About the Jacksonville Jaguars

The Jacksonville Jaguars are a professional football team and a member of the National Football League’s AFC South Division. The Jaguars are one of the NFL’s youngest franchises, playing their first regular season home game on September 3, 1995, in Jacksonville, Florida and have since won four division titles. The Jaguars are owned by Shahid Khan, a visionary leader whose businesses include Flex-N-Gate, Fulham Football Club, All Elite Wrestling, Bold Events and Iguana Investments. Since 2012, Mr. Khan’s impact on the Northeast Florida community has exceeded $500 million, including charitable giving through the Jaguars Foundation, capital improvements to EverBank Stadium and the creation of Daily’s Place, which hosts upwards of 40 concerts a year. The Jaguars and Iguana Investments recently opened the state-of-the-art Sports Performance Center (Miller Electric Center), which now houses all of football operations for the Jaguars, including players, coaches and other personnel. Over the next several years, the Jaguars and Iguana Investments will complete Phase 1 of the Shipyards, a reimagination of the riverfront which will include a Four Seasons Hotel and Private Residences, an office building and modernized marina, as well as begin additional projects to transform the area around the stadium into a year-round, mixed-use sports and entertainment district.

The Jaguars company values are Passion, Respect, Innovation, Dedication and Empowerment (PRIDE). The Jaguars believe in the importance of diversity, continual learning and transparency. We also understand the role that excitement, originality and fun play in the workplace. All of these ideas come together to build a strong and dynamic workplace culture. Because of this, we are dedicated to, and encouraged by, leading the way in developing a distinct and inclusive team.

Summary

The Guest Experience Coordinator function is to assist the Guest Experience Team in delivering a world-class, safe and enjoyable experience for all guests at EverBank Stadium and Daily’s Place. The ideal candidate is highly self-motivated, professional and capable of managing their workload and prioritizing tasks in a fast-paced environment. The Guest Experience Coordinator reports to the Senior Manager of Guest Experience.

Job Responsibilities:

Act as a liaison between guests and the organization. Responsible for communication with guests via [email protected] and [email protected] in a timely and professional manner, including management of Medical Exception certificates and guest recovery follow-up
Serve as Guest Experience Event Lead on Duty for Jaguars’ game days and Daily’s Place event days, by overseeing guest experience team, resolving ticket holder situations, and handling any customer service issues
Attend pre-event planning meetings, when necessary, to ensure that the guest experience team has accurate event information
Assist with the maintenance of Jaguars.com, DailysPlace.com and EverBankStadium.com to ensure all information, including FAQs and Know Before You Go, is up to date and easy to locate
Responsible for service recovery on event day as well as via phone or e-mail, including experience challenges or special requests
Responsible for the retention of guest experience team members and maintaining appropriate staff levels.
Assist with collecting Jaguars and Daily’s Place event feedback into postgame and post-event reports and entering into 24/7 (stadium’s incident management system). Generate postgame and post-event reports for resolution and talking points for upcoming meetings
Follow-up with issues reported in 24/7 Software pre-, during and post-event
Assist with stadium policy operational support, including NFL Clear Bag Policy and cashless stadium policy
Responsible for the execution and continued improvement of guest promotional items
Conduct pre-event briefings with supervisors and frontline team members for Daily’s Place and Jaguars
Assist with creation of staff event notes, including event-specific details and guest-related issues requiring follow-up
Assist with development of content and creative for department initiatives including the game day playbook, fan guide, signage and wayfinding
Assist with development and execution of staff training programs
Assist with the execution of NFL initiatives, including the Voice of the Fan review and follow-up
Proactively collaborate with stadium partners and internal departments to provide accurate information to frontline team members
Responsible for assisting with inventory management, Daily’s Place credential creation and collateral distribution
Assist with interviewing, hiring, training and scheduling of twenty Daily’s Place Part Time Guest Experience staff and one hundred in-season Jaguars Guest Experience staff; including seasonal assistant, Suite Services, Dispatch, Stadium Operations Center and Lifeguards
Assist with creation and implementation of Daily’s Place and EverBank Stadium post-event surveys
Assist with Guest Experience projects and other duties as assigned to meet business needs

Qualifications:

Required:

Ability to work an event-driven schedule, which may include weekend, evening and some holiday hours.
Minimum college degree with 2-3 years of service and/or operations experience
Excellent customer service skills
Thorough knowledge of MS Office Suite
Displays strong leadership and personnel management experience with the ability to coach and motivate a large and diverse group of employees
Must have excellent verbal and written communication skills
Ability to succeed in a fast-paced environment with the fortitude to multi-task
Values direct, honest communication at all levels of the organization. Maintains a professional and diplomatic communication style with all employees and guests

Preferred:

Supervisory experience
Public speaking experience

Perks and Offerings

Here is insight into some of the perks and offerings of the Jaguars and Bold Events:

Health, Dental, Vision and Life insurance options
Mobile phone stipend
100% match of the employee’s contribution, up to 5% of income, in company 401(k) program
16 weeks of paid parental leave, including adoption. Leave Sharing option available
Company provided lunch, during the work week
Wellness Programs inclusive of: Employee Assistance Program through NFL Lifeline as well as Colonial Life; preferred access to mental health appointments; access to onsite weight facility; company sponsored rec leagues; significant discounts to local YMCA; wellness challenges
Team member recognition and mentor programs
20 paid company holidays in addition to 17 days of PTO (that’s over 1 month of paid time off!); Summer Fridays
JagsU and various company and departmental training and development options
Various employee events and celebrations such as: an Employee Anniversary Celebration, PRIDE Awards Ceremony, Employee Days of Service, Employee Appreciation Day, a holiday party, quarterly all team meetings, happy hours and more
Opportunity to receive tickets to various events such as Jaguars home games and concerts, as well as other local, ticketed events
Various other perks and discounts through local partners
Onsite notary
Perks and offerings are subject to change and may be dependent upon role

View http://www.jaguars.com/careers/ to learn more about what it means to be a part of the Jaguars team!

Applications are being accepted online only. Please do not call to apply for this position. Please provide complete information. An incomplete application may affect your consideration for this position. The Jacksonville Jaguars are committed to a policy of equal employment opportunity and will not discriminate against an applicant on the basis of race, color, religion, creed, national origin, ancestry, sex, age, disability, veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, rules, or legal requirements.

By submitting this application, you understand that you may be subject to a pre-employment drug test. You certify that the information in your application is true, correct and complete. You authorize the Jaguars and its representatives to contact your prior and current employer and other references and all others for purposes of confirmation of the information you have provided. You understand your application is subject to, among other things, your eligibility to work in the United States.

Any personal data (including any sensitive personal data) that you provide to the Jaguars as part of the recruitment process and/or otherwise for potential employment may be held and processed for the purposes of your registration, application and potential selection and in connection with any subsequent employment or placement at the Jaguars or any of its affiliates. That data may be retained and further processed for the purposes of matching your skills and qualifications to future positions, identifying you as a potential candidate for future positions, to inform you of future positions and analytics in respect of who applies for positions with the Jaguars. If you are selected for the opportunity for which you apply, your personal data may be used for the purposes of entering into a relationship with the Jaguars, including sending you correspondence or general information relating to the employment relationship. Your personal data may be disclosed to Jaguars affiliates and to third-party organizations providing services to the Jaguars. Your personal data will be retained in accordance with the Jaguars document retention policies and applicable laws.