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Coordinator, Guest Services - MetLife Stadium (East Rutherford · NJ)

MetLife Stadium jobs
Sports Jobs in East Rutherford · NJ
Facility Operations/Event Staff: Facility/Venue Management
MetLife Stadium is seeking a Coordinator, Guest Services. 
This is an exempt position reporting to the Manager, Guest Services. 

Summary: Support the Guest Services management staff for all events, and day to day operations at the stadium; Assist in the execution of all aspects of guest communication and recovery.

Supervisory Responsibilities: Supervises and supports a Guest Relations Representative staff of 15-20 part-time employees; This position will also be responsible for managing event staff on key access points such as escalators and elevators.

Essential Duties and Responsibilities:
I
nclude the following, other duties may be assigned.
  • Responsible for helping keep the building clean, well maintained and providing our guests with the best possible entertainment experience
  • Responsible for providing high level of customer service to guests of both NFL teams, maintaining absolute neutrality on all team issues and protecting confidentiality of each teams’ information
  • Communicate effectively (oral and in writing) with senior management, ownership and other stakeholders – including guests of the stadium
  • Provide office support for incoming guest hotline calls, employee hotline calls, guest emails and letters
  • Assist in the training and development of day of event staff regarding policies and procedures, customer service training, job specific training and department specific training
  • Inventory management of all lost and found items
  • Day of event management of key access control points (elevator and escalator staff)
  • Produce and disseminate event information for all staff and conduct briefings for select event staff
  • Assist in following up with guests post-event and documenting all relevant communication
  • Assist in the development of supporting documents for events in the form of event advisories, gate messaging and in-stadium signage
  • Stay current on guest service programs at other venues and assist in development of new customer service procedures at MetLife Stadium

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The employee should also have the following qualifications:

Experience/Education: 
  • At minimum Associates Degree (A.A.) in communications, public relations or related field required.
  • 1-2 years related management experience with Customer Service skills in a public facility; such as a stadium, hospital, hospitality or entertainment venue.

Competencies: To be successful in this position, an individual should demonstrate the following competencies:
  • Adaptability-Manages competing demands; Able to deal with frequent changes, delays or unexpected events.
  • Analytical- Synthesizes complex or diverse information.
  • Professionalism- Demonstrates knowledge of EEO policy; Builds a diverse workforce; Treats people with respect; Works with integrity and ethically; Upholds organizational values, policies and procedures; Maintains confidentiality.
  • Business Acumen- Understands business implication of decisions; Demonstrates ability to act as liaison to community to meet needs; Looks for ways to improve and promote quality.
  • Management Skills- Communicates changes effectively; Monitors transition; Delegates work assignments, Sets expectations and monitors activities; Makes self available to staff;
  • Communication Skills- Speaks clearly and persuasively; Responds well to questions; Demonstrates group presentation skills; Writes clearly and informatively; Presents numerical data effectively; Able to read and interpret written information Able to make effective and persuasive speeches and presentations on controversial or complex topics to tip management, public groups and/or boards of directors.

Other Skills and Abilities: 
  • Strong Customer-service skills and polished professional appearance and attitude at all times;
  • Required knowledge of Microsoft Word, Excel, Outlook and Access; PowerPoint preferred. Strong Communication and Office skills.

Physical Qualifications: Ability to regularly stand, walk, talk, hear, use hands to handle or feel, and climb stairs.

Work Environment: The noise level in the work environment is usually moderate, however, during events, the noise level may be loud;

Employees must be able to work on evenings, weekends and holidays as required. 
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Job Questions:

  1. Do you have the related 1-2 years management experience with customer service skills in a public facility, such as a stadium, hospital, hospitality or entertainment venue?

  2. Are you able to work the unique stadium schedule which includes nights, weekends and holidays?

  3. Do you possess, at a minimum, an Associates Degree in communication, public relations or related field?

  4. Have you managed or supervised 15-20 employees?

  5. Do you have the necessary computer skills: Word, Excel Outlook and Access? PowerPoint preferred.


 

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