Guest Experience Coordinator

Guest Experience Coordinator

The Guest Event Coordinator, acting under the general direction of the Guest Experience Manager, performs essential support duties for the Guest Experience Department. The Guest Experience Coordinator represents the Guest Experience Department with guests and inter-departmentally within SAP Center. The impetus of the Guest Experience Coordinator is to put SAP Center at San Jose in the best possible position to deliver memorable moments for its guests.

Essential Duties and Responsibilities:

• Ensure that each event is prepared and set effectively.
• Collaborate with department management and other stakeholders to achieve goals.
• Resolve concerns quickly to a positive outcome.
• Attending the weekly Operations Managers Meeting as applicable.
• Ensure that all event needs are organized, communicated, and fulfilled in a timely manner.
• Create and distribute Fact Sheets and event concessions maps to appropriate managers and event staff.
• Responsible for scheduling ushers for assigned events each month. Track staff attendance information including, but not limited to cancellations, no shows, and approved leaves of absence.
• Prepares event information, Base and Supervisor packets for all events.
• Prior to the event, ensure the arena is fully prepared by walking all levels of the venue before doors open and completing the pre-event safety checklist in VenueAware.
• Ensure all necessary signage and credentials are in place, potential safety hazards are identified and resolved and coordinate with other building departments to honor requests that are made for other supplies (ex: sign holders for promotion tables on the Concourse).
• Supply and prepare the information desks prior to each event.

Guest Experience

• Coordinate wheelchair access and other special accommodations for guests as needed.
• Provide event support as needed, including ticket scanning, guest escorts, VIP parties, guest relocations, and pre and post event activations.
• Respond to and resolve guest inquiries and concerns during events while supporting Guest Experience team members and Supervisors to ensure assigned areas are operating efficiently.
• Evaluate with the Ticketing Department the availability of CEEPS for each event and distribute those available to the Uniform Room for distribution.
• Performs all other duties and projects as assigned.
• Assist with handling sensitive situations including injuries, incidents involving alcohol, and unruly guests.

Workforce Support

• Communicate information and event needs to frontline staff to ensure a successful event.
• Observe staff to ensure policies and responsibilities are executed at all events.
• Provide timely and meaningful performance feedback.
• Empower frontline team members to consistently practice desired performance that enhances the guest's entertainment experience.
• Communicate Guest Experience philosophy to all departments' employees and keeps management advised of guest experience issues and opportunities.
• Communicate and cultivate safety and emergency management culture within department and company framework.
• Follow all organizational labor guidelines, human resources policies and regulations, monitors for compliance.

Administrative Support:

• Respond to guest concerns via phone, e-mail, and letter or in person.
• Create after incident action reports as applicable.
• Create and distribute post event ticket information and event summaries.
• Will perform other duties as assigned.

Key Skills, Attributes, & Qualifications

• BS / BA or equivalent.
• 2+ years of proven experience in the guest services/hospitality industry; 1 year of supervisory experience preferred.
• Prior or demonstrated knowledge of MS Office and Adobe programs.
• Lead with a positive attitude and demonstrate commitment to all Team Members and guests.
• Ability to effectively communicate in person, via email, instant message, or radio.
• Prior or demonstrated ability to de-escalate and resolve situations.
• Work cooperatively with staff in other departments and organizations.
• Must be able to speak to large groups of people.
• Must be able to articulate information in a clear manner.
• Ability to be flexible, to coordinate and juggle numerous priorities and projects, and meet deadlines without sacrificing creative effectiveness.
• Maintain acceptable attendance and punctuality.
• Must be detail oriented.
• Excellent ability to establish rapport with others and ability to build strong interpersonal relationships.
• Exhibit good judgment and decision-making skills, as well as ability to manage your own time.
• Ability to meet tight deadlines and work well under pressure.
• Strong organizational skills, time management skills and attention to detail required.
• This job will require the availability to work shifts outside of SSE's typical business hours. With advance notice, you may be scheduled to work evenings, weekends, and holidays. A successful Guest Service Coordinator will demonstrate a clear understanding that most of the events take place between the hours of 5:00 p.m. and 12:00 a.m., including work on holidays and weekends.

Physical Requirements

• Ability to sit, stand and utilize a computer for extended periods of time
• Communicate via phone and email with a variety of individuals
• Ability to bend at the waist, reach overhead and lift up to 15 lbs with or without accommodation
• Physically navigate stairs and catwalks at SSE facilities during normal work hours and events with or without accommodation
• Ability to work occasional extended hours including nights, weekends, holidays (all with advance notice)
• May be required to travel to other company locations
• May be required to attend conference, events, and training sessions within Bay Area or in- or out-of-state locations.

What We Offer

• Competitive compensation (base salary and variable incentive plan)
• Medical/Dental/Vision/Flexible Spending Accounts (all LGBTQ+ friendly)
• Pretax Transportation Benefit
• 401K (pre-tax and Roth options)
• Generous Paid Time Off Policy
• Minimum of 10 Paid Holidays and Wellness Days per year
• Complimentary or discounted sports and concert tickets
• Other League & partner discounts
• Central office location in downtown San Jose at the heart of Silicon Valley; convenient access to Caltrain, VTA, major freeways and free parking
• An inclusive culture which values diversity of background and a passion to improve our SSE's commitment to change with impact on our community and industry
• Potential for flexible scheduling and telework opportunities
• Access to on-site EV charging stations on non-event days

This position is not eligible for U.S. work authorization sponsorship.

Summary:

Born in 1991, Sharks Sports and Entertainment ("SSE") has grown into a multi-faceted organization that includes the SAP Center, the NHL San Jose Sharks, the AHL San Jose Barracuda, the Tech CU Arena, three Sharks Ice facilities, and the non-profit Sharks Foundation. Additionally, we are growing our organization through expansion in the Bay Area and surrounding communities in Northern California. We work and play in the Bay Area, and are deeply influenced by the technology, innovation, diversity, and commitment to excellence that surrounds us. Our culture is transforming to reflect those values, with an eye towards a pioneering, forward-thinking, and inclusive environment in sports and entertainment. We live, work, and innovate by a set of Pioneering Principles:T – Team success is more important than individual successE – Exceptional experience is non-negotiable in everything we doA – Appreciate others for their diversity and opinionsM – More risk leads to more rewards and expands our comfort zonesT – Trust that all teammates have the best intentionsE – Empower all teammates to make informed decisionsA – Always say what you really mean and do what you sayL – Lead by showing the respect to others you expect from them We strive to unite people through a shared love of ice sports, entertainment, and our hometown. We are #TealTogether.

Our Commitment to Diversity, Inclusion & Belonging

Here at Team Teal, we recognize and celebrate that individuals come with a wealth of experience and talent well beyond any list