Guest Experience Coordinator

Job Summary

• Manage all administrative tasks for the Guest Experience department to include: the day to day preparations for events at the Stadium including event notes, credential sheets and deployment sheets as needed. Oversee archiving and storage of post-event documents.


• Perform “walk through” of the building prior to opening doors to the public.


• Act as a liaison between Management, Supervisors and staff. Effectively communicate any issues or concerns through the proper channels.


• Manage and oversee the Wheelchair program. Help assist guest prior to event days with proper information on our wheelchair process. 


• Assist guests with information/problems/issues before, during and after events.


• Weekly analysis of secret shopper reports, guest resolution issues, supporting and collaborating with management to fix any situation that comes directly from these reports.


• Serve as Event Lead when necessary.


• Answer Guest Experience e-mails, phone inquiries and mail correspondence during normal business hours. Assist with lost and found inquiries.


• Coordinate/direct staff for pre-event and/or post-event activities including our scheduling program.


• Maintain staff databases, forms and templates. 


• Oversee paperwork for hiring, training and department meetings. Co-Facilitate training along with tracking employee training in our system.


• Order all supplies for Guest Experience Management and Supervisors. 


• Maintain department equipment: scanners, time clocks, 2-way radios and accessories, earplugs, signage, wheelchairs and all other supplies required to operate the department.


• Work with vendors to coordinate repairs or ordering replacements.


• Keep inventory of supplies and uniforms.


• Assist Guest Experience Management team with special projects/tasks as assigned.

• A minimum education level of: BA


• A minimum of 1-3 years of related work experience 


• Experience working in a fast-paced environment, with ability to work under pressure, multi-task, recognize problems and find solutions


• Demonstrated skills working well with fellow staff members


• Able to work long irregular hours as dictated by events and schedule, including nights, weekends and holidays


• Strong organizational skills


• Excellent communication skills


• Able to stand or remain in a stationary position (e.g., when assigned to a certain station or post) for long periods of time and lift or move/position items weighing up to 30 lbs. 


• Proficiency in Microsoft Office programs (Word, Excel, Outlook, and PowerPoint)


• Ability to read, listen, and communicate effectively in English, both verbally and in writing