Guest Experience Coordinator

Lansdowne Stadium Limited•Ottawa, ON

3d•CA$45,000 - CA$48,800•Hybrid

About The Position

Reporting to the Manager, Guest Experience, the Guest Experience Coordinator is committed to delivering an exceptional experience for both our internal staff and external guests. Working closely with internal stakeholders, the Guest Experience Coordinator is responsible for providing exceptional customer service to all patrons of TD Place. The Guest Experience Coordinator will manage our Fan Info line, customer service reward program, and special guest experiences. They use analytics and feedback to discover trends and make recommendations on service enhancements. They have a strong customer service focus, a keen eye for detail, and are solutions-oriented thinkers. This full-time, permanent role has an annual salary range of $45,000 to $48,800, with 100% employer-paid benefits. The final compensation will be determined based on the successful candidate's experience and qualifications. This is a replacement position and offers the flexibility to work on-site or in a hybrid work arrangement.

Requirements

Completion of a post-secondary degree or diploma in a relevant field or acceptable combination of experience and equivalent skills required.
1-2 years of experience in customer service environment, preferably within a sports or entertainment venue.
Experience working in an office environment.
Strong communication skills with a variety of internal stakeholders and guests (both verbal and written).
Strong organizational skills and high attention to detail required.
Demonstrate qualities in problem solving, flexibility and ability to work well with and coordinate the work of others.
Advanced computer skills including Teams, Word, Excel, PowerPoint and Outlook.
Able to work well under pressure and maintain a strong work ethic and positive team attitude.
Flexible ability to work weekdays, evenings, weekends and holidays (based on event calendar).
Must be able to sit or stand for long periods of time, able to walk long distances, lift up to 60lbs, and climb stairs.
Bilingualism in English and French is required.

Responsibilities

Serve as the primary point of contact for guests, responding to inquiries, providing information, and resolving issues promptly and courteously via email, phone, and text.
Coordinate guest services and activities during events, including VIP experiences, seating arrangements, and special requests.
Address guest concerns and emergencies swiftly and effectively, always maintaining a calm and professional demeanor.
Gather guest feedback through surveys, direct interactions, and online reviews, and use insights to make recommendations and improve future guest experiences.
Work closely with various departments such as facilities, sales, security, and hospitality to ensure seamless coordination of guest services.
Maintain accurate records of guest interactions, incidents, and feedback.
Prepare reports summarizing event operations and guest satisfaction metrics.
Act as supervisor on event days, including all OSEG Teams, Tenants, and Lansdowne Live! Events, responsible for preparing event day resources, staff and guest safety and delivering high-quality guest experiences.
Recruit, onboard, schedule, and act as main point of contact for volunteers.
Supervise the Guest Experience Info Booths including processes and procedures, inventory, staff, and general maintenance.
Oversee and maintain inventory, including radios, scanners, signage, accessibility devices, kid’s zone toys.
Work with vendors and contractors to coordinate equipment rentals and other services.
Administer customer service training program and our staff rewards program, KUDOS.
Recruit and organize the part-time social committee for staff appreciation events in collaboration with the Staffing Coordinator.
Assist with approving part-time staff timecards using ADP software.
Train and monitor staff in specialty areas such as Kids Zone and specialty groups.
Create and distribute the monthly part-time staff newsletter.
Lead the MY First Game program.
Other administrative and operational tasks as assigned.