Coordinator, Guest Experience
About The Position
The Coordinator, Guest Experience supports the Guest Experience team’s initiatives and daily operations. The role coordinates guest communications, supports event-day execution, manages programs such as Lost & Found, and facilitates briefings and Welcome Home Training in partnership with the Team Member Experience team. The position is suited to a collaborative, detail-oriented person who is passionate about exceptional guest experiences, innovation, presentations, problem-solving, continuous improvement, and service excellence. The Coordinator reports to the Senior Manager, Guest Experience. This is a fully onsite role based at Mercedes-Benz Stadium in Atlanta, Georgia.
Requirements
- Minimum of 2 years of customer or guest experience preferred.
- Proficiency with Microsoft Word, Excel, Publisher, PowerPoint, and Teams.
- Comfortable speaking and presenting in front of large groups.
- Able to lift, push, or pull 25–40 lbs. as needed.
- Able and willing to work outdoors for extended periods in varying weather conditions, including heat, cold, and rain.
- Able to work flexible hours, including evenings, weekends, and holidays.
Nice To Haves
- Stadium or arena experience.
- Bachelor’s degree.
Responsibilities
- Manage guest communications, including general inquiries, emails, voicemails, feedback, concerns, and service recovery opportunities.
- Coordinate accessibility requests and other guest accommodations.
- Administer the Lost & Found program, including item intake, inventory management, tracking, and guest reunification.
- Generate after-activation reports in 24/7 Software for event debriefs.
- Coordinate and execute the designated driver program, including setup, breakdown, reporting, and external communications with partner organizations, including the NFL.
- Support training programs through preparation, facilitation, material management, and day-of execution.
- Assist with hiring events, including candidate scheduling, tracking, and event coordination.
- Coordinate departmental briefings by scheduling guest speakers, coordinating event details with stadium operations, confirming participation, and preparing presenters.
- Support ABI scheduling and provide backup support when needed.
- Support Workforce Operations and Team Member Experience when needed.
- Present event-day materials and communicate key information to the Game Day Leadership Team.
- Track, document, and report guest recognition, service recovery, and surprise-and-delight initiatives.
- Develop and maintain event-day resources, including briefing sheets, presentation decks, resource cards, and operational tools.
- Complete event-day operational checklists to ensure Guest Services amenities are prepared and guest-ready.
- Navigate difficult conversations with associates professionally, empathetically, and accountably.
- Participate in game-day huddles to build relationships, trust, and engagement with team members.
- Support and work a majority of major events, providing operational and administrative assistance.
- Coordinate staffing and scheduling for Westside Ambassadors (WSAs), ensuring suitable venue coverage and deployment.
- Coordinate egress operations across multiple teams to support a safe, efficient guest departure.
- Coordinate premium-space wristband inventory and event-by-event distribution counts, including allocation, reconciliation, and accountability.
- Ensure exterior wayfinding signage and ADA amenities are in place and operational before event day.
- Support Guest Experience departmental initiatives, projects, and special events as assigned.
- Collaborate with cross-functional teams to deliver exceptional guest and team member experiences.
- Perform other duties and responsibilities as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
