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Coordinator, Guest Experience - Hamilton Tiger-Cats Football Club (Hamilton · ON)

Hamilton Tiger-Cats Football Club jobs
Sports Jobs in Hamilton · ON
Facility Operations/Event Staff: Event Guest Relations
Position Title: | Coordinator, Guest Experience
Department: | Guest Experience
Status: | Full-Time
Immediate Supervisor(s): | Director, Fan Relations
Start Date: | Effective Immediately
The Hamilton Tiger-Cats and Forge FC Guest Experience Department strives to offer world class guest experience, creating memorable moments that ignite a lifelong passion for live events. The Coordinator, Guest Experience will play a key role in executing and improving departmental programs to ensure all guests at Tim Hortons Field receive the best possible customer service. The Coordinator, Guest Experience will also build and lead a team of over 150 event staff, fostering a culture of service excellence.
Responsibilities & Duties:
  • Interview and hire the Customer Assistance Team (C.A.T. team) comprised of over 150+ ushers, gate staff, guest services staff, and supervisors
  • Update the C.A.T. team training program and present to C.A.T. team staff
  • Schedule and manage the C.A.T. team at all Tiger-Cats and Forge FC home games and special events
  • Oversee the staff reward program for event staff
  • Manage Guest Experience programs such as the Tim Hortons Field Ambassador program
  • Implement/adapt policies and procedures to ensure the highest level of service at Tim Hortons Field
  • Identify and implement opportunities for new guest experience initiatives 
  • Manage guest feedback channels
  • Evaluate the impact of various guest experience initiatives
  • Oversee the execution of the Secret Shopper Program at all events
  • Coordinate Internship program and liaison with Universities
  • Manage Job Postings for the Hamilton Tiger-Cats and Forge FC Organizations
  • Additional responsibilities as assigned by the Director of Fan Relations
Qualifications & Skills:
  • Ability to manage large teams and external partners
  • Enthusiastic leadership skills, openness to learning, and exceptional work ethic
  • Superior customer service skills developed through previous experience in consumer facing roles
  • Attention to detail and a genuine desire to improve and perfect overall guest experience
  • An ability to work well under pressure in a fast-paced environment
  • Strong verbal and written communication skills and problem solving ability
  • Excellent organizational and time management skills
  • Passion for football, soccer, the Tiger-Cats, Forge FC, and the Hamilton community
  • Post-secondary degree/diploma in sports administration or other related disciplines is an asset
The Hamilton Tiger-Cats and Forge FC thank you for your interest in joining our team. Only those selected for an interview will be contacted.