Guest Experience Coordinator|Acrisure Arena

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Overview

The Guest Experience Coordinator reports directly to the Manager of Guest Experience and is responsible for providing thorough leadership and coordination of all PT Guest Experience staff. This role is critical in helping create a best-in-class guest experience, ensuring Acrisure Arena is a must-visit destination. This position will hire, train, supervise, schedule, motivate, direct, and lead large volumes of part-time Guest Experience staff for Coachella Valley Firebirds hockey games, concerts, family shows, and other events. Responsible for creating and implementing plans to create positive solutions to guest and/or staff challenges. Acts as liaison between the facility and clients, ensuring client's requirements are met and facility rules, regulations, and policies are adhered to.

This role will pay an hourly rate of $27-$29/phr.

Benefits for FT roles: Benefits: Health, Dental and Vision insurance, 401(k) savings plan, 401(k) matching, and paid time off (vacation days, sick days, and 12 holidays).

This position will remain open until 11/20/24.

Responsibilities

• Effectively lead, direct, empower, and work alongside part-time staff with the goal of creating exceptional experiences at Acrisure Arena.
• Actively monitor team member interactions with guests, and fellow colleagues, to ensure a high level of guest satisfaction.
• Recruit, hire, and effectively train staff.
• Serve as the lead in the escalation of guest questions or complaints, ADA services, and information to guests with disabilities in a timely and professional manner.
• Create and lead events for Guest Experience staff recognition and provide continuous opportunities for staff to remain engaged.
• Manage scheduling and assignment of all part-time staff requested per event through various scheduling platforms.
• Coordinate staff check-ins, call offs, event briefings, breaks, and post event meetings with other guest services teammates.
• Manage staff timekeeping accuracy. Adjust/Communicate to HR regarding any missing time, transferred hours, and scheduling issues.
• Serve as Manager on Duty with full autonomy for assigned events in the absence of other Management staff.
• Work with colleagues on emergency planning and risk management to ensure a safe environment for everyone on property.
• Order and maintain guest experience assets, equipment, uniforms, supplies, etc.
• Collaborate with event services team members on various projects.
• Respond to staff and guest inquiries and concerns daily through both verbal and written communication. Answer guest services inquiries promptly and courteously
• Manage guest services activities (Lost and Found, Accessibility offerings, etc.)
• Other duties as assigned.

Qualifications

• Bachelor's degree in a related field from an accredited college/university is preferred. R
• 1-2 years of guest services experience in a stadium, arena, convention center or other public assembly setting.
• Previous experience in a guest service-based industry.
• Proficient in use of Microsoft Office programs.
• Knowledge of operational characteristics of events, including crowd management and control techniques, fire and public safety regulations, etc.
• Ability to communicate clearly and concisely, both verbally and in writing
• Self-motivated with excellent interpersonal and communications skills, and the ability to function and make leadership decisions in a fast-paced high-pressure environment with strong attention to detail and organization.
• Ability to work independently and as part of a team.
• Bilingual (English and Spanish) highly preferred but not required.

Working Conditions:

• Must be able to work a flexible schedule inclusive of weekends, nights and holidays.
• Frequent bending, lifting 20+ pounds, sitting, exposure to multiple external elements, exposure to loud events, and extensive walking through the building.

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