Coordinator, Guest Services

  • Columbus Crew SC
  • Columbus, OH, USA
  • 11 Jan, 2022
Full time Coordinator Hospitality Stadia & Operations

Job Description

Overall Responsibility 
Under direct supervision of the Manager of Event Management, this position provides Fan Experience/Guest Service support to all Departments in the Columbus Crew organization. Lead matchday and event fan experience and resolve fan issues to the mutual satisfaction of both parties effectively and efficiently for MLS Games and events for the Columbus Crew. This position will be a key stakeholder in overall Fan Experience. 
   
Essential Duties and Responsibilities         
  • Oversee all Guest Service/Experience Team related functions before, during, and after all Columbus Crew events 
  • Manage and staff all Experience Team members for all Columbus Crew and stadium events 
  • Interface with all departments regarding stadium Guest Service needs for all Columbus Crew and stadium events. 
  • Work with Stadium Operations staff to determine matchday staffing needs and schedule accordingly
  • Monitor staffing levels for all matches and events. Maintain reasonable and responsible levels given anticipated attendance, opponent, day of week, time of day, time of year and other contributing factors. 
  • Create deployment sheets for Experience Team Supervisors to use at each event 
  • Work with Ticket Operations to resolve all ADA seating issues
  • Establish the Culture and Fan Experience principles in all training programs
  • Organize and oversee secret shopper program 
  • Develop and implement training programs for all Experience Team staff. Work closely with fellow full time Stadium Operations staff in the coordination and execution of this training
  • Create and present matchday training programs for all matchday new hires, returning staff, and partners while working closely with fellow department leaders for input and assistance 
  • Coordinate the logistics and assignments of training dates and assignments
  • Manage rewards and recognition program to recognize outstanding service at events 
  • Develop, implement, and consistently refine all front of the house service policies, procedures, and training 
  • Develop customer service training manuals, policies, and procedures for all events 
  • Liaise with Human Resources Department to facilitate recruitment, orientation, training, and evaluations for Experience Team staff 
  • Work closely with Columbus Crew Premium Services and the Season Ticket Retention Team on all service issues and programs 
  • Coordinate Experience Team staff briefings to ensure consistency and relay accurate matchday information 
  • Promptly follow up with guests on concerns or requests and ensure all correspondence is handled in an accurate and expeditious manner. 
  • Work matches and special events as required to support the Stadium Operations Team 
  • Liaise with Sponsorship, Ticketing, Catering, Parking etc. on a regular basis
  • Prepare post-event service and fan experience evaluation reports which are to be distributed internally
  • Implement new and proven methods of fan experience, assist in crowd management and training to ensure preparedness of staff and the safety and comfort of fans
  • Other duties maybe assigned
   
ESSENTIAL JOB KNOWLEDGE 
  • Ability to work independently, prioritize, and make quick and decisive decisions with confidence 
  • Familiarity with payroll and scheduling systems 
  • Clear understanding of all department and company policies and procedures 
  • Clear understanding of individual staff responsibilities within the department 
  • Basic computer skills and industry standard software 
  • Basic understanding of standard office equipment including AV equipment, smartphones, and photocopiers

JOB REQUIREMENTS 
  • Supervisory experience in a public assembly facility with a demonstrated ability to motivate large staffs 
  • Experience hiring and effectively training a large part time team 
  • Demonstrated ability to solve fan and visitor issues efficiently and to the satisfaction of both parties 
  • Clearly, effectively, and professionally interact with staff, supervisors, fellow departments, contractors, and the public 
  • Commitment to diversity and inclusion both internally and externally 
  • Ability to walk, stand, and climb stairs and ramps during the entire shift (8 – 12 hours) 
  • Ability to lift, carry, and transport large boxes and items more than 25 lbs. 
  • Availability to work long and irregular hours including nights, weekends, holidays, MLS games and special events including but not limited to soccer, concerts, and banquets