Coordinator, Guest Experience

  • D.C. United
  • Washington D.C., DC, USA
  • 10 May, 2023
Full time Coordinator Hospitality

Job Description

The principal function of the Guest Experience Coordinator is to provide assistance and support to the Guest Experience Manager in overseeing a team of approximately 175 part time, guest experience employees.  The Coordinator will handle various administrative functions, including interviewing, hiring, and payroll for a large number of staff.  They will also work closely with facility staff to ensure that Audi Field is presentable to guests.  Finally, this position will require an individual who is customer focused and who is able to represent the organization positively when interacting with guests. 

  • Assist with recruitment, interviewing, and hiring of part time Guest Experience staff.
  • Support Guest Experience Manager in the operation and execution of employee training platforms.
  • Facilitate employee incentive program and attendance tracking system.
  • Liaise with internal departments to facilitate in-game fan experiences.
  • Hire and train department interns as necessary.
  • Work closely with sales/service department to facilitate group events. 
  • Research and identify new methods to enhance the guest experience at Audi Field. 
  • Support the creation of special event guides for all sporting events at Audi Field.
  • Assist with employee scheduling as necessary.
  • Support the credentialing process for MLS events, including production and distribution of matchday credentials.
  • Act as the Guest Experience MOD for smaller events at the stadium.
  • Act as a primary contact for escalated guest complaints at D.C. United games and other high- profile events. 
  • Work with Guest Experience Manager to provide pre-game and post-game information to a group of 20 event supervisors.
  • Support Events department by fulfilling staffing requests as needed.
  • Represent the Operations department in collaborative event planning discussions.
  • Provide event support, as needed, for corporate events taking place at Audi Field.
  • Able to master stadium policies and properly communicate them to guests.
  • Maintain an accurate inventory of employee uniforms and stadium lost and found.
  • Additional duties as assigned. 
  • Bachelor’s degree is Sports Management, Event Management, or other similar field.
  • Internship experience in the fields of Operations, Events, Guest Experience or similar are preferred.
  • Knowledge of ABI Mastermind system is preferred.
  • Proficient with Microsoft Office and Teams.
  • Must be available to work weekends, evenings, and holidays as necessary.
  • Must have a valid driver’s license.
  • You must provide proof of COVID-19 Vaccination prior to start date.
  • Must be team-oriented and have excellent interpersonal skills.
  • Possess a strong work ethic and maintain a positive attitude.
  • Passion for motivating and developing employees on a professional level.
  • Must be able to balance multiple responsibilities at once, while executing at a high level.
  • Responds well under pressure and maintains composure in high pressure environments.
  • Excellent oral and written communication skills.
  • Comfortable with public speaking.
D.C. United is committed to uplifting our community, staff, and club. We are seeking candidates to be a part of our journey in our quest for continued organizational growth and another MLS Cup.

D.C. United will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform critical job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

D.C. United is an equal opportunity employer (EOE). D.C. United reaffirms its commitment to the principles of equal opportunity and diversity. D.C. United is proud to be an equal opportunity workplace and is an affirmative action employer. D.C. United is committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, pregnancy, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or any other protected status in accordance with the requirements of all federal, state, and local laws. Employment decisions can include hiring, termination, compensation, benefits, promotion, training selection, or other statuses or conditions of employment. All employment decisions are made on the basis of individual skills, knowledge, abilities, job performance, and other appropriate qualifications.