Cavaliers Holdings LLC is obsessed with delivering epic experiences for our team members, our fans, our community and the world. Fueled by an unapologetically bold, inclusive and high-impact culture, we strive to recruit individuals who are enthusiastic and purposeful in carrying out our vision as transformative leaders in sports and entertainment. If you are ready to bring your best to the dynamic, high‑performance environment of the Cavs, Cleveland WNBA, Monsters, Charge, RESN and Rocket Arena - where we come together to create moments that move, inspire, and uplift - then we want to hear from you.

JOB SUMMARY:

The Guest Experience Coordinator is responsible for executing Event and Guest Experience Operations along with the ongoing support and sustainability of world-class training and recognition programs for the Rocket Arena Guest Services Team. This role involves managing guest relations, enhancing service quality, and collaborating with various departments to ensure a memorable experience for every guest. The position will act as a point of contact for ADA accommodation and guest feedback through both online feedback submissions and in-event Guest Relations Reports as well as sharing in-event responsibilities over the course of the year. The ideal candidate is passionate about hospitality and committed to exceeding guest expectations.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Demonstrate an exemplary service-oriented attitude along with the outstanding Guest Experience skills for all Rocket Arena team members.
• Collaborate with the Guest Experience Team to lead 250+ part-time event-based Team Members.
• Serve as a primary point of contact for guest inquiries, requests and concerns.
• Collect and analyze guest and team member feedback to identify areas for improvement.
• Act as point of contact for ADA services, including following up on related feedback after events.
• Collaborate with key departments (e.g., security, arena operations, ticket operations, etc.) to ensure seamless preparation, communication, and execution of all events.
• Serve as on-site Event Coordinator for Guest Experience Engineers (frontline guest experience team members) during events, including Cavaliers games, Cleveland Monsters hockey, concerts, and other private and public events as scheduled.
• Support the Guest Experience and People and Culture teams with team member recognition programs and training for part time frontline Guest Experience Engineers.
• Assist with preparation of event information sheets for all events at Rocket Arena.
• Other duties as assigned

REQUIRED QUALIFICATIONS:  

• Associate degree or higher. 
• 2+ years guest and event services experience with supervisory responsibilities preferred.
• High level of commitment to working all scheduled arena events, with the ability to work a flexible schedule including nights, weekends, holidays, and extended hours as needed. 
• Experience in a high-volume, service driven environment.  Experience in a sports and entertainment facility, or other hospitality-oriented business, such as theme parks, hotels or airlines, is preferred. 
• Ability to confidently present to groups of all sizes, from fewer than 10 participants to audiences of 400+.
• Demonstrated ability to handle sensitive and confidential information and situations.
• Strong leadership, organization, and personnel care traits.
• Demonstrate the ability to be creative and seek proactive solutions to problems and situations before and/or after they arise with little supervision.
• Proficient in the operation of various PC applications including Microsoft Office, Microsoft Excell, Microsoft Teams, Salesforce, Zoom, etc. 
• A highly developed attention to detail in producing accurate materials and reports
• Proven professional, tactful, and diplomatic communication style.
• Ability to fluently speak Spanish is a plus but not required. 

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.