Position Summary:
The Coordinator of Guest Experience will assist the Manager and Director of Guest Services in curating the highest level of customer service and satisfaction provided to all guests that visit loanDepot park and collaborating on the organization-wide training program. The Coordinator of Guest Experience will assist with the following areas, including but not limited to: Customer Service, Event Staff Oversight and Management, Issue Resolution, ADA, Lost and Found, Mystery Shopper, Incident Management, Parking and Ballpark Tours. This position must maintain an environment of exceptional service where guests and team members feel welcomed and appreciated.
Essential Functions:
· Attend to, resolve, and document guest issues or concerns during all games and events.
· Prepare and distribute event staff communications and event day deployments.
· Ensure Guest Experience locations are set and ready prior to team member arrival.
· Manage Event Staff schedules and time-keeping.
· Actively assist with the supervision of team members and promote continual training and education.
· Serve as Command Post Operator as needed, overseeing the intake of gameday issues and dispatching of resources for resolution.
· Research and collect industry data related to guest experience; offer suggestions on best practices and spearhead integration of initiatives.
· Maintain inventory of lost and found items, uniforms, radios, equipment, promotional items, and collateral.
· Assist in designing and managing the Mystery Shopper program, as well as drafting presentation and reports to highlight areas for improvement.
· Assist in the planning of non-baseball events – this includes regular interaction with a variety of departments within the organization, as well as external business partners.
· Serve as the Guest Experience Manager on Duty (MOD) for assigned games and events.
· Oversee the ballpark tour program and continually look for ways to enhance the experience.
· Facilitate the inputting of gameday and event day parking credentials for the organization, as well as resolving parking issues as they arise.
· Other administrative responsibilities as assigned.
Qualifications & Requirements:
· Must have the ability to function under the stress of heavy crowds, mediate situations and resolve potential issues involving guests and staff.
· Must be reliable, able to work flexible hours including evenings, games, weekends and/or holidays.
· Must be a self-starter and have the ability to work independently as well as within a team.
· Must have stellar communication and interpersonal skills as well as a positive, energetic personality; the ability to learn quickly and adapt to the situation is essential.
· Strong interpersonal and verbal/written communications skills.
· Highly organized and able to disseminate information to departments and partners in a timely fashion.
· Able to perform multiple tasks and projects simultaneously.
· Ability to motivate and maintain effective working relationships with staff and partners.
· Willing to learn and take direction well.
· Dependable, punctual and manages time efficiently.
· Pays great attention to detail.
· Microsoft Office proficiency required.
Suggested Education & Experience Guidelines:
· Bachelor’s degree from an accredited college/university
· Previous experience working in a Guest Experience capacity at a ballpark or similar venue
· Fluently bilingual in English/Spanish is a plus.
