The Coordinator, Guest Relations is an integral part of the Guest Relations Team at the FedExForum. This position is responsible for coordinating and maintaining all Guest Relations programs for FedExForum and the Memphis Grizzlies. This position is responsible for managing a team of Guest Relations Supervisors and Team Members to ensure a safe, comfortable and excellent guest experience through planning, monitoring, delegating, controlling and managing many aspects of the Guest Relations department before, during and after events.
The Coordinator will serve as a culture builder with an emphasis on creating an authentic and meaningful relationship with the guest relations part-time staff. This position will ensure that a consistently high standard of guest relations is met at all times.
In This Role You Will
Create, foster, and maintain the Company’s reputation for great service and reduce liabilities, by providing necessary training, feedback, support and guidance to the Guest Relations Supervisors and Team Members.
Work closely with the leadership team to empower, lead, coach, mentor and discipline Guest Relations Team Members as needed.
Assist with the assessment, interviewing and hiring selection processes for the Guest Services Department.
Implement and lead pre-shift event meetings to include updates, recognize team members and deliver service expectations.
Supervise and resolve all Guest Relations issues in a timely manner, conducting guest surveys, logging all complaints, compliments, and special requests.
Manage the guest relations part-time supervisory team with a constant focus on leadership development.
Assist with the accurate and timely scheduling of staff, ensuring all open position(s) are filled within XX hours of shirt start time.
Maintain attendance records for all Guest Relations Employees using UltiPro (UKG) and other digital platforms as necessary.
Develop, implement, and maintain a guest request/comment card process to have at each event.
Maintain our FedExForum and Memphis Grizzlies Guest Relations Protocols/Web Info.
Contribute to the development and implementation of the Guest Relations Business Plan.
Assist with special events in accordance with the Guest Relations Business Plan.
Maintain the FedExForum Tour program to include booking, staffing, and facilitating tours.
Maintain all ADA requirements for the facility and keep all ADA related materials updated.
Assist clients with game/event day meetings and requests.
Assist in responding to Part time staff inquires and issues.
Work with the Guest Services Director on special projects/tasks as assigned.
Other related duties as required.
The Experience You Will Bring
Bachelor’s degree in hospitality management, business, sports management, or related field, OR equivalent work experience.
Minimum of two (2) years to four (4) years guest relations and venue management experience in like-size facility.
Prior experience working in a fast-paced environment, demonstrating an ability to work under pressure, multi-task, recognize problems and find solutions.
Experience supervising a large number of part-time staff.
Ability to demonstrate superior customer service and Sales & Service team support.
Excellent people skills, with an ability to interact effectively and in a professional, diplomatic, and mature manner with VIPs, as well as internal and external clients at all levels within an organization.
Strong communication skills, both verbal and written.
Technically adept in digital platforms commonly used for communications, project management, and/or the ability to learn and adopt digital platforms with ease.
Knowledge of computer applications, such as Microsoft Office, including Outlook, Word, PowerPoint, Excel, Teams, and Adobe Acrobat.
Highly organized with good coordinating and project management skills.
Ability to work irregular hours for an extended period of time as dictated by events and schedule, including nights, weekend and holidays.
Ability to stand or remain in a stationary position and walk or move about an arena for long periods of time. Ability to lift or move/position items weighing up to 20 lbs.
Nice to Have:
Knowledge of and a passion for the sports and entertainment industry.
Incident Management System, ABI Scheduling System and UKG Time Management experience
What We Offer
At the Memphis Grizzlies, we strive to support our team members through all stages of life with robust and attractive benefits, financial and wellness options and great perks. In addition to offering a competitive salary, we have other great benefits and perks.
Keeping You Healthy
Industry leading health coverage
Short and Long-term disability
Team Member and Dependent Life Insurance
Group Voluntary Benefits
Wellness programs through EAP and Headspace
Discounts and Perks
Employee Assistance Program
Team Store Discounts
Happy Hours and other fun activities
Free parking and game night meals
NBA Sponsored Discount Programs
Employee Referral Bonuses
Employee Recognition Programs
Taking Time Off
Generous Paid Time Off
Paid Paternity Leave
Memphis Basketball LLC is an equal opportunity employer. We are committed to treating all applicants and team members fairly based on their abilities, achievements and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity or any other classification protected by law.