Guest Experience Coordinator

Summary

Provide a variety of administrative and operational support to the Guest Experience Manager and Director of Marketing & Guest Experience. Manage and coordinate various aspects of the daily operations of the Guest Experience Department, ensuring the effective and efficient operation of the department, which requires close coordination with all staff and other departments. Coordinator will be responsible for managing and overseeing the successful training, scheduling, and on-site deployment of part time event employees for many campus events. Coordinator is responsible for ensuring the highest possible standards of customer service and facility presentation.

Responsibilities

Include the following. Other duties may be assigned.

• Assist the Guest Experience Manager with the daily operation of the Guest Experience Department.
• Produce, distribute, and manage monthly availability and schedule for all team members.
• Ensure employee schedules meet the required staffing levels for all events.
• Monitor add-ons, call-offs, and shift replacements, and make corresponding updates in the scheduling system and other data sources.
• Assist the Guest Experience Manager in interviewing, hiring, onboarding, training, scheduling, payroll management, and invoicing (manage daily labor reports) associated with the part-time staff supporting events across all Gas South District facilities.
• Assist with the Guest Experience Department’s continuous employee recruitment efforts.
• Assist with the Guest Experience Department’s employee recognition programs and employee incentive programs.
• Assist the Guest Experience Manager with yearly review of employee performance and recommend wage increases based on employee performance.
• Assist in the preparation of event staffing plans, expense estimates, and personnel deployment plans (Dot Maps) for each event, working closely with Event Services, Arena Operations, and other applicable departments to ensure event needs are met. Work in concert with other members of the Guest Experience team, Accounting, and Event Services in keeping the event expense documents revised until final event settlement is conducted.
• Coordinate uniform distribution, care, and replacement procedures for front of house event support employees.
• Attend pre-conference planning and coordination meetings.
• Conduct daily pre-event walk-throughs focusing on the highest level of facility presentation and cleanliness in all front of house areas open to the general public, documenting deficiencies and relaying those to the Guest Experience Manager or other appropriate department managers.
• Assist the Guest Experience Manager with timely responses to all customer comments, complaints, and compliments, and coordinate with other departments with service recovery responses, often taking the lead in these efforts until escalation to next level of management is necessary.
• Work closely with other departments to ensure patron and employee safety and to assist with formulating, developing, implementing, and coordinating staffing deployment for the most effective and efficient use of event support personnel.
• Coordinate and arrange for special accommodations for groups with special needs and assist with ensuring strict adherence to Americans with Disabilities Act (ADA) regulations.
• Solely manage any special projects assigned by the Director of Guest Experience and/or Guest Experience Manager.
• Maintain and order all necessary supplies, materials, and services for facility, department, and office equipment (i.e., office supplies, copier, postage machines, etc.).
• Serve as Front of House Manager on Duty for events, operating independently as the senior member of the Guest Experience team on duty.
• Work extended and/or irregular hours including nights, weekends and holidays as needed.

Skills and Abilities

Position requires the ability to:

• Operate a personal computer using Windows and Microsoft Office software.
• Type accurately.
• Operate portable radio and standard office equipment.
• Follow oral and written instructions and communicate effectively with others in both oral and written form.
• Organize and prioritize work to meet deadlines.
• Work effectively under pressure and/or stringent schedule and produce accurate results.
• Work as a team member as well as independently, exercising judgment and initiative.
• Maintain an effective working relationship with clients, guests, employees, and others encountered in the course of employment.
• Respond calmly to customer complaints in person, on the phone, or through e-mail.
• Remain flexible and adjust to situations as they occur.
• Ability to walk and stand for extended periods of time.
• Ability to tolerate bright lights, loud noises, and varying temperatures regularly during work hours.
• Possess a valid driver’s license and be able to legally operate a motor vehicle in the state of Georgia.

Education and Experience

Two years of college level business, hospitality, or sport & entertainment education. Minimum three years of experience in administrative support position, guest experience role, or special events or meeting planning industry, or equivalent combinations of education and experience.

Job Type: Full-time

Pay: From $40,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Night shift
• Weekends as needed

Work Location: In person

Salary : $40,000 - $-1