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.