What are the responsibilities and job description for the Guest Services Coordinator position at PSM Icehouse?
GUEST SERVICES COORDINATOR – PSM Icehouse
Sports Facilities Management, LLC
LOCATION: Fort Wayne, IN
DEPARTMENT: GUEST SERVICES
REPORTS TO: GENERAL MANAGER
STATUS: FULL-TIME (EXEMPT)
ABOUT THE COMPANY:
PSM Icehouse is a premier sport, recreation and entertainment destination focused on improving the health and economic vitality of Fort Wayne, IN. You will be joining a championship level team focused on fun, fulfillment and service built to enrich the community as well as your career and personal growth.
PSM Icehouse is a managed facility by Sports Facilities Management, LLC, a Sports Facilities Companies (SFC) company. SFC is the nation's leading resource for managing and developing sports, recreation, wellness, and events facilities. We provide a highly collaborative and supportive culture that raises our team members to new levels of career growth. Together, we will carve a path in a hyper-growing industry where you will enjoy the journey and learn from the industry's best while having some fun.
SFC was awarded national recognition as a Top Workplace and is considered a workplace of choice. Our mission-focused company is highly entrepreneurial, team-oriented with a culture centered on collaboration, accountability, excellence, and service. We are growing rapidly and looking for high performers at every level to grow with us.
POSITION SUMMARY:
The Guest Services Coordinator provides a facility wide oversight on the execution of our "Guest First" service model and departmental training standards. The Guest Services Coordinator will also monitor and seek out stakeholder feedback to assist in evaluating the level of service PSM Icehouse is providing.
PRIMARY RESPONSIBILITIES WILL INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:
- Directly align with the Mission Statement and Core Values
- Assist with new Team Member orientation, particularly the Guest 1st Service model expectations
- Provide "Guest First" service model quality control for all departments
- Provide feedback to department supervisors and managers on "Guest First" service model performance and consistency
- Assist with departmental training standard compliance, in collaboration with the management team
- Scheduling and hiring Guest Service Part Time Team Members
- Assist with communication/planning with Program Directors predominantly involving internal travel hockey operations
- Build impactful relationships with key park stakeholders that help improve the guest experience and team performance
- Inspect facilities prior to and after events, providing a report to GM and MOD
- Monitor and seek out feedback from members, facility visitors, and clients
- Additional duties as assigned by management
MINIMUM QUALIFICATIONS:
- 5 years of customer service experience
- The ability to work in a fast-paced, diverse environment with a focus on customer services is essential
- Candidate must be willing to work nights, weekends, and holidays as necessary
- Must be willing to work front desk hours
- Ability to remain calm and composed in high-pressure situations, with strong conflict resolution skills to effectively deescalate challenging or stressful interactions
WORKING CONDITIONS AND PHYSICAL DEMANDS:
- Must be able to lift 30 pounds waist high
- May be required to sit or stand for extended periods of time whether indoors or outdoors
- Facility has intermittent noise
- Will be required to operate a computer