Overview

The Part-Time Guest Experience Coordinator will manage every aspect of their assigned events from the advance planning stages through the end of the event; hire, train, schedule and supervise all event staff; oversee building security and interact with local public safety officials to ensure events run smoothly; coordinate communication between event staff/security and delegate assignments; be responsible for and ensure overall customer satisfaction and experience.

This role will pay an hourly rate of $27.00 - $29.00.

Benefits for Part-Time roles: 401(k) savings plan, 401(k) matching.

This position will remain open until November 7, 2025.

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.
• 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 during event days through both verbal and written communication. Provide prompt and courteous responses to guest services questions as they arise.
• 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. 
• 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.