Guest Services Coordinator - Events Venue - Whelan Security

SUMMARY: The Event Services Coordinator of BEST Crowd Management will assist with leading the guest services operations at Hard Rock Stadium.  This position reports to the Operations Manager of BEST Crowd Management and works closely with several full-time members of the venue management teams to ensure the delivery of best in-class guest services for all events.  This leader assists with the management of 700+ guest services team members for major stadium events.  The Event Services Coordinator consistently exceeds expectations in providing positive energy and best in-class guest services for all team members, clients and guests visiting major events.
 
Salary $45K to 50K / year
ESSENTIAL JOB FUNCTIONS:

• Assigns work tasks to event team leaders and applicable line level staff and directs work throughout the event.
• Coordinate and conduct on-the-job training through development and improvement of standard operating procedures, which may include orientation to the post, review of orders, routine responsibilities and how to respond to emergency situations or specific client needs.
• Responds to minor incidents (internal or external to the client) that occur, ensuring appropriate action is taken, all reports are properly completed, and appropriate parties are notified in a timely manner.
• Identifies issues occurring at events and forward to the Director of Operations/or Client (pending on location of incident) as appropriate. May be responsible for writing a report of the situation or assisting with an investigation as directed.
• Responds to client or site emergencies as they arise, including ensuring appropriate communicate to the Director of Operations and/or Client pending on location. Responsible for maintaining positive client/guest services relationships through frequent team and client contact and support.
• Serves as the direct supervisory contact for shift team leaders regarding performance, operations and department needs. Responsible for supervising, motivating, coaching and training. Additionally, responsible for evaluating the work performance of direct reports and making recommendations regarding assignments as required.
• Responsible for ensuring all Standard Operating Procedures and training information is being properly maintained and updated and all positions are properly maintained, cleaned and organized.
• Leads the new hire onboarding process including but not limited to; orientations, data entry, employee relations, recruiting, compliance, etc.
• May occasionally perform Guest Services Professional job duties on an as needed basis.
• Performs other duties and responsibilities as requested or required.

 KNOWLEDGE AND SKILLS:

• Ability to perform job tasks in an extremely professional manner in a customer service driven industry.
• Articulate and able to use good independent judgement and discretion with understanding the significance of notifying superiors and colleagues when appropriate.
• Excellent communication skills both oral and written; reading, writing and oral proficiency in the English language.
• Incumbent must be available to work outside normal shift schedule on an as-needed basis and must be accessible by phone 24/7 for emergency response.
• Adaptability – Responds effectively to changes in situation or information.
• Ability to pass a background check.
• Must possess as valid driver's license.

 We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
 
This description defines the type of work being performed by a person assigned to this position. It is not a complete list of all duties and responsibilities required by the BEST Crowd Management.