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General Description:
The Guest Experience Coordinator is responsible for providing an exceptional level of world-class service to all guests, clients, and partners for tenant (Rockets) and non-tenants (concerts, family shows). This position is ideal for candidates with event experience and superb customer Experience skills. This role requires having a positive attitude and service-oriented disposition, as well as a team-driven and proactive mindset.
RESPONSIBILITIES include but are not limited to:
- Assist the Guest Experience Department in hiring and training part time event staff.
- Proactively address issues affecting the fan experience at Toyota Center and recommend solutions.
- Serve as the liaison between Rockets Service team, vendors, and Guest Experience/Security teams to track event activity and issues to ensure resolutions and communication.
- Implement system to communicate and resolve issues and organization opportunities for improvement based on guest feedback and post-event survey results.
- Will work with Guest Experience Manager to determine staffing levels, schedule team members, and develop continuing education and training plans as it impacts customer service levels and delivery to our guests.
- Assist in developing and implementing standard operating procedures (SOPs) and develop team member information such as handbooks, training manuals, uniform requirements, etc.
- Provide supplemental event support as needed.
- Various other duties as assigned.
- Carry out supervisory responsibilities for assigned staff in accordance with the
- organization’s policies and applicable laws. Responsibilities include training team members; planning, assigning and directing work; appraising performance; rewarding and disciplining team members; addressing issues and solving problems and regularly communicating with staff.
- Keep up to date on the latest training trends, developments and best practices related to positive guest experiences.
- Demonstrates and maintains our One Team philosophy of Passion, Accountability, Customer Focus, and Teamwork.
Minimum qualifications:
- BS/BA degree in a related field
- Must have the ability and willingness to work long days, evenings, weekends and holidays.
- Two years’ experience in the entertainment (arena, stadium or theater) industry or related
- field and knowledge of sports and entertainment guest experience operations.
- Extensive customer service background including training and staffing
- Ability to motivate, encourage and recognize exceptional performance and to work both independently and as part of a team.
- Demonstrated managerial or supervisory experience in this field.
- Proficient in Microsoft Office
- Strong interpersonal, written, and verbal communication skills.
Physical & Mental Requirements:
- The employee is regularly required to stand, sit, walk, use handle, or feel, reach, stoop, kneel, crouch or crawl, communicate with others.
- The vision requirement includes the ability to review written and electronic materials in both digital and physical format.
- The employee must be able to transfer and move items for departmental needs.
- The employee must be able to adjust to changing work hours and locations as needed in light of the strong focus on external communications and relationships.
- 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.
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.
