What are the responsibilities and job description for the Guest Experience Coordinator position at Sporting Kansas City?
Job Description Summary
The Guest Experience Coordinator reports directly to the Manager of Guest Experience and is responsible for providing leadership, coordination, and administrative support to the Guest Experience department, in addition to performing duties as outlined below. This role is critical in helping create an Experience Obsessed culture and ensuring Children’s Mercy Park is a must-visit destination.
ESSENTIAL FUNCTIONS:
- Effectively lead, direct, and empower an Experience Obsessed culture with our seasonal associates with the goal of creating intentional unparalleled experiences for our guests at Children’s Mercy Park.
- Assist department with maintaining, organizing, and printing of matchday credentials.
- Assist Manager with training and scheduling of Guest Experience and Parking associates.
- Coordinate and manage Guest Experience and Parking staffing for all non-matchday special events.
- Maintain Guest Experience and Parking associate attendance records and communicate to Manager regarding attendance or scheduling issues.
- Manage storage, equipment, supplies, and uniforms for the Guest Experience department.
- Respond to associate and guest e-mail inquiries and concerns daily through both verbal and written communication. Answer guest experience inquiries promptly and courteously.
- Assist Manager with matchday preparation including but not limited to: matchday notes, sign-in sheets, call off log and wristband credential lists.
- Maintain matchday parking records.
- Match responsibilities to include the coordination of parking operations to ensure adequate staff and equipment for every event and physical presence at all matches and major events held at the stadium.
- Serve on ADA Compliance Committee and be the lead in the escalation of guest questions or complaints, ADA services, and information to guests with disabilities in a timely and professional manner.
- Assist Manager with development and execution of tour guide training.
- Develop a system to maintain and track training records.
- Assist in development of training program for Guest Experience and Parking Operations teams.
- Other duties as assigned.
REQUIREMENTS:
- Bachelor’s degree, preferably in Business or Sports Administration or comparable work experience.
- Proficient in Microsoft Office Programs with a focus on Word, Excel, and Outlook.
- Strong time management and organizational skills.
- Effective writing, telephone, and verbal communication skills.
- Ability to work independently, prioritize and handle multiple projects.
- Detail oriented and able to work in high-pressure environment.
- Possess a high-performance professional attitude that is Experience Obsessed.
- Available to work extended days, holidays, and weekends based on needs of business.
PHYSICAL REQUIREMENTS:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
- Required to sit, stand and walk.
- Ability to occasionally lift, carry and/or drag up to twenty-five (25) pounds if necessary.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
