What are the responsibilities and job description for the Coordinator, Premium Services position at MetLife Stadium?
Job Title: Coordinator, Premium Services
Department: Guest Services
Reports to: Assistant Director, Premium Services
Classification: Exempt
Position Summary
Supports the Guest Services management staff for all events, and day-to-day operations at the stadium. Assists in the execution of all aspects of guest communication including telephone, email, and social media. The Coordinator, Premium Services will also serve as a resource for premium service team members including, but not limited to, Team and Level Leaders on event days.
Essential Functions
▪ Communicate effectively (oral and in writing) with senior management, ownership, and other stakeholders – including guests of the stadium
▪ Provide guest support through communication platforms including premium services and guest services telephone lines, premium services and guest services email inboxes, and through the marketing platform which monitors social media inquiries.
▪ Follow up with guests post-event and document all relevant communication
▪ Assist with day-to-day administrative operations of the Premium Service Department
▪ Assist in the sales process for single event suite rentals by facilitating invoices, payments, assigning locations, and distributing tickets
▪ Help maintain current client records through Salesforce
▪ Assist with walk-throughs of the suite levels before, during, and after events to identify suite holder service issues, and work to resolve immediately
▪ Work with both NFL teams to distribute promotional, yearbooks, programs, etc. to concierge before each game
▪ Assist in the training and development of event staff
▪ Contribute to planning and execution of the staff Post Season Party and other employee recognition programs
▪ Work all large-scale events (i.e., concerts, soccer, NFL, etc.) and serve as manager on duty for select small-scale events (i.e., state fair, college graduations, high school football, snow removal, etc.) as needed.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The employee should have:
▪ Associate degree (A.A.) in communications, sports/hospitality management, or related field required
▪ 1-year-related Customer Service skills in a public facility, such as a stadium, hospital, hospitality, or entertainment venue preferred
▪ Strong Customer-service skills and polished professional appearance and attitude at all times
▪ Required knowledge of Microsoft Word, Excel, Outlook, PowerPoint; Aware Manager and ABI preferred
▪ Human Resources experience a plus
▪ Strong Communication and office skills
Physical Demands:
▪ Position requires the ability to regularly stand, walk, talk, hear, use hands to handle or feel, reach with hands and arms, balance, stoop, kneel, and climb stairs
▪ Ability to lift up to 25lbs, as needed
Work Environment:
▪ Employee will be required to work days, nights, weekends, and holidays due to the unique Stadium schedule.
▪ The noise level in the work environment is usually moderate, however, during events the noise level may be loud.
▪ Employee will be required to help keep the building clean, well maintained and providing our guests with the best possible entertainment experience
▪ Employee will be responsible for providing a high level of customer service to guests of both NFL teams, maintaining absolute neutrality on all team issues and protecting confidentiality of each teams’ information
Salary: $50,000/year
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this job.
Department: Guest Services
Reports to: Assistant Director, Premium Services
Classification: Exempt
Position Summary
Supports the Guest Services management staff for all events, and day-to-day operations at the stadium. Assists in the execution of all aspects of guest communication including telephone, email, and social media. The Coordinator, Premium Services will also serve as a resource for premium service team members including, but not limited to, Team and Level Leaders on event days.
Essential Functions
▪ Communicate effectively (oral and in writing) with senior management, ownership, and other stakeholders – including guests of the stadium
▪ Provide guest support through communication platforms including premium services and guest services telephone lines, premium services and guest services email inboxes, and through the marketing platform which monitors social media inquiries.
▪ Follow up with guests post-event and document all relevant communication
▪ Assist with day-to-day administrative operations of the Premium Service Department
▪ Assist in the sales process for single event suite rentals by facilitating invoices, payments, assigning locations, and distributing tickets
▪ Help maintain current client records through Salesforce
▪ Assist with walk-throughs of the suite levels before, during, and after events to identify suite holder service issues, and work to resolve immediately
▪ Work with both NFL teams to distribute promotional, yearbooks, programs, etc. to concierge before each game
▪ Assist in the training and development of event staff
▪ Contribute to planning and execution of the staff Post Season Party and other employee recognition programs
▪ Work all large-scale events (i.e., concerts, soccer, NFL, etc.) and serve as manager on duty for select small-scale events (i.e., state fair, college graduations, high school football, snow removal, etc.) as needed.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The employee should have:
▪ Associate degree (A.A.) in communications, sports/hospitality management, or related field required
▪ 1-year-related Customer Service skills in a public facility, such as a stadium, hospital, hospitality, or entertainment venue preferred
▪ Strong Customer-service skills and polished professional appearance and attitude at all times
▪ Required knowledge of Microsoft Word, Excel, Outlook, PowerPoint; Aware Manager and ABI preferred
▪ Human Resources experience a plus
▪ Strong Communication and office skills
Physical Demands:
▪ Position requires the ability to regularly stand, walk, talk, hear, use hands to handle or feel, reach with hands and arms, balance, stoop, kneel, and climb stairs
▪ Ability to lift up to 25lbs, as needed
Work Environment:
▪ Employee will be required to work days, nights, weekends, and holidays due to the unique Stadium schedule.
▪ The noise level in the work environment is usually moderate, however, during events the noise level may be loud.
▪ Employee will be required to help keep the building clean, well maintained and providing our guests with the best possible entertainment experience
▪ Employee will be responsible for providing a high level of customer service to guests of both NFL teams, maintaining absolute neutrality on all team issues and protecting confidentiality of each teams’ information
Salary: $50,000/year
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this job.
Salary : $50,000
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