Guest Experience Intern

4 weeks ago

Denver, United States AEG Full time
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Job Title:Guest Experience Intern

Department:Guest Experience

Business Unit: Kroenke Sports and Entertainment

Location: Denver, CO

Reports To: Senior Manager, Guest Experience

Employment Type:Part-time - Hourly - Non-Exempt

Supervisor Position: No

Kroenke Sports & Entertainment (KSE) is an American Sports and Entertainment holding company based in Denver, Colorado. KSE is committed to providing world class sports and entertainment for both live and broadcast audiences. We are the employer of choice as the owner and operator of Ball Arena, DICK'S Sporting Goods Park, the Paramount Theatre, Denver Nuggets (NBA), the Colorado Avalanche (NHL), Colorado Mammoth (NLL), Colorado Rapids (MLS), KIMN, KXKL, KKSE (FM/AM), Altitude Sports & Entertainment, Major League Fishing/Fishing League Worldwide (MLFLW), Winnercomm, Outdoor Sportsman Group and SkyCam.

Nature of Work:

The Guest Experience Internship provides an opportunity to learn about the planning, execution and implementation of guest services at Ball Arena and DICK'S Sporting Goods Park. Interns will participate in the day-to-day operations of the Guest Relations & Guest Experience departments, assist with various departmental game and event night responsibilities and initiatives and learn how to effectively manage and train department staff. This position will also assist the Guest Experience department with planning and implementing training for all part time event staff, as well as the management and execution of the Memorable Moments team member appreciation program. The ideal intern should have strong communication, organization and time management skills, possess a desire to learn about conflict resolution and event management and be available some nights and weekends.

Examples of work performed:
  • Assist with office duties to include checking voicemails, compiling and coordination special occasion celebrations during events, compiling guest survey data, and responding to guest emails/phone calls/text inquiries
  • Assist with Guest Experience training for all Ball Arena and DICK'S Sporting Goods Park part time staff, including vendor partners
  • Plan and coordinate all aspects of Guest Experience employee appreciation events
  • Assist with team member appreciation programs, including cross-department communication, organization, and distribution of program materials
  • Shadow Manager on Duty during events including Guest Experience and other Venue Operations departments
  • Data entry for staff related procedures (monthly scheduling, employee notes, supervisor feedback forms, etc.)
  • Conduct research and create presentations for proposed program initiatives, staying up to date on league(s)/venue best practices for enhancing the guest experience
  • Attend weekly department and company meetings as assigned
  • Work toward managing an event as the Guest Experience Manger on Duty including preparation of pre-event materials, assigning staff positions, taking calls and being point of contact during event and preparing post event budget
  • Facilitate and conduct the New Hire Onboarding Tours at Ball Arena
  • Assist with covering in bound phone calls to Guest Relations and main Ball Arena reception phone line when needed
  • Participate in required KSE Intern Program events and trainings
  • Provide feedback/suggestions in department related tasks/meetings
  • Bring forward ideas on improving the guest experience at our venues and on projects you would like to work on
  • Assist with other various Venue Operations tasks/assignments/projects from other members of department as needed and schedule allows
  • Other duties as assigned
This description is a summary only and is describing the general level of work being performed, it is not intended to be all-inclusive. The duties of this position may change from time to time and/or based on business needs. We reserve the right to add or delete duties and responsibilities at the discretion of the supervisor and/or hiring authority.

Working Conditions & Physical Demands:
  • Typical Office Conditions
  • Ability to stand and move for long periods of time during events both indoors and outdoors in varied weather conditions
  • Comfortability working with large crowds
  • Occasional need to lift boxes/materials up to 30 pounds
  • Ability to work non-traditional hours including nights, weekends and holidays
Qualifications:
  • Minimum
    1. High school diploma or GED
    2. Applicants must meet minimum qualifications at the time of hire
  • Preferred
    1. 1+ years of work experience
    2. 1+ years of college/university education
    3. 1+ years of customer service experience and/or event planning experience preferred
Competencies/Knowledge, Skills & Abilities:
  • Ability to maintain positive attitude and demonstrate professionalism
  • Ability to maintain a high level of confidentiality
  • Ability to complete work accurately and in a timely, efficient, and organized manner
  • High attention to detail
  • Ability to work independently & in a group setting and demonstrate good judgment skills
  • Ability to communicate effectively orally and in writing with senior management and a diverse staff
  • Possesses excellent interpersonal skills and professionalism
  • Ability to multi-task, prioritize and adapt to changing environments
  • Proficient in a variety of presentation systems/techniques
  • Working knowledge of Microsoft Office including Word, Excel, Outlook and Publisher
  • Ability to work in a fast-paced environment with multiple departments and multiple companies
  • Ability to provide workers' compensation and general liability insurance from the university sponsoring internship experience
  • Ability to work independently
  • Strong professional presence
  • Willingness to learn and contribute to team goals
  • Available to work some nights and weekends
  • Ability to acquire or produce and maintain a valid Colorado driver's license and meet company vehicle driving standards, preferred
Compensation:
  • $18.29/hour
  • 29 hours per week maximum
Benefits Include:
  • 401K/Employer Match


Equal Employment Opportunity

Kroenke Sports & Entertainment (KSE) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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