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Guest Experience Coordinator

2 months ago

Saint Paul, United States MN Vikings Football Full time
Job DescriptionJob Description

Our mission at the Minnesota Vikings is to Advance the Vikings legacy through the passionate pursuit of excellence.

We strive to achieve, we put the team first, we seek to learn, we exhibit high character, and we are committed to a diverse, equitable and inclusive environment.

SUMMARY: The Minnesota Vikings are seeking an innovative, energetic, and dedicated Guest Experience Coordinator. The mission of the Minnesota Vikings Guest Experience team is to create memorable experiences for Vikings fans, season ticket members, and game day staff. The Guest Experience Coordinator will help foster the creation of memorable experiences through the following factors: providing unmatched customer service to all Vikings fans at various Vikings events, supporting the Guest Experience and Operations team with game day and event day logistics, and ideating enhancements to the fan experience by utilizing data.

ESSENTIAL DUTIES AND RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

  • Provide the highest level of service and support developing, implementing, and enforcing SKOL Service standards at U.S. Bank Stadium, Twin Cities Orthopedics Performance Center, Vikings game days, and various Vikings events.
  • Resolve guest-related issues appropriately and track service issues to identify trends/service improvement opportunities through Microsoft CRM.
  1. Measure “Voice of Fan” survey responses within CRM and analyze responses for game trends and ideate solutions for operational issues.
  • Lead fan response process and delegate calls, emails, and meetings (average 100 per game) accordingly to ensure there is a personalized and genuine response based on game day experience to Vikings game attendees.
  • Responsible for the operations of the Sensory Room, Mother’s Room, and Mamava Pods on Vikings game days.
  • Support game day team member initiatives including Voice of the Team Member survey data aggregation and analysis, rewards and recognition programming, team member appreciation events, facilitation of training of game day staff, and development of game day team member tools (i.e., Team Member Playbook).
  • Oversee Game Day Gift Pack sales and marketing strategies and manage the Vikings Memory Maker game day team.
  • Assist Senior Manager of Guest Operations with NFL credentialing process and distribution, food and beverage programming, and operational needs at U.S. Bank Stadium and Twin Cities Orthopedics Performance Center.
  • Join U.S. Bank Stadium leaders as a member of the SKOL Service committee, to provide insight into stadium culture development as well as leadership decision-making.
  • Support the Guest Experience department at various events (major and small) with duties including but not limited to:
  1. Greeting/welcoming guests, overseeing event operations, assisting in the ADA program, and generating details by communication with leaders across the organization.
  2. Represent Guest Experience team at Vikings high school football events and initiatives at Twin Cities Orthopedics Performance Center and U.S. Bank Stadium.
  3. When needed, facilitate tours of U.S. Bank Stadium and Twin Cities Orthopedics Performance Center for Vikings partners, VIPS, new hires, and guests.
  • Support department projects, planning, and execution as needed.

QUALIFICATION REQUIREMENTS:

  • 1+ year(s) experience working in large-scale sports, entertainment, and/or a hospitality environment.
  • Superior customer service ethic with high concern for co-worker and guest satisfaction.
  • Demonstrated ability to seek proactive solutions to problems and situations before and/or after they arise
  • Excellent communication skills including written, verbal, and in-person.
  • Experience in using Microsoft Office Suite.
  • Experience working with Microsoft Dynamics CRM preferred.

CONFIDENTIALITY REQUIREMENTS: This position may require the individual to have access to confidential records and information. To successfully perform this position, confidentiality of the information with which the individual has contact must be maintained.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Ability to perform physical tasks such as lifting and moving boxes etc.
  • The ability to stand or walk for long periods of time
  • The ability to sit at a desk for long periods of time
  • Game days will require the candidate to navigate the stadium, premium locations, etc.
  • The ability to work a flexible working schedule

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Continuous excessive noise
  • Prolonged standing and/or walking
  • Occasional lifting of heavy boxes
  • Fast-paced environment in collaborative office setting

Our DEI Commitment: The Minnesota Vikings are committed to creating and sustaining a culture for you. Whoever you are, we are an organization that embraces and empowers people of all backgrounds and experiences and incorporate diversity, equity, and inclusion into the foundation of everything we do. We are proud to have a culture that empowers our people to harness their uniqueness to develop their full potential as a contributor to the success of the organization and the communities we serve. The Minnesota Vikings are an equal opportunity employer, and we continue to commit to creating equitable opportunities by ensuring that our place can be anyone’s place.