The Houston Texans are seeking an individual for the position of Guest Experience Coordinator.
The Texans CHARGE
Be Champions in Every Way by Cultivating Excellence and Fearlessly Evolving
The Texans Teammate Habits:
Dedication to the Team
Be Adaptable
Passion for Work
Win with Integrity
Own the Outcome
Basic Function:
- Oversee and assist the Texans and LSSE Events by handling various tasks it takes to put on gamedays and events.
- Assist in the development and training of programs and the execution of events that promote the Club and enhance the fan experience.
Duties & Responsibilities:
- Assist with the recruiting, hiring, and training for Guest Experience, Gate Ambassador, and Quality Assurance staff.
- Manage the recruiting, hiring, training, and management of the Premium Guest Experience Representatives.
- Oversee Fan Feedback specific to LSSE Events including correspondence, tracking and reporting.
- Receive all comments, suggestions and complaints made by guests through Guest Experience booths, providing all appropriate follow-up with internal Club departments and/or NRG Park partners to address issues and communicate resolution or status of matter back to the fans/customer.
- Assist with teaching and operation of ticketing software systems.
- Assist in executing “Success through Excellent Planning” (STEP) program and preparing presentations.
- Assist with the rewards and recognition program for all gameday and event staff.
- Assist with the registration, printing, and organization of the NFL credentialling process.
- Assist with customer service correspondence, track customer service initiatives, document results and create corresponding reports for Club management.
- Attend and assist with conducting our ONE NRG Park partner staff trainings prior to football season presenting on the Texans/LSSE culture and initiatives.
- Assist with soliciting feedback from guests on gamedays and adjusting based on that feedback.
- Assist with the execution of Draft Party, Training Camp, and LSSE related events outside of just gameday.
- Assist with the operations activities for all LSSE events including event management, equipment procurement and staffing.
- Perform various other tasks that may be assigned from time to time by the Manager or Director of Guest Experience.
- Position requires routine face-to-face personal interaction with other Club personnel; therefore, job responsibilities must be physically performed in the Club offices and not in a telecommuting manner.
Position requires routine face-to-face personal interaction with other Club personnel; therefore, job responsibilities must be physically performed in the Club offices and not in a telecommuting manner.
Skills Required:
- Strong organizational and time management skills with ability to prioritize and manage multiple tasks in a high-energy environment.
- Strong interpersonal skills and the ability to develop solid working relationships at all levels across the organization and externally.
- Ability to maintain attention to detail and possess the ability to work effectively under pressure with deadlines.
- Effective verbal, written, and interpersonal communications.
- Ability and internal drive to demonstrate a winning attitude and a strong work ethic in the performance of all job responsibilities.
- Proven ability to apply high level of problem-solving and customer service knowledge and skills in resolving customer complaints or issues.
- Ability to maintain confidential and/or proprietary information.
- Availability and flexibility to work weekends, after-hours and holidays at Club and LSSE game and other events assigned.
Education/Experience:
- Bachelor’s degree from a four-year accredited college or university preferred.
- High School Diploma required.
- Customer service and operations experience preferred.
- Proficiency in use of Microsoft Office software applications.
Title: Guest Experience Coordinator
FLSA Status: Salary, Non-Exempt
Department: Event Experience
Reports to: Guest Experience Supervisor
Please note that while resumes of all candidates will be considered, as a way for the Texans organization to acknowledge and reciprocate the tremendous support given the Team by local fans and the local community in general, qualified candidates with permanent addresses in the Houston metropolitan and surrounding areas will be given first consideration whenever possible.
If your skills and experience match our available position requirements, a Human Resources representative will contact you directly. Due to the volume of resumes received by the Houston Texans, we are unable to provide updates on the status of individual applications.
The Houston Texans organization is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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.
