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Guest Experience Coordinator - Jacksonville Jaguars (Jacksonville · FL)

Jacksonville Jaguars jobs
Sports Jobs in Jacksonville · FL
Marketing: Fan Development
About the Jacksonville Jaguars and Bold Events
The Jacksonville Jaguars are a professional football team and a member of the National Football League. The Jaguars are one of the NFL’s youngest franchises, and played its first regular season home game on September 3, 1995. The Jaguars are owned by Shahid Khan, a visionary leader whose businesses include Flex-N-Gate, Fulham Football Club and All Elite Wrestling. The Jaguars play at TIAA Bank Field in downtown Jacksonville, Florida. Under Mr. Khan’s leadership, TIAA Bank Field has evolved to include some of the most unique stadium assets, including swim spas and 19 video boards, two of which are longer than a football field. 
Most recently, the addition of Daily’s Place has provided downtown Jacksonville with a new entertainment destination, as well as an indoor practice facility for the Jaguars. Sister company, Bold Events, LLC, operates business at Daily’s Place and TIAA Bank Field. Bold Events is responsible for attracting and planning major and minor events and programming. In its opening year, Daily’s Place hosted 31 concerts!  
The Jaguars and Bold Events company values are Passion, Respect, Innovation, Dedication and Empowerment (PRIDE). We believe in the importance of diversity, continual learning and transparency. We also understand the role that excitement, originality and fun play in the workplace. All of these ideas come together to build a strong and dynamic workplace culture. Because of this, we are dedicated to, and encouraged by, leading the way in developing a distinct and inclusive team. 

The Guest Experience Coordinator function is to assist the Guest Experience Team in delivering a world-class, safe and enjoyable experience for all guests at TIAA Bank Field and Daily’s Place. The ideal candidate is highly self-motivated, professional and capable of managing their workload and prioritizing tasks in a fast-paced environment. The Guest Experience Coordinator reports to the Manager of Guest Experience.
Job Responsibilities
  • Assist with interviewing, hiring, training and scheduling of twenty Daily’s Place Part Time Guest Experience staff and one hundred in-season Jaguars Guest Experience staff; including Interns, Suite Services, Dispatch, Stadium Operations Center and Lifeguards.
  • Assist with event staff communication.
  • Responsible for the retention of guest experience team members and maintaining appropriate staff levels.
  • Assist with collecting Jaguars and Daily’s Place event feedback into postgame and post-event reports and enter into 24/7 (stadium’s incident management system). Generate postgame and post-event reports for resolution and talking points for upcoming meetings.
  • Act as a liaison between the fans and the organization; follow-up with issues reported in 24/7 Software.
  • Serve as Guest Experience Supervisor on Jaguars’ game days and Daily’s Place event days, by overseeing fan experience team, resolving ticket holder situations and handling any customer service issues.
  • Assist with the preparation of Guest Services Booths and Concierge Desks/Kiosks, including event-specific communications, event notes and promotional materials.
  • Attend pre-event planning meetings to ensure that the fan experience team has accurate event information.
  • Conduct pre-event briefings with supervisors and frontline team members.
  • Assist with creation of staff event notes, including event-specific details and fan-related issues requiring follow-up 
  • Assist with development of content and creative for department initiatives including the game day playbook, fan guide signage and wayfinding.
  • Assist with development and execution of staff training programs.
  • Ensure and game/event information and FAQ’s is up-to-date; partner with Digital Media when needed.
  • Uphold communication with Jaguars fans via Facebook Messenger (Jaguars and Daily’s Place), and in a timely manner.
  • Assist with the execution of NFL initiatives, including the Voice of the Fan review and follow-up.
  • Proactively collaborate with stadium partners and internal departments to provide accurate information to frontline team members.
  • Responsible for assisting with inventory management, Daily’s Place credential creation and collateral distribution.
  • Assist with creation and implementation of Daily’s Place and TIAA Bank Field post-event surveys.
  • Assist with Guest Experience projects and other duties as assigned to meet business needs.

Job Requirements
  • Minimum college degree with 2-3 years of service experience.
  • Excellent customer service skills.
  • Thorough knowledge of MS Office Suite.
  • Displays strong leadership and personnel management experience with the ability to coach and motivate a large and diverse group of employees.
  • Must have excellent verbal and written communication skills
  • Ability to succeed in a fast-paced environment with the fortitude to multi-task.
  • Ability to work an event-driven schedule, which may include weekend, evening and some holiday hours.
  • Values direct, honest communication at all levels of the organization. Maintains a professional and diplomatic communication style with all employees and guests.  

  • Supervisory experience.
  • Working knowledge of Adobe Photoshop.
This position requires that the person be fully-vaccinated against COVID-19, subject to applicable law.
View to learn more about what it means to be a part of the team!
Applications are being accepted online only.  Please do not call to apply for this position.  Please provide complete information.  An incomplete application may affect your consideration for this position.  The Jacksonville Jaguars and Bold Events are committed to a policy of equal employment opportunity and will not discriminate against an applicant on the basis of race, color, religion, creed, national origin, ancestry, sex, age, disability, veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, rules, or legal requirements. 
By submitting this application, you understand that you may be subject to a pre-employment drug test.  You certify that the information in your application is true, correct and complete.  You authorize the Jaguars and its representatives to contact your prior and current employer and other references and all others for purposes of confirmation of the information you have provided.  You understand your application is subject to, among other things, your eligibility to work in the United States.
Any personal data (including any sensitive personal data) that you provide to the Jaguars and Bold Events as part of the recruitment process and/or otherwise for potential employment may be held and processed for the purposes of your registration, application and potential selection and in connection with any subsequent employment or placement at the Jaguars or any of its affiliates. That data may be retained and further processed for the purposes of matching your skills and qualifications to future positions, identifying you as a potential candidate for future positions, to inform you of future positions and analytics in respect of who applies for positions with the Jaguars or any of its affiliates. If you are selected for the opportunity for which you apply, your personal data may be used for the purposes of entering into a relationship with the Jaguars or Bold Events, including sending you correspondence or general information relating to the employment relationship. Your personal data may be disclosed to Jaguars affiliates and to third-party organizations providing services to the Jaguars and Bold Events. Your personal data will be retained in accordance with the Jaguars and Bold Events document retention policies and applicable laws.

Job Questions:

  1. Do you understand that this position often requires working over 40 hours per week, frequently on nights and weekends?

  2. Do you feel comfortable speaking in front of large groups (50-300 people)?

  3. What are your compensation expectations? (Must provide value.)

  4. Do you have supervisory experience? If so, how many people?

  5. Are you able to stand and walk for extended periods of time?

  6. Are you able to frequently lift at least 10 pounds?

  7. When would you be available to start?


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