside groups to for event labor. Collaborates with the Accounting Analyst on payments.Communicates event details to staff and conducts event briefings day of event.Manages guest services labor tracking and submits all guest services staffing for billing.Performs duties related to guest services uniform management. Maintains compliance with purchasing guidelines and departmental policies.Maintains team radio equipment and reports up any equipment replacement needs.Schedules staff to serve as alcohol monitors for events on campus.Works all home football games. Promotes a “customer first” agenda. Proficient at communicating with clients and guests to make sure their needs are met and the event goes smoothly. Ensures staff is trained to provide excellent service to clients and guests. Manages the Sports Facilities’ lost and found. Supports the event manager to ensure all front of house activities are aligned to successfully execute events (pre-event to post-event). Serves as primary trainer for First Aid, CPR and AED for Event Services Division. May assist team with set-up and tear-downs of event equipment and furniture (stacking chairs, folding tables, setting up portable stages, basketball floor, AV equipment, bike racks, etc). Cross trained with the event coordinator to work in the front office during absences or heavy booking periods. May act as a backup for the event manager during absences. Actively contributes to the team by performing other duties as needed in support of the department’s mission.

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