Coordinator, Guest Experience

Last Updated: February 2023
Job Title: Guest Experience Coordinator
Department: Event Services
Reports To: manager, Guest Services
FLSA: Non-Exempt
Employment Type: Full-Time
Location: FLA Live Arena

Organization Overview:
The Florida Panthers are a community focused organization led 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 General Manager Bill Zito, the Panthers are coming off their best season in franchise history. Off the ice, the business is experiencing growth across all key metrics and our revenue is at an all-time high.  The organization is expanding outside of FLA Live Arena via the renovation of the FTL War Memorial in downtown Fort Lauderdale.  This state-of-the-art ice facility will feature two regulation-size rinks, new team practice rink with stadium seating, and a 4,000-capacity music theatre for live entertainment.  The future is bright, and we are very proud of what we are building in South Florida

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 Experience Coordinator will create, develop, conduct and supervise the guest service staff 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 the Guest Experience 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 3^rd party staff.
• Interacts with public in areas of customer service, problem solving, and stressful conflicts under time constraints.
• Must have the ability to work independently as well as within a team.
• Acts as Guest Experience MOD for assigned events.
• Responsible for special function scheduling, planning and execution alongside the Special Events Manager.
• Responsible for developing and updating the Guest Services employee policies and its distribution to employees.
• Provide support to Event Services staff in resolving event day guest issues and complaints.
• Manage equipment and uniform inventories for Guest Experience department.
• Works closely with Guest Experience Manager to develop and conduct continuous service on-the-job trainings for all employees.
• Works closely with various departments within the organization to prepare and execute and event.
• Assists with department administrative duties like preparing and distributing event documents, redeployment information, and staff briefings.
• Responsible for scheduling and payroll duties for all department part-time staff members, which could include calling, emailing, and in person communications.
• Other duties as assigned.

Qualifications:

• Bachelor’s degree from an accredited four-year college or university, preferred degrees in Hospitality Management, Tourism Management, Entertainment Management, Business Management.
• 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.
• Possess excellent communication skills with experience in dealing with medium sized to large groups; general public.
• Comfortable communicating with people via email, phone, or in person
• Passion of motivating and developing employees, as well as building relationships.
• Work effectively under pressure and/or strict schedule and produce accurate results.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to speak effectively before groups of customers or employees of the organization.
• Working knowledge of Microsoft Office, Excel and ABI Scheduling System;
• Bilingual Preferred

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.

Physical Demands:

Walking – Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.

Lifting – Raising objects from a lower to a higher position or moving objects horizontally from position-to-position.

Standing - Particularly for sustained periods of time.

Talking - Expressing or exchanging ideas by means of the spoken word.

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.

We welcome all to apply and join our team.

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.