Guest Experience Coordinator

3 weeks ago

Houston, Texas, United States AEG Full time
Job Title: Guest Experience Coordinator

About the Role:

We are seeking a highly organized and detail-oriented Guest Experience Coordinator to join our team. As a key member of our operations team, you will be responsible for ensuring that our guests have an exceptional experience at our events.

Key Responsibilities:

* Assist with various tasks on game days and during special events
* Assist in the development and training of programs and execution of events that promote the club and enhance the fan experience
* Assist with the Battle Red Program

Duties and Responsibilities:

* Assist with the recruiting, hiring, and training of Guest Experience and Quality Assurance staff and Battle Red
* Oversee fan feedback specific to LSSE events, including correspondence, tracking, and reporting
* Receive all comments, suggestions, and complaints made by guests through Guest Experience booths, providing all appropriate follow-up with internal club departments and/or NRG Park partners to address issues and communicate resolution or status of matter back to the fans/customer
* Assist with teaching and operation of ticketing software systems
* Coordinate the operations of game day for LSSE events
* Assist in executing the "Success through Excellent Planning" (STEP) program and preparing presentations
* Assist with the recognition program for all game day and event staff
* Assist with customer service correspondence, track customer service initiatives, document results, and create corresponding reports for club management
* Attend and assist with training our ONE NRG Park partner staff trainings prior to football season, presenting on the Texans culture and initiatives
* Assist with soliciting feedback from guests on game days and adjusting based on that feedback
* Assist with the execution of Draft Party, Training Camp, LSSE events, and other events outside of game day
* Assist with the operations activities for all LSSE events, including event management, equipment procurement, and staffing
* Perform various other tasks that may be assigned from time to time by Manager or Director of Guest Experience

Requirements:

* Strong organizational and time management skills with the ability to prioritize and manage multiple tasks in a high-energy environment
* Strong interpersonal skills and the ability to develop solid working relationships at all levels across the organization and externally
* Ability to maintain attention to detail and possess the ability to work effectively under pressure and with deadlines
* Effective verbal, written, and interpersonal communications
* Ability and internal drive to demonstrate a winning attitude and a strong work ethic in the performance of all job responsibilities
* Proven ability to apply a high level of problem-solving and customer service knowledge and skills in resolving customer complaints or issues
* Ability to maintain confidential and/or proprietary information
* Availability and flexibility to work weekends, after-hours, and holidays at club and LSSE game and other events assigned
* Proficiency in the use of Microsoft Office software applications

Education and Experience:

* Bachelor's degree from a four-year accredited college or university preferred
* Minimum one (1) year job-related experience in events and/or sports environment required
* Customer service and operations experience preferred

Equal Opportunity Employer:

The Houston Texans organization is an Equal Opportunity Employer. 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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