Guest Experience Coordinator (Global Sporting Event)
The iLUKA Collective•New York, NY
5d
About The Position
The Guest Experience Coordinator will support the Guest Experience Manager with the pre-event and event-time planning, organisation & management of the hospitality desk and team. This is a contract position starting from the 6th of July to the 20th of July 2026, working on a client project for the Global Sporting Event in the US.
Requirements
- Fluent in English
- Excellent communications skills
- Quality service orientated with a “Can Do” attitude
- Previous experience of hotel or event hospitality service
- Methodical, accurate and an eye for detail
- Good IT skills
- Ability to multi-task and meet strict deadlines
- High Level understanding of what constitutes excellent customer service
- Able to build rapport at all levels
- Experience of handling VIP guests
- High energy, comfortable working potentially long hours in a demanding but rewarding and friendly environment
- Flexible, enthusiastic, confident, outgoing
- Willing to roll sleeves up and get involved
- Passionate about sport, hospitality and delivery
- Able to work in a calm, kind and professional manner in a pressured environment
- Ability to prioritise a demanding workload
Responsibilities
- Develop a clear understanding of the Hospitality Programme and daily schedule
- Build strong relationship with key hotel teams to ensure smooth running of onsite operations
- Assist the Guest Experience Manager to prepare Guest Operations Manual, to include policies and procedures for all possible circumstances
- Ensure all guests are personally welcomed, fully briefed of next point of contact, event timings and receive welcome packs including premiums tickets and credentials
- Demonstrate friendly, professional and efficient service with clients, hotel teams and guests
- Pro-actively assist guests to resolve any problems they encounter
- Assist the Manager, Guest Experience with operation and management of optional leisure activity service available to guests through Hospitality Desk
- Where necessary, assist with the operation & running of the Guest Lounge within the hotel to provide excellent customer service and a top-class hospitality experience for all guests, including F&B replenishment, drinks service and ensuring the Lounge is immaculately presented
- Prepare familiarisation training so that both self and team are fully conversant with all aspects of the programme including hotel facilities; event venues; excursion & activity venues
- Prepare a practical information resource for the Guest Experience Team so that information is readily available & easily accessible including essential contact numbers, travel agency services, venue information, venue maps, match schedules etc.
- Liaise with Airport & Transport teams to ensure efficient arrival & departure systems
- Liaise with Guest Communications team to ensure all reports/information communicated as necessary
- Assist the Programme leads in planning and delivery of Event/Hotel Host training
- Assist in operating hospitality desks onsite to ensure correct information is displayed, and desks are opened punctually and well presented
- This is not an exhaustive list, and all team members will be expected to contribute to any other aspects of the business, as necessary.
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