CAREERS


Coordinator, Guest Experience - FLA Live Arena (SUNRISE · FL)

FLA Live Arena jobs
Sports Jobs in SUNRISE · FL
Event Management: Event Operations/Management

Last Updated: January 2022
Job Title: Coordinator, Guest Experience
Department: Event Services
Reports To: Manager, Guest Experience
FLSA: Non-Exempt
Employment Type: Full-Time
Location: FLA Live Arena

 

Overview:

The Florida Panthers are a community focused organization lead by an authentic management team that served our country and now serves the South Florida community. The organization is on the rise and is experiencing success both on and off the ice. Led by new General Manager Bill Zito, the Panthers are off to the best start in franchise history. Off the ice, the business team is seeing growth across all key metrics including ratings, social engagement and a busy 2022 concert schedule. Meanwhile the organization is expanding outside of the FLA Live Arena and recently purchased FTL War Memorial Auditorium in Downtown Fort Lauderdale to build a new practice facility and concert venue.

 

Location:

The city of Fort Lauderdale continues to top one of Americas most migrated to cities in the US. The vast media market stretches from West Palm Beach to Coral Gables and welcomes millions of visitors each year.


Job Summary:

Performs administrative functions to the department to ensure operational success at FLA Live Arena for all Events. The Guest Services Coordinator will create, develop, conduct and supervise the patron service and security staff conducted at the FLA Live Arena and is responsible for providing exceptional guest service at all FLA Live Arena Events.

 

Essential Functions:

  • Coordinates Guest Services operations in conjunction with Guest Services Manager.
  • Assists with the scheduling and deployment of event staff including event supervisors, ushers, ticket takers and guest services representatives; including both internal staff and external 3rd party staffing company.
  • Interacts with public on event days in areas of customer service, problem solving, and stressful conflicts under time constraints.
  • Helps monitor traffic flow around the concourse and outside of the building, while working with Event Manager to efficiently ingress guests.
  • Prepares and distributes event documents in timely manner.
  • Responsible for special function scheduling, planning and execution to assist Special Events Manager.
  • Assists Guest Services Manager in developing and updating the Guest Services employee policies and its distribution to employees
  • Works with Guest Services Manager to actively recruit and hire available Event Staff positions.
  • Provides support to Event Services staff in resolving event day guest issues and complaints.
  • Manage equipment and uniform inventories for Guest Services department.
  • Works closely with Guest Services Manager to develop and conduct continuous service on-the-job trainings for all employees.
  • Assists with Guest Services incentive programs for internal departments.
  • Assists with department administrative duties
  • Other duties as assigned.

 

Qualifications:

  • High School Diploma or equivalence (GED) required
  • A minimum of 2 years direct customer services experience; 2 years’ experience in a professional environment and/or training or equivalent combination of education and experience a must.
  • Possesses excellent communication skills with experience in dealing with medium sized to large groups; general public
  • Ability to operate a variety of office machines;
  • Working knowledge of Microsoft Office, Excel and ABI Scheduling System;
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals;
  • Ability to write routine reports and correspondence;
  • Ability to speak effectively before groups of customers or employees of the organization;
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  • Bilingual preferred but not required

 

Work Environment:

This position works in an arena where the noise level is generally high, crowd traffic is heavy, temperatures are variable – often cold; lights are bright or dark with occasional exposure to flashing lights and pyrotechnics.

 

Position Type/Expected Hours of Work:

This is a Full-Time position. Must be able to work flexible hours including evenings, weekends and occasional holidays.

  

At the Florida Panthers, Arena Operating Company, Panthers Ice Den, and Sanza Food Service we strive to make every employee feel valued and respected for who they are and the unique contributions they make. We believe that a diverse and inclusive company is a more innovative and successful company, which is why we aim to infuse diversity, equity, and inclusion (DE&I) into all aspects of our culture and our business. Our approach to DE&I is focused on five key pillars: Employee Engagement; Education; Workforce Diversity, Communications, and Community Impact.

 

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

Job Questions:

  1. Are you vaccinated against COVID-19?

  2. Were you referred to this position by an active employee? If so, who?


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