COMPANY SUMMARY

At Pacers Sports & Entertainment (PS&E), we are dedicated to delivering best-in-class sports and entertainment experiences while making a positive impact on our community. As the home of the Indiana Pacers, Indiana Fever, Indiana Mad Ants, Pacers Foundation, Gainbridge Fieldhouse, and the WNBA 2025 All Star Weekend, we strive to exemplify our core values of Respect, Teamwork, Trust, Passion, and Excellence in everything we do. Our mission is to create memorable moments for our fans and foster a culture of inclusivity and excellence both on and off the court. Our purpose is Winning, Serving, and Entertaining.

JOB SUMMARY

The Guest Operations Coordinator will support both the Guest Experience and Event Services teams at Pacers Sports & Entertainment. The Guest Operations Coordinator is someone who has a passion for delivering a world-class guest experience, a true desire to interact with people from all backgrounds and is a collaborative teammate. This individual will have an emphasis on administrative duties and will also be required to work non-traditional hours.

ESSENTIAL DUTIES / RESPONSIBILITIES

Assist both departments with administrative tasks including scheduling, timesheet management, and attendance tracking.
Conduct interviews for part-time positions under the direction of the Guest Experience and Event Services Managers.
Collect and submit paperwork to the Human Resources team as part of the employee life cycle.
Monitor and respond to guest correspondence that is directed to the Guest Services inbox in a timely manner. Disperse emails to the proper departments as needed.
Assist the Guest Experience Manager with details related to the Gainbridge Fieldhouse Tour Program.
Oversee show VIP activities.
Serve as the main point of contact for Secret Shopping Auditors as directed by the Director of Guest Experience.
Assist the Director of Safety & Security with Safety Captain Program & Red Team.
Monitor credential requests and inventory.
Manage and maintain inventory for the Guest Experience and Event Services team including uniforms, radios, wristbands, iPads, and guest recovery items.
Collaborate with the Box Office staff to maintain and troubleshoot ticketing hardware.
Review post event documents and reports.
Learn how to operate the 247 Software system and complete training with Gainbridge Fieldhouse Event Command.
Assist Director of Guest Experience with tasks related to the Elevate Assist Program.
Attend weekly department and events meetings.
Serve as main point of contact for Guest Services and/or Event Services teams during events at Gainbridge Fieldhouse as needed.
Other duties as assigned.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires an individual that must have a genuine passion about caring for staff and guests.

EDUCATION and/or EXPERIENCE:

This position must have strong organizational skills. Excellent communication and interpersonal skills required. Ability to develop and maintain strong professional relationships with constituents at all levels. Excellent computer skills and working knowledge of Microsoft Office also required.

Bachelor's degree preferred, equivalent to work experience.
3+ years of customer service experience preferred.

COMPUTER SKILLS:

Employee should have a good working knowledge of and a high level of competency in Microsoft Office including Excel, Word, Outlook, PowerPoint. Employee should have working knowledge and experience using Apple products, specifically iPads.

LANGUAGE SKILLS:

Outstanding and proven communication skills required (both verbal and written). Ability to read, analyze, and interpret instructions and reports. Ability to effectively present information, speak publicly, respond, and communicate to questions/issues/problems from internal and external constituents a must. Excellent people skills, real desire to interact with people, with an ability to interact efficiently and in a professional manner with VIP’s as well as internal and external clients at all levels within an organization and throughout the community.

PROBLEM SOLVING REQUIREMENTS:

Employee must make independent decisions and exercise independent judgment and discretion. Must be able to adapt problem solving for a variety of situations, including different events, stress levels, customer profiles and many other variables.

PHYSICAL AND ENVIRONMENTAL DEMANDS

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the noise level in the office work environment is usually moderate and the noise level in Gainbridge Fieldhouse / game environment is usually loud. The stress level may become high during certain times of the year.

While performing the duties of this job the employee is regularly required to:

Sit
Stand
Walk
Reach
Lift
Be exposed to loud noises
Use computer
Use telephone
Use radio
Speak, hear, read and write
Multi-task
Present with poise, influence and professionalism
Visually interpret physical surroundings
Interpret crowd dynamics

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, gender identity, marital status, disability status, protected veteran status, or any other characteristic protected by law.