Coordinator, Guest Experience

Overview:

The Coordinator of Guest Experience is an integral team player in ensuring that guests are treated with Ultimate Service at all venues operated by the Columbus Crew and Haslam Sports Group. The Coordinator will be a leader in delivering on our pillars of “Win. Fan. Community.” and must be solutions based, consistent, creative and focused on moving our event and daily experience forward.

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Essential Duties & Responsibilities:

• Present Guest Experience service standards across events and daily operations of the organization.
• Assigned event contact for Guest Experience at large scale ticketed and private events to ensure consistency in delivering Ultimate Service.
• Oversight of Guest Experience Team operations including recruitment, retention, training, and maintain expectations and service standards
• Develop and review event staffing plan with Event departments to ensure appropriate service, staffing, accessibility and budget needs are met or exceeded.
• Create and maintain Guest Experience Collateral – KBYG, manuals, staff notes, and training aides.
• Assist with budget review and expense tracking on a by event or annual basis.
• Oversee Guest Experience programs
  • Accessibility & Sensory Inclusion
  • Event Day Services
  • Fan Feedback
• Oversight of Human Resource functions – Payroll, onboarding, offboarding, evaluation for part time and seasonal staff.
• Evaluate and recommend improvements at all touch points of the guest journey.
• Maintain inventory and equipment related to Guest Experience staff.
• Data and record tracking for Guest Experience metrics and annual KPIs.

Required Experience and Qualifications:

• 2-4 years working in sports & entertainment venues
• Bachelor’s Degree in Sport/Event Management, Hospitality, Business or Equivalent combination of education and experience.
• Experience overseeing part-time event staff and performing at a high level for guest experience in sports & entertainment venues.
• Collaborative and high attention to detail.
• Demonstrated customer service experience.
• Project management and ability to balance multiple projects simultaneously.

Preferred Experience and Qualifications:

• Experience with Multiple Stadium or multi-purpose venue events.
• Demonstrated commitment to service culture and innovation.
• Experience with design software and event software (Staffing, mapping, fliers, etc.)
• Advanced knowledge of event logistics, planning, budgeting, and implementation