Coordinator, Guest Services

Cleveland Browns Job Opportunity

Summary Description

Assist the Director of Guest Services with the day-to-day activities of the Guest Services department concentrating on game/event day staff management and for special events at Cleveland Browns Stadium.

Essential Duties & Responsibilities

Staff Administration

• Manage Guest Services staff onboarding
  • Actively recruit team members year-round using conventional and creative means
  • Screen applicants to determine the best candidates for interviews
  • Schedule, coordinate and conduct interviews
  • Work closely with Human Resources to track and ensure completion of all new hire paperwork
• Maintain accurate personnel records and coordinate with Human Resources Department
  • Document and track gameday and special events call offs, no-shows, and overall attendance
• Communicate with and engage staff year round
• Assist Director of Guest Services developing and implementing strategies for staff retention
• Assist Director of Guest Services writing and updating Job Descriptions, SOPs and any other pertinent department documents
• Assist the Director of Guest Services with training for Guest Services and stadium partner staff
• Ideation and implementation of game/event day staff incentive programs
  • Budget, coordinate, design and execute material incentives (birthday program, team of the game, earn your stripes, perfect attendance, years of service, etc.)
  • Ability to think broadly with meaningful reward and recognition
  • Assist with planning and executing the end of the year party

Game/ Event Day Administration

• Assist the Director of Guest Services with developing and executing staffing plans
• Develop and create game/ event day paperwork (event sheet, briefing notes, suite listing, etc.)
• Coordinate and conduct pre game/ event day supervisor briefing
• Maintain an accurate inventory of uniforms, supplies and stadium wheelchairs
• Prepare event recap reports
  • Keep accurate records of supervisor recap comments, uniform distribution, and guest services recap

Guest Services

• Assist Director of Guest Services with implementing fan experience strategies
• Coordinate with TEAM representatives to ensure the success of the gameday Designated Driver Program
• Oversee Guest Service gameday programs including but not limited to First Game Certificates, Comfort Kits, Assisted Listening Devices, Closed Captioning Devices and Birthday Program
• Supervise Suite and Club inspection and stocking team
  • Identify qualified staff to conduct spaces inspections and materials stocking
  • Ensure found issues are communicated to Maintenance and Facilities in a clear, complete and timely fashion
• Assist in the investigation and resolution of fan concerns and complaints with an emphasis on resolving issues and fan recovery on the event day

Special Events

• Provide qualified guest experience staff for private / secondary events
  • Work closely with Stadium Operations, Coordinator of Logistics and Aramark to appropriately staff the event
  • Manage scheduling and payroll on Dayforce on a weekly basis
  • Create and distribute event orders, tour routes and any other materials required for the successful execution of the event
• Update special events team, event binder, and any additional materials needed
• Supervise and provide direction to Guest Services staff at training camp in Berea, Ohio
• Prepare special events recap reports

General

• Assist with creating stadium maps for the department including but not limited to deployment, emergency evacuation and traffic patterns
• Issue and track staff uniforms and equipment
• Have a general understanding of TicketMaster system and scanners to troubleshoot and resolve issues
• Follow and enforce department and company policies and procedures
• Be certified by Techniques for Effective Alcohol Management (TEAM) and conduct certification classes to staff
• Contribute to snow removal and provide staff as necessary
• Ability to speak in front of large groups
• Other duties as assigned

Required Experience & Skills

• Ability to work independently, prioritize, and make quick and decisive decisions with confidence
• Familiarity with payroll and scheduling systems
• Clear understanding of all department and company policies and procedures
• Clear understanding of individual staff responsibilities within the department
• Basic computer skills specifically including Microsoft Office
• Basic understanding of standard office equipment
• Comfortable addressing large groups of people
• Supervisory experience preferably in a public assembly facility
• Experience hiring and training a part time staff
• Ability to solve staff, fan and visitor issues efficiently
• Clearly, effectively, and professionally interact with staff, supervisors, fellow departments, contractors and the public
• Ability to read, write and speak English
• Ability to walk, stand, and climb stairs and ramps during entire shift (8 – 12 hours)
• Ability and willingness to work outdoors in elements for entire shift (8 – 12 hours)
• Ability to lift, carry, and transport large boxes and items in excess of 25 lbs
• Ability to work long and irregular hours including nights, weekends, holidays, NFL games and special events including but not limited to soccer, football, concerts and banquets