Guest Experience Coordinator

Job title: Guest Experience Coordinator

Work Location: NRG Stadium – Houston, Texas

Division/Department: Guest Experience

Reports to: Operations Manager

☒ Full-Time

☐ Part-Time

☐ Exempt

☒ Non-Exempt

Essential Job Function:

• Assist with various tasks on Texans gamedays and during LSSE 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/Responsibilities:

• Assist with the recruiting, hiring, and training for Guest Experience and Quality Assurance staff & 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 gameday for LSSE Events.
• Coordinate the Evolv systems on gameday and be the main point of contact on the ins and outs of Evolv.
• Assist in executing “Success through Excellent Planning” (STEP) program and preparing presentations.
• Assist with the recognition program for all gameday 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 gamedays and adjusting based on that feedback.
• Assist with the execution of Draft Party, Training Camp, LSSE events and other events outside of gameday.
• 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.

Position requires routine face-to-face personal interaction with other Club personnel; therefore, job responsibilities must be physically performed in the Club offices and not in a telecommuting manner.

Education and/or Work Experience Requirements:

• Bachelor’s degree from a four-year accredited college or university preferred.
• High School Diploma required.
• Customer service and operations experience preferred.

• Strong organizational and time management skills with 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 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 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 use of Microsoft Office software applications.

Physical Requirements:

• Occasional travel related to job duties and responsibilities.

• Must be able to lift and carry up to 50lbs.
• Must be able to talk, stand, walk, sit, drive, bend, squat, climb, twist and reach as necessary.