Coordinator – Guest Relations

Job Summary

• Serve as the primary customer service representative on game days, as assigned by the Manager – Guest Experience, to provide oversight, guidance and support of the guest relations staff and oversight of the First Aid Room


• Oversee game day medical services to ensure fans are provided with outstanding guest service when in need of medical care, including supervision of First Aid Room nursing staff, and physicians as well as tracking and following up of al medical incidents and reports


• Manage Guest Relations staff ensuring the highest standard of customer service, and provide support or guidance with guests as required


• Working in collaboration with Manager - Guest Experience to proactively seek to improve customer service efforts by providing ongoing feedback and sharing ideas for opportunities to improve


• Assist with guest recovery efforts, including responding to fan feedback, bounce-back surveys, online comments, and answering the guest hotline


• Cultivate and manage the Reward Recognition Program to provide staff with acknowledgement of, and incentive for, exceptional service and a positive image for the brand


• Coordinate wheelchair services for games and events, ensuring all items and procedures are in place

• Assist Stadium Operations team with the printing and distribution of staff credentials

• Must be available for all home games 


• Must be available for all large-scale special events (concerts, soccer, etc.)


• Must have strong inter-personal, communication, and organizational skills


• An interest in Customer Service, Sports Marketing/Administration, the Tourism industry or Facility Management preferred


• Prior experience in an administrative, customer service or hospitality related role preferred


• Ability to speak, read and write in Spanish is preferred


• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization


• Able to work a flexible schedule including many evenings, weekends and holidays as required based on the home team schedule and other major events