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Born in 1991, Sharks Sports and Entertainment (“SSE”) has grown into a multi-faceted organization that includes the SAP Center, the NHL San Jose Sharks, the AHL San Jose Barracuda, the Tech CU Arena, three Sharks Ice facilities, and the non-profit Sharks Foundation. Additionally, we are growing our organization through expansion in the Bay Area and surrounding communities in Northern California.

We work and play in the Bay Area, and are deeply influenced by the technology, innovation, diversity, and commitment to excellence that surrounds us. Our culture is transforming to reflect those values, with an eye towards a pioneering, forward-thinking, and inclusive environment in sports and entertainment.

We live, work, and innovate by a set of Pioneering Principles:

T – Team success is more important than individual success

E – Exceptional experience is non-negotiable in everything we do

A – Appreciate others for their diversity and opinions

M – More risk leads to more rewards and expands our comfort zones

T – Trust that all teammates have the best intentions

E – Empower all teammates to make informed decisions

A – Always say what you really mean and do what you say

L – Lead by showing the respect to others you expect from them

We strive to unite people through a shared love of ice sports, entertainment, and our hometown. We are #TealTogether.

Summary:

The Guest Experience Administrative Coordinator, acting under the direction of the Sr. Director of Guest Experience & Security is responsible for the day-to-day administrative and analytic functions of the Guest Experience & Security Department.

Administrative Responsibilities:

  • Provides administrative support to the Sr. Director of Guest Experience and Security.

  • Consult with department leadership on personnel and guest matters.

  • Create and maintain department reporting on staffing, attendance, and training.

  • Respond to guest concerns via phone, e-mail, and letter or in person, escalating as appropriate.

  • Manage department guest concern tracking and reporting.

  • Document and maintain assigned area standard operating procedures.

  • Assist with the department budget, create monthly reporting, purchase orders and check requests.

  • Develop and maintain Employee Entrance Communication board calendar and creative collateral.

  • Assist with the creation and distribution of department communications.

  • Oversee department electronic files, ensuring proper storage and compliance.

  • Prepare Article 19 , availability, and separations letters.

  • Conduct Article 19 notification meetings, collaborating with Guest Experience Manager.

  • Collaborate with Guest Experience Manager on guest concerns to ensure scheduling and documentation of Article 19 meetings.

  • Oversee the department payroll functions and reporting.

  • Collaborate with Guest Experience Office Manager on hiring, on boarding and Pioneering Principles Recognition program.

  • Ensure that all Human Resource Department paperwork is submitted in a timely manner.

  • Create after incident action reports as applicable.

  • Attend weekly Operations Meeting, distributes notes to GEC’s and department as applicable.

  • Maintain KPI and budget tracker reports.

  • Collaborates with Event Production department to schedule department meetings and trainings.

  • Ensure all meetings, hiring and trainings materials are prepared and set up.

  • Create billing reports for Team Services and Sales Event Functions.

  • Collaborate with Guest Experience Manager to ensure event estimates are submitted timely.

  • Oversee Team Member Leave of Absence program, providing monthly update to leadership.

  • Create weekly department report card on staffing.

  • Assist Scheduling Coordinators with the assignments and scheduling as needed.

  • Maintain the Ushering email account, responding to all comments in a timely manner and archive messages for documentation.

  • Maintain team member communication log, ensuring Coordinators are entering information appropriately.

  • Provide project support to department leadership as appropriate.

  • Will perform other duties as assigned.

People Management Responsibilities:

  • Empower frontline team members to consistently practice desired performance that enhances the guest’s entertainment experience.

  • Hold themselves and staff accountable.

  • Counsel frontline team members on proper job performance and the need to create a positive, safe guest experience for all events. (Written and oral)

  • Identify and develop staff for department support responsibilities.

  • Follow all organizational labor guidelines, human resources policies and regulations, monitors for compliance.

Key Skills, Attributes & Qualifications:

  • Interpersonal communication includes high-level problem-solving and quick turnaround decision-making in demanding situations.

  • Demonstrate working knowledge in programs such as Access, Excel, Word, and PowerPoint.

  • Ability to be flexible, to coordinate and juggle numerous priorities and projects and meet deadlines without sacrificing creative effectiveness.

  • Maintain acceptable attendance and punctuality.

  • Must be detail oriented.

  • 1- 3 years of proven experience in the guest services/hospitality industry; with 1-2 years of supervisory experience preferred.

  • 1-3 years of proven administrative experience.

  • Strong project management skills and ability to multi-task.

  • It is imperative that you can work independently without supervision, be self-directed and demonstrate initiative.

  • Exhibit good judgment and decision-making skills, as well as ability to manage your own time and implement your own schedule.

  • Ability to meet tight deadlines and work well under pressure.

  • Strong organizational skills, time management skills and attention to detail required.

  • Please note that this is a job that frequently operates outside of SAP Center’s core working hours. Because of supervision of employees, it requires working events at SAP Center on a nightly basis.

  • This job will require the availability to work shifts outside of SSE’s typical business hours. With advance notice, you may be scheduled to work evenings, weekends, and holidays. A successful Guest Experience Coordinator will demonstrate a clear understanding that most of the events take place between the hours of 5:00 p.m. and 12:00 a.m., including work on holidays and weekends.

What We Offer

  • Competitive compensation (base salary and variable incentive plan)

  • Medical/Dental/Vision/Flexible Spending Accounts (all LGBTQ+ friendly)

  • Pretax Transportation Benefit

  • 401K (pre-tax and Roth options)

  • Minimum of 10 Paid Holidays and Wellness Days per year

  • Complimentary or discounted sports and concert tickets

  • Other League & partner discounts

  • Central office location in downtown San Jose at the heart of Silicon Valley; convenient access to Caltrain, VTA, major freeways and free parking

  • An inclusive culture which values diversity of background and a passion to improve our SSE’s commitment to change with impact on our community and industry

  • Potential for flexible scheduling and telework opportunities

This position is not eligible for U.S. work authorization sponsorship.

Our Commitment to Diversity, Inclusion & Belonging

Here at Team Teal, we recognize and celebrate that individuals come with a wealth of experience and talent well beyond any list of required skills and qualifications – in fact, we believe diversity of backgrounds and skills, combined with passion, are the most important keys to meaningful innovation and excellence. Therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process.

EEO

Sharks Sports and Entertainment is an equal opportunity employer. We accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, national origin, marital status, medical condition as defined by state law (genetic characteristics or cancer), physical or mental disability, military service or veterans’ status, pregnancy, childbirth and related medical conditions, genetic information, or any other classification protected by applicable federal, state, and local laws and ordinances.

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