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10 Jul 2024

Guest Experience Coordinator

🇺🇸 Tampa, FL, USA
Full Time
1+ year exp.

JOB SUMMARY

The Guest Experience team are kind, curious, competent, and compassionate people.  We are passionate in our quest to deliver the very best in guest experience during every interaction with our guests.   We respect our guests, want them to have a fantastic time in our venues, whether watching Lightning Hockey, Legendary Concerts, or USF Athletics.  It is our mission for each guest that visits one of our venues to experience the best memories to be made in the sports and entertainment industry. Exceeding expectations is the standard, and we will work our hardest to ensure the best guest experience in North America.

This position values guests and is committed to providing positive impressions while delivering World Class Service. This position plays a vital role in creating a clean, safe, and enjoyable experience for our guests and employees.  The Guest Experience Coordinator will support the Manager in building and training a department of frontline staff that deliver memorable moments during Lightning Hockey, Legendary Concerts, and USF Athletics. The Guest Experience Coordinator will oversee the non event day elements of the venue’s guest experience department, inclusive of service touchpoints with guests via phone and email communication and lost and found operations.  This position serves the organization by successfully executing its mission to deliver the best guest experience in North America.  Service is truly a core pillar in daily tasks and culture building for this position.  

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Assist with hiring, training, deploying, and developing a frontline staff of 300+ committed individuals, including assistant managers, supervisors, ushers, ticket takers, elevator operators, plaza team members, concierges, and suite hosts

  • Work closely with all departments to establish and refine all processes for guest interaction, feedback, and conflict resolution

  • Coordinate and conduct staff briefings on scheduled events, delivering motivating messages, recognizing achievements, and sharing pertinent event information

  • Prepare the event night documents for frontline staff

  • Schedule tour guides for game day tours, private tours, and for New Employee Orientation

  • Assist in coordinating the employee recognition program for the Guest Experience department

  • Assist in the delivery of department specific training annually or as needed

  • Oversee and respond to guest inquiries via website contact forms

  • Oversee scheduling and payroll processing for the department

  • Oversee the Lost and Found Program (this includes but is not limited to; logging items in ABI, storing valuables and objects in a locked area and providing the item back to the rightful owner)

  • Oversee the department’s rewards and recognition program

  • Perform other duties as needed

SUPERVISORY & MANAGEMENT RESPONSIBILITIES

  • Indirectly oversee frontline staff with event night management responsibilities

  • Directly manage and schedule the Guest Experience Office Assistant and Switchboard Receptionist

GAME/EVENT RESPONSIBILITIES

  • Game/Event Night responsibilities: Yes

  • Approximate number worked per year: 75

QUALIFICATIONS

  • Bachelor’s Degree preferred in Sports and Entertainment Management or relevant focus

  • Minimum of 1 year experience in a Guest Experience role, preferably in the Sports and Entertainment Industry

  • Ability to remain calm and focused during times of stress and is extremely adaptable

  • Must be able to work long hours, including days, evenings, weekends, and holidays

  • Excellent ability to establish rapport and the ability to build strong interpersonal relationships with direct reports, colleagues, and senior leadership

  • Ability to communicate clearly in a professional manner both verbally and written

  • Exhibit good judgment, make sound decisions quickly, be proactive and anticipate needs of guests

  • Ability to meet tight deadlines, multi-task proficiently, work well under pressure with attention to detailand be creative with solutions to guests needs

  • Ability to relate to a diverse guest and employee base

  • Proficiency in Microsoft Word, Excel, and Outlook

  • Knowledge of ABIMM preferred to assist department manager

WORKING CONDITIONS

  • Ability to work efficiently and effectively in office and arena environment that can be exciting, loud and distracting

  • This is an onsite role; flexibility to work a minority of time remotely.

  • Ability to work extended hours including late nights, holidays, and weekends as needed

  • Ability to work prolonged periods sitting at a desk and working on a computer.

  • Ability to lift/carry/move up to 25lbs

  • Ability to work in cold/hot indoor and outdoor temperatures

  • Ability to use hands and fingers on office and mobile technology

  • Ability to listen and speak on phone, in meetings, and in one-on-one conversations

  • Ability to commute to various venues throughout the Greater Tampa Bay Area

  • Ability to work in areas that can become crowded with equipment and/or people

  • Ability to move comfortable throughout the arena with minimal accommodations

  • Ability to stand on feet for long periods of time, walk long distances and climb stairs.

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

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