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Senior Coordinator, Event Services - USTA Billie Jean King National Tennis Center (Queens · NY)

USTA Billie Jean King National Tennis Center jobs
Sports Jobs in Queens · NY
Event Management: Event Operations/Management
Overview
Manage and oversee Guest Services program for US Open and support other year-round events. Coordinate ancillary services for US Open and year-round NTC operations. Cultivate exceptional customer service in all areas of responsibility

Responsibilities
  • Work with the Manager, Community Relations and Event to manage and oversee the Guest Service program for the US Open.
  • Plan Guest Services hiring needs, timeline, budgets, training, deployments and staffing plans for the US Open.
  • Collaborate with other departments including Security and Facility Operations to coordinate overall staffing plan for the US Open and identify ways to continue to improve the guest experience.
  • Collaborate with Manager, Community Relations & Events & Sr. Manager, NTC HR to develop curriculum & implement Guest Service Training for all US Open seasonal staff.
  • Serve as point person “in the field” to supervise all Guest Services staff, including Area Directors, Supervisors, Crowd Control, Gate Attendants, Ambassadors, Parking and Baggage.
  • Coordinate US Open Union 176 staffing needs (ticket takers/ushers union) and daily operations.
  • Partner with Manager, Community Relations for real time complaint resolution during US Open.
  • Work with Partnership Marketing Department on Sponsor initiatives that enhance the US Open Fan Experience (ex. Charging stations/device program)
  • Coordinate contracts and set up operations for auxiliary US Open services, including, but not limited to baggage check and golf cart rentals.
  • Coordinate US Open Rideshare operation to include adequate infrastructure and staffing levels are in place.
  • Coordinate Lost & Found operation for US Open. Work closely with Sr. Director, Security to ensure process/procedure meet NYC laws.
  • Manage overall US Open parking operation while working with various City agencies including Parks Dept and NYPD.
  • Serve as the NTC digital team liaison for US Open App Information. Ensure all information is accurate and current and yearly updates have been made prior to the go-live date.
  • Review collateral material related to the US Open, including but not limited to staff guides, transportation and parking materials.
  • Administer the vending agreements for Year Round F&B operator and Merchandise location.
  • Oversee the day to day operation of Year Round F&B Operator.
  • Collaborate with Sr. Manager, Premium Seating, Manager, Community Relations, and Manager, Event Operations to fulfill year round event needs
  • Work with legal to draft contracts for Year-Round Events
  • Manage NTC Year Round Event financial information including invoicing for clients, individual event P&L’s, and vendor payments
  • Assist in implementing operational plans for all year-round events.
  • Attend and oversee events to assist with client’s needs/requests.
  • All other event support and projects, as defined by the Sr. Director, Event Services
Qualifications
  • Proof of COVID-19 Vaccination required
  • Bachelor’s degree
  • 3+ years in leadership / supervisory role (preferably in sports / theme park / special event related industry).
  • Passionate about delivering exceptional guest experience.
  • Strong communication / interpersonal skills
  • Work well across departments.
  • Must be a team player.
  • Exceptional organizational skills.
  • Ability to thrive in fast-paced environment.
  • Attention to detail;
  • Ability to prioritize under pressure