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Guest Services Coordinator at FedExField - BEST Crowd Management (Greater Landover · MD)

BEST Crowd Management jobs
Sports Jobs in Greater Landover · MD
Event Management: Event Operations/Management
SUMMARY: The Guest Services Coordinator of BEST Crowd Management will assist with leading the guest services account operations at FedExField, home of the Washington Football Team and The Theater at the MGM National Harbor.  This position reports to the Guest Services Manager of BEST Crowd Management and works closely with the client’s management teams to ensure the delivery of best in-class guest services for all events at the stadium and theater, including NFL football games, concerts, and other major events.  This person assists with the management of 600 guest services team members.  The Guest Services Coordinator consistently exceeds expectations in providing positive energy and best in-class guest services for all team members, clients, and guests.
 
ESSENTIAL JOB FUNCTIONS:
  • Manage positive client relations with the Washington Football Team and MGM National Harbor. 
  • Responsible for the leadership of all BEST Crowd Management guest services event day positions, which consists of team leaders, ushers, escalator attendants, crossing guards and other various event staff positions.
  • Manage the hiring, training and team member relations recognition program for all BEST Crowd Management team members.
  • Coordinate and execute scheduling, staff communications and payroll process for guest services team members.
  • Manage event day guest services team leaders with a focus on their development.
  • Lead and execute pre-shift event day meetings to include updates, recognize team members and to deliver service expectations to team members.
  • Manage major event logistics, guest services staffing and redeployment plans, estimates and operational needs while working closely with the Guest Services Manager and the clients. 
  • Coordinate and execute the event preparations, equipment distribution and uniform inventory processes for all stadium and theater events assigned.
  • Play an active role in coordinating the secret shopper program, review reports and identify areas to improve guest services within our account operations.
  • Play an active role in reviewing the NFL Voice of the Fan survey results to improve our guest services operations.
  • Assist the Guest Services Manager with the review of guest, client and team member feedback as an effort to improve our guest services account operations.
  • Consistently build relationships with the venue management team, stadium service partners and all stadium event staff team members.
  • Assist the Guest Services Manager with the management of the annual planning, goals and guest services account budget.
  • Assign additional duties deemed necessary to the Guest Services Team Leaders and account administrative assistants.
  • Assist the Guest Services Manager and Regional Director of Guest Services of BEST Crowd Management with additional responsibilities deemed necessary.
 
JOB REQUIREMENTS:
  • College graduate preferred
  • Minimum one (1) to three (3) years guest services and venue leadership experience
  • Management & supervisory experience required
  • Strong customer service and interpersonal skills
  • Conflict resolutions skills
  • Ability to effectively and professionally communicate both orally and written with guests and staff
  • Ability to handle heavy phone and computer use volume
  • Ability to work weekends, nights, and holidays as dictated by events
  • Professional image and attire
  • Highly organized and able to manage multiple projects

SYSTEMS QUALIFICATIONS:
  • Incident Management system experience preferred
  • ABI Staff Scheduling Program system experience preferred
  • ADA Coordinator Certification experience preferred 
  • MS Word, Excel, PowerPoint and Outlook computer skills
 
This description defines the type of work being performed by a person assigned to this position. It is not a complete list of all duties and responsibilities required by the BEST Crowd Management.