Guest Services Coordinator | Full-Time | Angel Of The Winds Arena

Oak View Group • Everett, WA

87d • $26 - $29

About The Position

The Guest Services Coordinator works under the general supervision of the Director of Events. This position will assist with providing excellent guest service at all Angel Of The Winds Arena events by assisting with planning, monitoring, directing, delegating and managing all functions of the Guest Services department to ensure seamless event execution. Events include but are not limited to concerts; hockey games; family shows; community events; and corporate and private functions. This role pays an hourly rate of $26.00-$29.00.

Requirements

• Bachelor’s degree in hospitality management, event planning, or related field preferred.
• 1-2 years of related work experience. Previous experience in a stadium, arena, convention center or hospitality industry experience highly desirable.
• Exceptional interpersonal and communication skills.
• The ability to think quickly, remain calm under pressure, and make effective decisions in a fast-paced environment.
• The ability to multitask and prioritize in a fast-paced environment.
• Able and willing to adapt to change in daily duties corresponding to each event’s needs.
• Strong attention to detail and problem-solving abilities.
• Possess positive attitude and strong ability to work well with co-workers and supervisors in a collaborative team environment.
• Possess high degree of discretion, integrity, professionalism, and accountability.
• Proficiency in MS Office and event management software is a plus.
• Flexible schedule, including evenings, weekends, and holidays as required by event schedules.

Responsibilities

• Actively monitor team member interactions with guest during events.
• Maintain and update department documentation and files.
• Coordinates department orientation and training events.
• Monitor and document team member attendance and administer appropriate disciplinary documentation.
• Conducts supply inventory at Guest Service locations and replenishes as needed.
• Leads department’s pre-event briefing.
• Responds to guest email communication.
• Follows up on guest comments via email or phone and takes appropriate action.
• Creates and distributes event summary info sheet with all relevant guest experience and event details.
• Assist Director with providing leadership and guidance to Guest & Premium Experience team members.
• Assist Director in administering appropriate disciplinary documents as needed to ensure compliance of company/department policies.
• Assist Guest Experience team in resolving ticketing issues.
• Assist in serving as escalation point of contact for guest concerns.
• Ensures lost & found items turned in to Guest Services are logged and accurately submitted to 24/7 database.
• Coordinates with Security leadership team exchange of unclaimed lost & found items post-event.
• Assist Guest Experience team with tracking of pre & post event ADA escorts.
• Proactively provides excellent customer service to external and internal guest.
• Ensure all guest facing areas are show ready prior to doors opening to public.
• Monitor team member rest/meal periods and that they are taken at designated times.
• Responds to guest questions and issues in a timely manner.
• Compiles and submits incident reports to appropriate work groups.
• Assists Director with pre-event planning.
• Assists Director with long term department success strategy.
• Assist Director with a team member engagement program.
• Always represents the company in a positive professional manner.
• Performs other duties as assigned.

Benefits

• Health, Dental and Vision Insurance
• 401(k) Savings Plan
• 401(k) matching
• Paid Time Off (vacation days, sick days, and 11 holidays)

What This Job Offers

• Job Type: Full-time
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees