Guest Services Coordinator

Job Summary: 

The Guest Services Coordinator performs administrative functions in the department to ensure operational success at T-Mobile Center for all events. This role delivers quality service and positive integration with our fans, guests and staff.

Essential Duties:

• Assists with the scheduling and deployment of event staff including event supervisors, ushers, ticket takers and guest services representatives, including both internal staff and external 3rd party staffing company.
• Interacts with the public on event days in areas of customer service, problem-solving, and conflict resolution under time constraints.
• Helps monitor guest traffic flow around the concourse and outside of the building, while working with Event Manager to efficiently ingress guests.
• Prepares and distributes event documents in a timely manner.
• Responsible for special and private event scheduling, planning and execution to assist the Special Events Manager.
• Assists Guest Services Manager in developing and updating the Guest Services employee policies and its distribution to employees
• Works with Guest Services Manager to actively recruit and hire available Event Staff positions.
• Provides support to Event Services staff in resolving event day guest issues and complaints.
• Manage equipment and uniform inventories for Guest Services department.
• Works closely with the Guest Services Manager to promote ASM Experience Customer Service principles and values and develop and conduct continuous service on-the-job training for all employees.
• Assists with Guest Services incentive programs for internal departments.
• Other duties as assigned.

Required Qualifications (Job Knowledge, Skills, and Education):

• A minimum education level of:    Bachelor of Arts/Sciences Degree (4-year) or combination of education, training or experience that provides the required knowledge, skills and abilities.       
  • Minimum 1 year of supervisory experience.
• Must be highly organized, resourceful, quick learner and able to handle multiple projects simultaneously.
• Proven self-starter with the ability to work with minimal supervision.
• Ability to work well with different personalities in a diverse and fast-paced environment while meeting constant deadlines while maintaining attention to detail. 
• Demonstrated record of successful resolutions and high level of service excellence. 
• Exceptional English interpersonal, written and verbal communication skills.
• Strong and trusted decision-making and time management skills. 
• Proven dependability and ability to work long irregular hours for an extended period as dictated by events and schedule. This may include weekends and holidays.
• Ability to stand and/or walk efficiently about the venue including up/downstairs for long periods.
• Ability to lift, bend, push, pull, or move 30 lbs.
• Proficiency in Microsoft Office programs (Word, Excel, Outlook, PowerPoint).
• Maintain an appearance that conveys professionalism during work hours, particularly during events.

Preferred Qualifications:

• Bi-lingual (English/Spanish) is a plus. 
• Experience in a venue or hospitality environment.
• Experience with ABI Master Mind workforce management system.
• Experience with ISS 24/7 Incident Management System.

ASM reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship.  ASM may require an employee to perform duties outside his/her normal description.

ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities and protected Veterans to apply. VEVRRA Federal Contractor.

TMCHR@T-Mobilecenter.com for applicants requesting a reasonable accommodation.